Client

The Primary Operator for Reliable Water and Wastewater Services in KSA

Project Description

The company embarked on a fully integrated journey toward Customer Service Excellence by embedding a Customer-Centric Framework across the organization. The objective was to create a transformational experience for the company’s customers through impactful development and upskilling of the Customer Service Team, including managers, supervisors, and frontline agents from branches and operational support teams. The project involved multiple phases: diagnostics, marketing, branding, custom development, and delivery of multiple sessions across KSA, with ROI metrics. Sustainability was a key criterion, focusing on developing internal champions to maintain momentum and establishing mechanisms to track and measure progress.

Geographical
Coverage

Across multiple cities in 6 geographic zones of KSA

Employees
Impacted

550 Participants from the customer excellence business unit

Situation

The client needed to revamp its image in the marketplace and uplift its service quality. We supported them with:

• Internal branding of the whole project through marketing and branding strategy
• Diagnostics using onsite visits, competency mapping, CCAT assessment, and JD evaluation
• Phase I involved diagnostics, observations, baselining customer-centricity, and the development of branding and custom materials in both Arabic and English.
• Phase II involved delivery of the 22 workshops ( 5 days each) across 10 locations in KSA
• Phase III focused on equipping champions and measuring ROI
• All sessions were inspiring and engaging through knowledge bytes, practice, feedback, and coaching
• Detailed group and individual reporting with measurement and ROI mapping

Talent Pool
Involved

This initiative was a directive by the customer excellence business unit and executed jointly with the HR Business partners at the company

Impact

Feedback score of 90 % plus positive feedback from participants across 13 metrics