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PROVIS & KHIDMAH

Designing & refreshing the complaint escalation matrix

As part of the engagement we were tasked to define the complaint management approach: deliver the escalation matrix with cases, SLAs, roles & priorities.
1 month
The key scope was to review existing escalation matrix of Khidmah on Facilities Management & create a brand new for Provis on Estate Management.
Several Matrices
- PROVIS (Estate Management)
- Khidmah IFM (Facilities)
- Khidmah Home (Facilities)
28 categories
Including:
- Residential
- Clubhouse
- Financial
- Technical Assistance
- Sales
- Electrical
- Elevators
- Fire Pumps & Systems
- Mechanical
- Plumbing
- Etc.
181 cases
Across Provis Estate Management, Khidmah Home, Khidmah IFM
83
NPS Score
“
Very proactive & patient experts.
Always excellent outcome. Loved working with them..
— Ahmed Elsaadi, CX Manager, Provis & Khidmah
Context, Approach & Methodology
Provis & Khidmah provide a full scope of estate and facilities management. And an updated complaint escalation matrix is a must have.
Provis & Khidmah are subsidiaries of Aldar Group that engage with customers after the sales is done and the handover happened.

It's their task to respond to complaints and emergencies of the customer and often, respond to defect liability period requests.
While Provis is mainly focused on integrated estate services solutions with a portfolio of over 30,000 units, they also run Owners Association, support Aldar with Asset Management, including sales and leasing.

Khidmah (3200+ employees, 80 projects) is facility management and home maintenance partner.

To create their new escalation matrices, we have interviewed key stakeholders, used our previous experience (Dubai Properties, Emaar, Meraas) and validated a plan based on the best practices and customer expectations, that were collected during a series of engagements with existing customers, phone calls shadowing & online feedback analysis.
Results
What did we achieve?
  • Touchpoints Analysis
    Followed by recommendations on how to improve the engagement with customers
    1
  • Playbooks
    To ensure that recurring or ad-hoc issues are handled well
    2
  • Linear Escalation Strategy
    A matrix for linear escalations and cases, including roles, priorities and SLAs.
    3
  • Non-Linear Escalation Strategy
    What if there are some emergency cases that can't fall into the same funnel or prioritised using the matrix?
    4
  • Escalation Process
    Showing how the escalation should be handled in the system
    5
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