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Office
601 Burj Al Salam, Trade Center, Dubai
Transforming Businesses
Our Impact in Numbers
Our services have helped numerous companies achieve significant improvements in customer satisfaction, revenue growth, operational efficiency, employee productivity, and customer retention. With a track record of delivering results, we are committed to transforming businesses.
Net Promoter Score (NPS)
83
Increased the NPS score in property and facility management assets
Escalation Cases
183
Identified & augmented across various property and facility management scenarios
Assets Involved
3
Including Provis estate management, Khidmah IFM & Khidmah Home
Quick Facts
The brief behind the complaint management initiative
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.
Contributors
Context, Approach & Methodology
- 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.
The Groundwork
- One scope. The key scope was to review existing escalation matrix of Khidmah on Facilities Management & create a brand new for Provis on Estate Management.
- 28 categories of escalation including residential, financial, sales, electrical, elevators, plumbing, mechanical & others
- 181 cases invovled
The Results
- Touchpoint Analysis: Followed by recommendations on how to improve the engagement with customers
- Playbooks: To ensure that recurring or ad-hoc issues are handled well
- Linear Escalation Strategy: A matrix for linear escalations and cases, including roles, priorities and SLAs.
- Non-linear Escalation Strategy: What if there are some emergency cases that can't fall into the same funnel or prioritised using the matrix?
- Escalation Process: Showing how the escalation should be handled in the system
Project Samples
A few examples of our the work we have delivered
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Experience Echoes
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Satisfied Clients
Hear what our clients have to say about our customer experience projects
You can always expect the best from team Renascence. Hard working. Always share their opinion and recommendations with respect. I really appreciate that as a client.I enjoy bouncing ideas with them.
Ilaria Buonpane
Head of CX
Their passion for CX and drive towards research and innovation leads to unique and relevant methodologies that result in high quality findings. Teams and stakeholders always enjoy interacting with them.
Gregoire Charpe
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From the beginning they felt like an extension of my team, working alongside and independently engaging stakeholders as well as the supporting functions surpassing my expectations.
Alex Davies
Vice-President
The team is extremely trustworthy. Meeting the deadlines, always proposing improvements and great attitude.
Fernando Sanchez
SVP Innovations
Very proactive & patient experts. Always excellent outcome. Loved working with them.
Ahmed Elsaadi
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Great, effective team that goes extra miles and provides great service. Very professional & friendly.
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FAQs
Few questions we frequently encounter in regards to customer experience consulting
What is customer experience consulting?
Customer experience consulting involves helping businesses improve every interaction a customer has with their brand. Consultants analyze customer journeys, identify pain points, and implement strategies to enhance satisfaction, loyalty, and overall customer experience.
Why is customer centricity important for businesses?
Customer centricity focuses on creating positive customer experiences at every touchpoint. It is crucial because it leads to higher customer satisfaction, loyalty, and retention, ultimately driving business growth and profitability.
How can customer experience consulting benefit my business?
Customer experience consulting can benefit your business by providing expert insights into customer behavior, identifying areas for improvement, and developing tailored strategies to enhance customer satisfaction, increase loyalty, and boost revenue.
What are the key components of a successful customer experience strategy?
A successful customer experience strategy includes understanding customer needs and preferences, mapping the customer journey, implementing personalized interactions, gathering and analyzing feedback, and continuously improving processes based on data-driven insights.
How does customer feedback play a role in customer centricity?
Customer feedback is vital for customer centricity as it provides direct insights into customer experiences and expectations. By collecting and analyzing feedback, businesses can make informed decisions to enhance their services and products, leading to better customer satisfaction.
What tools and technologies are used in customer experience consulting?
Tools and technologies used in customer experience consulting include customer relationship management (CRM) systems, customer feedback platforms, journey mapping tools, analytics software, and artificial intelligence (AI) for personalized experiences.
How can businesses measure the success of their customer experience initiatives?
Businesses can measure the success of their customer experience initiatives through key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), customer retention rates, and revenue growth.
What are common challenges in implementing a customer-centric culture?
Common challenges in implementing a customer-centric culture include resistance to change, lack of alignment across departments, inadequate customer data, insufficient training for employees, and difficulty in measuring and analyzing customer experience metrics.
How can personalization improve customer experience?
Personalization can improve customer experience by tailoring interactions, offers, and communications to individual customer preferences and behaviors. This makes customers feel valued and understood, leading to increased satisfaction and loyalty.
What role does employee training play in customer experience consulting?
Employee training is crucial in customer experience consulting as it equips staff with the skills and knowledge to deliver exceptional service. Training programs focus on understanding customer needs, effective communication, problem-solving, and fostering a customer-centric mindset.