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.
01 —The Impact
The results, up front.
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
02 — The Challenge
Where they started.
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.
03 —What We Did
The work.
One scope
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, finan…
28 categories of escalation including residential, financial, sales, electrical, elevators, plumbing, mechanical & others
04 — Approach & Methodology
How we got there.
CX Consultant
05 —In Practice
Project samples.
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