The Algerian Water and Sanitation Company (SEAAL) implements SEDCO’s CEM solutions

Happy customers and improved performance at SEAAL
Industry
Utilities

The Algerian Water and Sanitation Company (SEAAL) is a public utility company, 70% owned by the Algerian Water Company (ADE) and 30% by the National Sanitation Office (WE HAVE).

The main mission of SEAAL is to produce and supply drinking water to two cities in Algeria, and to collect and treat wastewater in these two areas. It thus serves 3.8 million inhabitants, or around 10% of the National population. Established in 2006, SEAAL provides service to 761,824 customers (households, administrations, businesses, manufacturers and tourist sites), and the number of its employees is 6,293.

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Business Situation

 

SEAAL was looking for an innovative system to modernize its services in order to deliver better services to customers, while enhancing the employees’ performance, and providing the tools for better performance management and operational excellence.
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Solution

 

A powerful customer visit management (CVM), which was implemented in 28 branches.

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Benefits

 

- More organized branches
- Seamless customer journeys 
- Less waiting and service time
- Live monitoring of operations
- Full control of branches centrally
- Increased efficiency
- More customer satisfaction

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SEDCO's queue system at the Algerian water and sanitation company seaal

Business Situation

As part of its commitment to excellence, SEAAL was looking for an innovative system to modernize its services in order to deliver better services to customers, while enhancing the employees’ performance, and providing the tools for better performance management and operational excellence.

One of the major challenges facing SEAAL was the tiresome queuing process, where customers had to stand up and wait in physical queues. The totally manual service delivery created even more stress in the offices and put more load on its staff. Customers had to wait for undefined times to be served, which was frustrating.

Another challenge was the need for an efficient way to monitor and enhance the performance of branches and employees in real-time.

That is why SEAAL made the decision to adopt SEDCO’s CVM solution to enhance the service quality while eliminating the workload for its staff.

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SEDCO's digital signage system at the Algerian water and sanitation company seaal

The Solution

SEAAL selected SEDCO’s customer visit management (CVM) solution. The system was implemented in 28 branches.

Customers are now served in a more relaxed environment. They get a ticket from the queuing system and wait for their turns while they are sitting in a comfortable waiting area. Customers remain engaged with the digital signage system, which displays entertaining contain and advertisements, in addition to queue info, reducing the perceived waiting time. The system makes the operations more efficient and speeds up service to customers.

SEAAL’s management is using the system’s advanced business intelligence tools for performance management and strategic planning. The system provides advanced reports to evaluate and enhance the overall organizational performance. The system is also used to motivate the employees and manage their performance. It empowers the employees to monitor their own performance, which created self-motivation and competition among employees to achieve SEAAL’s objectives.

Benefits

More organized branches
More organized branches
Seamless customer journeys
Seamless customer journeys
Less waiting and service time
Less waiting and service time
Live monitoring of operations
Live monitoring of operations
Full control of branches centrally
Full control of branches centrally
Increased efficiency
Increased efficiency
More customer satisfaction
More customer satisfaction
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