Qatar General Electricity & Water Corporation (KAHRAMAA) was established in July 2000 to regulate and maintain the supply of electricity and water to Qatar’s citizens and residents.
KAHRAMAA has always given special attention to capacity building, by training and upgrading the staff’s skills and by adopting innovative technologies.
As the number of customers rapidly increased, KAHRAMAA started to face difficulty in delivering a convenient customer journey, while controlling the performance of branches efficiently.
Comprehensive Customer Experience Management solutions that manage the whole customer journey, and offers centralized management and control.
Central management, unified reporting, maximized performance, automated processes, reduced wait time, enhanced efficiency, increased sales, better customer satisfaction, and optimized performance.
Business Situation
As a part of its continuous efforts to provide best customer service and optimize its operations, KAHRAMAA was looking for an advanced solution that delivers an exceptional customer experience, with the ability to measure and optimize business performance.
With the rapid expansion of its customer base, it became difficult to manage the customer journey in the branches. On the other hand, it was difficult to evaluate the performance of branches and employees. It was not possible to measure the time needed for an employee to perform a certain service, measure the waiting time of customers, or see how KPI’s develop over time.
Therefore, KAHRAMAA made the decision to invest in an intelligent system that can provide better tools to measure, plan, and manage the operation of its branches while transforming the customer experience.
The Solution
KAHRAMAA chose Customer Visit Management (CVM) solution from SEDCO. The system turned KHARAMMA’s branches into smart ones, while empowering the company’s administration with all the tools required to manage the branches and to deliver a convenient customer journey.
All of the branches are centrally connected to the head office, allowing for remote monitoring and control of the branches. The company’s management can view advanced reports and statistics about performance at all organizational levels, thanks to the system’s Business Intelligence capabilities.
KAHRAMAA’s manager can also monitor and evaluate the performance of employees, by viewing their performance as easy to read graphical charts. The manager can also view reports about the performance of the branches and see how close the company is from achieving its goals, which helps in enhancing strategies and plans.
As the customers wait to be called, they remain entertained with dynamic content on the digital screens while they get informed about the company’s latest services, until their number appears on the screens. The digital screens also work as a great promotional outlet, allowing the company to acquaint the waiting customers with their latest offers and to show advertisements and other catchy promotional content.
Benefits
Full control of branches and operations
Better utilization of resources
Better customer satisfaction
Ready to transform to a smart utility?
