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We strongly believe that our success lies in our ability to adapt, innovate, and embrace technology as a driving force behind our mission of "Excellence Simply Delivered". Last year, we achieved a significant milestone by winning the MENA Stevie’s Gold Award for Innovation in Customer Service Management, Planning & Practice highlighting technology's transformative role in exceptional customer service. This year, we are actively competing for the "Award for the Innovative Use of Technology in Customer Service," as we continue to advance our technological innovations and elevate customer service excellence.
Smart Connect: Our Intranet Hub for Seamless Collaboration
Our Intranet page, "Smart Connect," serves as a central hub for team information, useful links, and the promotion of social engagement. By providing a platform for our employees to access resources, communicate, and stay informed, we ensure that our team remains connected and engaged.
Shared Server to Cloud Migration: Enhancing Data Management and Security
Our strategic transition involved migrating all files and folders from a shared server to the O365 OneDrive cloud platform. This initiative embodies our commitment to innovation and acts as a catalyst for streamlining document management, bolstering data security, and fostering enhanced collaboration within our dynamic team.
Robotic Process Automation (RPA): The Efficiency Backbone
Among our innovative customer service solutions, Robotic Process Automation (RPA) stands out as a game-changer. We now have five RPA solutions that automate repetitive tasks, enabling our people to focus on more demanding and intricate tasks that require their unique expertise.
Last year, our RPA revolutionized import bookings, achieving 100% cash imports through automation, saving countless minutes for both customers and us. Additionally, projects like "Copy and paste email" and "Documents on Demand" streamlined record-keeping and efficiency, elevating customer satisfaction and operational efficiency.
This year, we have automated two additional routine manual tasks to new RPA solutions, making them 100% automate:
- Quotes Follow-up – The software robot (BOT) extracts saved shipping quotes and sends promo codes to encourage customers to ship with us.
- Proactive Shipment Monitoring – The BOT uses customer account numbers to automatically trigger shipment files and send SMS notifications for network incidents, ensuring rapid issue resolution.
The key to our success with RPA lies in our unwavering commitment to optimizing its performance. Weekly Performance Dialogues with our teams allow us to review trends, address issues, and fine-tune our robotic workforce for maximum efficiency.
Digital Customer Access Channels: 24/7 Service
Our accessible programmed robot, available via WhatsApp, Facebook, and our website, ensures 24/7 customer service.
ICCC+: Taking Customer Focus to the Next Level
In our relentless pursuit of improved customer service, we introduced ICCC+, a next-level tool to measure customer focus. ICCC+ evaluates the likelihood of customers recommending our services and assesses the ease of use of our services. The sophisticated tool surveys up to 53 types of transactions, a significant leap from the previous 14 touchpoints surveyed. Offering real-time feedback, ICCC+ empowers us to enhance our services and elevate the customer experience.
Certified International Specialists (CIS) - Virtual Training: Expanding Horizons Beyond Customer Service
Last year, we made history by launching CIS Digi Training in Qatar, pioneering this innovative module in the Middle East. This year, we have expanded our horizon, offering essential customer service soft skills training to colleagues beyond our department, virtually using Microsoft Teams.
Campfire: Fostering Innovation at the Frontlines
Campfire, our bottom-up approach, empowers frontline employees to submit, explore, and share digital initiatives. By harnessing our team's collective wisdom, we continually enhance customer service through technology.
In conclusion, our journey in the realm of customer service excellence continues to evolve. We do so with the spirit of continuous improvement and a commitment to harnessing technology to deliver exceptional customer experiences and improve efficiency for our people, customers, and our operations.
Nomination Title: Innovative Technologies Fueling our Promise: "Excellence Simply Delivered"
