Client: A Leading Middle Eastern Utility Company
Service Provided: Comprehensive Customer Experience Blueprint Implementation & Transformation Plan.
Outcome: Voice of Customer (VOC) improved by 20%, Customer Effort Score (CES) improved by 27% and Customer Satisfaction (CSAT) improved by 32%.

• The challenge:
  Our client is a leading Middle Eastern utility company that has initiated strategic direction to improve the customer experience level to international standards due to:
  • Lack of a cohesive Customer Service Strategy that plans the future direction in terms of a strategic and tactical implementation plan.
  • Lack of a ‘fit for purpose’ structure that places customer service at the heart of its business.
  • The organization requires further analysis in terms of roles and responsibilities.
  • Contract management and vendor relationship development require urgent attention.
  • Customer Awareness appears missing.
  • Hands-on Management skills training appears missing within the organization.
  • A lack of customer-focused process mapping.
  • Full outsourced billing and payment processes.

The strategic decision was taken to establish a comprehensive customer experience framework that transforms the current service level to match international standards.
QualiValue Solution: Comprehensive Customer Experience Blueprint Implementation & Transformation Plan.

• Solution Implemented:
  • Strategic Transformation Plan: A comprehensive review of the business operating model with a clear distinction between different roles and responsibilities, creating a clear plan for all the changes required to overcome the operational challenges that initiate the customer service difficulties and/or challenges:
    • Strategic revamp across CX journey maps to identify the improvements and dissatisfaction areas.
    • Strengthen governance framework for sustainable results.
    • Improve meter-to-cash cycle performance to ensure that the Organisation is providing customers with consistent service thus sustaining customer expectations and satisfaction.
    • Adjust and fasten response time to outages, queries, and complaints.
    • Digitize, Digitalize, and automate critical to success processes.
  • New Organization Structure & Governance:
    • SLA establishment between the engineering and customer service departments to ensure a consistent level of service delivery and customer expectations.
    • Identify, map and illustrate processes (LV.3), policies & procedures to ensure proper accountability within the Organisation.
    • Identifying the complicated process and diagnosing bottlenecks & proposing quick fixes.
    • Assess reporting line relationships and their impact on operations.
    • Competencies mapping & review, accordingly, apply an integrated talent management framework.
  • Technology Review and Inspection:
    • Examine system readiness for scalable changes.
    • Inspect data management & informed decision mapping.
    • Increase the number of internal payment methods, specifically online payment through internal infrastructure and other big market players’ platforms and/or tie-ups.
    • Moderate and Implement a meter reading system (Oracle meter reading).
  • Performance Management:
    • Set KRA & KPIs to measure the effectiveness and plan progress.
    • Integrate a holistic performance management framework correlated to incentives and rewards.
    • Establish an automated performance dashboard for critical service delivery indicators (i.e. meter reading, Days Sales Outstanding “DSO”, complaint response and resolution time, and new connections provisions).
  • Training requirements and methodology:
    • Design blended certifiable training programs to facilitate change.
    • Create customized e-learning programs & video snippets for sustainable change on the move.
•  The Impact:
  • Engineering and Customer Service units un-bundling readiness.
  • Customer-centric fit-for-purpose Organisation structure with distinctive accountability for each reporting line.
  • Improved operational KPIs by more than 50% (meter reading percentage, meter reading to billing percentage, DSO).
  • Complaint resolution time has improved by 78% to reach less than an average of 6 hours.
  • Voice of Customer (VOC) improved by 20% and Customer Effort Score (CES) improved by 27% and Customer Satisfaction (CSAT) improved by 32%.