A leading social housing provider in the Middle East, operating large-scale residential communities, was experiencing rising customer dissatisfaction linked to the quality of contractor services and lack of transparency in issue resolution. Seeking to modernize its customer experience (CX) and contractor management model, the client partnered with us to deliver a digitally enabled, AI-driven transformation.
Table of Contents
The Challenge
Customers increasingly voiced frustration due to friction in contractor and consultant engagements, leading to reputational risks and inefficiencies in the customer support model. Key pain points included:
- Confusion and lack of trust in contractor selection processes
- Inconsistent service quality, with limited mechanisms for customers to monitor or evaluate performance
- Unclear accountability, resulting in delays and unresolved grievances
These issues were straining the organization’s customer happiness centers, inflating costs, and eroding trust in service delivery.
The Solution
We implemented a full-spectrum Customer-Contractor Experience Transformation through our proprietary CX Enhancement Framework. The focus was on digitization, predictive quality control, and aligning service portfolios with customer expectations. Key solution components included:
- ✅ AI-driven Contractor & Consultant Empanelment Platform
→ Enabled transparent, data-backed contractor selection
→ Optimized decisions for both value and customer outcomes - ✅ Service Portfolio Restructuring
→ Re-designed service levels aligned to what matters most to customers
→ Rationalized offerings to match quality expectations and budget realities - ✅ AI-enabled Quality Monitoring System
→ Real-time contractor performance dashboards and alerts
→ Predictive insights to pre-empt issues before they escalate
The Approach
- Current State Journey Mapping
→ Mapped end-to-end interactions between customers, contractors, and consultants - Pain Point Analysis
→ Identified friction in service access, feedback loops, and resolution timelines - Digital Platform Enablement
→ Built & integrated AI-powered modules on the client’s existing systems - Customer-Centric Redesign
→ Repositioned offerings and expectations based on customer value drivers - Early Warning & Proactive Service Module
→ Developed predictive models to flag potential service issues 20+ days in advance
The Impact
- Over 90% Customer Happiness Score within the first quarter of implementation
- Significant reduction in complaints, easing operational load on customer happiness centers
- Contractor-consultant ecosystem digitized and standardized, creating transparency and efficiency
- Early Warning AI System deployed 20 days ahead of target schedule, improving issue anticipation and response times
