Objectives, challenges and opportunities

• The digital transformation of service and social media outreach processes
• Complete complaint management process with Customer Satisfaction Survey
• Response via multiple communication channels - emails, inbound and outbound calls, and SMS
• Full integration with SAP S/4 HANA back officeFunkční ticketovací systém
• Optimizing the processing, management, and analysis of customer communication and the ability to create and manage a knowledge base

• Non-existent, a unified platform for processing, managing and analyzing customer communication, notably in problem-solving and complaints
• Non-uniform service processes
• No ticket system

Why SAP?

• Flexible, dynamic, fast, user-friendly, easy-to-understand and functional solution easy to integrate with SAP back office
• Preconfigured functionality to support business processes, fast and structured implementation
• Regular quarterly updates with minimal impact on system operation
• Prepared Integration

Implemented solution

• Complain Management
• Customer Satisfaction Survey
• Social Media
• Analysis

Benefits

• All service processes unified on a new digital platform
• Increased productivity and customer engagement, increased customer satisfaction and loyalty through relevant and personalized interaction through multiple channels
• Higher efficiency of service request handling, the ability to respond via multiple communication channels

About the customer

From a humble and small supermarket at Maysaloun, the Sharjah Cooperative Society (SCS) has grown by leaps and bounds boasting of 20 branches across the emirate. It also has an ambitious plan to set up the biggest trading and marketing complex in the UAE. Though the society is operating with the objective of selling consumer foods and ration products at affordable prices, it also aims at providing the best services and prices by providing all basic commodities.