Ejadah Asset Management, a distinguished leader in the facility management industry, renowned for its unwavering commitment to excellence and innovation, operates through three key subsidiaries: Idama, which offers advanced B2B facility management solutions; Arkan, dedicated to providing comprehensive security solutions; and Shabaka, which focuses on delivering top-tier B2C facility management services. With a formidable workforce of over 15,000 employees, Ejadah recognises that its people are its greatest asset.

Harnessing technology for transformative change

At the heart of Ejadah’s success lies a strategic emphasis on technology to enhance its service offerings and operational efficiencies. Its approach integrates several advanced technologies that have been instrumental in transforming its service delivery model from a reactive to a proactive, and ultimately, predictive approach:

• Maximo for CAFM systems: Maximo has been a cornerstone in refining Ejadah’s CAFM systems. This state-of-the-art solution enables the organisation to manage and monitor facilities with unprecedented efficiency, allowing it to anticipate maintenance needs and address potential issues before they affect our clients.
• Genesys as an omnichannel platform: The adoption of Genesys has revolutionised Ejadah’s communication capabilities. This sophisticated omnichannel platform integrates multiple communication channels—phone, email, chat, and social media—into a seamless interface, significantly enhancing the organisation’s ability to engage with customers and address their concerns in real-time.
• Qualtrics as the Voice of the Customer (VOC) Tool: Qualtrics serves as a vital tool for capturing and analysing customer feedback. By leveraging this technology, Ejadah gains deep insights into customer experiences, which drive its decision-making processes and fuel our commitment to continuous improvement.
• Salesforce for B2B: Salesforce has been pivotal in transforming the company’s B2B relationships. This comprehensive platform offers a detailed view of client interactions, streamlining our processes for sales and customer service, and enabling us to deliver personalised, high-quality service.
• RPIs in Procurement: Ejadah introduced Robotic Process Automation (RPAs) into its procurement system, significantly cutting down the procurement cycle time by 50%. This automation enhances efficiency, reduces human error, and accelerates the overall procurement process, allowing it to better serve its clients' needs.
• Data Analytics and Power BI Dashboards: Ejadah leverages advanced data analytics and Power BI dashboards to ensure a predictive and proactive approach to facility management. These tools provide comprehensive performance visibility, enabling it to track key metrics and identify trends that inform our strategic decisions.

Mapping the customer journey in B2B and B2C

Through technology integration, Ejadah has been able to clearly map the customer journey in both B2B and B2C segments. This detailed mapping helps it understand and anticipate customer needs at each touchpoint, ensuring a seamless and satisfying experience. By leveraging data from various sources, it can customise its services and proactively address potential issues, enhancing the overall customer experience in facility management services.

Empowering the workforce

Ejadah’s commitment to excellence extends to its internal operations, where technology plays a crucial role in empowering employees. The organisation’s investment in advanced platforms reflects its belief that a well-supported workforce is key to delivering exceptional customer experiences:

• Employee Apps and Learning Management System (LMS): Ejadah’s innovative employee apps and LMS facilitate continuous learning and development, ensuring that its workforce remains at the forefront of industry knowledge and best practices. These tools foster connectivity and professional growth, equipping its employees to meet the evolving needs of its clients.

Building a customer-centric culture

The company’s success is also rooted in embedding customer centricity into the core of its  organisational culture. This cultural shift is driven by several strategic initiatives:

• Integration of functions: By fostering seamless collaboration across departments, it has created an unified approach to customer service, enabling holistic and efficient client support.
• Pain point meetings and training: Regular sessions focused on identifying and resolving customer pain points, combined with targeted training programs, ensure that the team is equipped to deliver exceptional service.
• Service centricity and customer centricity workshops: These workshops provide a platform for brainstorming methodologies to overcome challenges and design tools for predictive action, fostering a culture of continuous improvement and exceeding customer expectations.

Multichannel availability and rapid resolution

• In today’s fast-paced world, our commitment to providing accessible and responsive service is paramount. Ejadah offers robust multichannel support for both B2C and B2B clients, ensuring they can connect through phone, email, chat, and social media, 24x7, 365 days a year. This comprehensive availability facilitates rapid issue resolution, contributing to its exceptional resolution metrics and high levels of customer satisfaction.

Uninterrupted Service During Crises

• The company’s dedication to service excellence is evident in its ability to maintain uninterrupted support during crises. For example, during the recent rainstorm in the UAE, its support system remained fully operational, effectively managing customer concerns and ensuring continuous service delivery. This resilience highlights the robustness of its technological infrastructure and the commitment to upholding high service standards.

Achievements and Impact

The success of Ejadah’s transformation efforts is reflected in several key metrics:

• 5.5% Revenue Growth: Its strategic initiatives have driven significant revenue growth, underscoring the value it provides to clients. 
• Complaints Below 2%: The effective complaint management processes have resulted in a complaint rate of less than 2%, demonstrating a strong commitment to resolving issues swiftly and effectively.
• 96% Client Retention Rate: It achieved a remarkable 96% client retention rate, a testament to the strength of its client relationships and satisfaction.
• CSat Score Above 89% and NPS of 60: Ejadah’s customer satisfaction score exceeds 89%, and its Net Promoter Score (NPS) stands at 60, reflecting high levels of client satisfaction and loyalty.

Recognition and accolades

Ejadah’s excellence in customer experience and complaint management has garnered numerous accolades on both regional and global stages. It won 15 prestigious awards since 2020, exclusively for Customer Experience and Customer Happiness. These accolades are a testament to its successful implementation of industry best practices and an unwavering commitment to service excellence.

Future directions and innovation process

As it moves forward, Ejadah remains dedicated to advancing customer experience and technological innovation. Its future initiatives will continue to focus on leveraging cutting-edge technologies to enhance its service delivery and reinforce its  leadership in the facility management industry. It aims to persist in nurturing its customer-centric culture and aligning the team with its  vision of excellence.

Ejadah’s approach to innovation is systematic and forward-thinking. It continually explores new technologies and methodologies through dedicated innovation labs and strategic partnerships with leading tech companies. Its internal R&D efforts are focused on identifying emerging trends and integrating them into its operations to stay ahead of the curve. By maintaining this proactive stance, it ensures that it is always at the forefront of industry advancements, delivering unparalleled value to clients and customers.

In summary, Ejadah Asset Management’s journey towards elevating customer experience is marked by strategic technology integration, a deep-seated commitment to customer centricity, and a relentless pursuit of excellence. Through continuous innovation and a focus on delivering exceptional value, it aims to set new benchmarks in the industry and exceed the expectations of our clients and customers.