Unified service CRM for one of the UAE's largest transportation operators.

The operator manages an enormous volume of service interactions across two distinct contact populations — customers booking and using mobility services, and the partner drivers delivering them.

Each population came with its own set of service categories, its own SLAs, and its own escalation paths. Bookings, complaints, enquiries, refund requests, and suggestions for customers — alongside employee requests, salary-related complaints, and service follow-ups for drivers. Managing that volume in fragmented systems made consistent service quality, accurate SLA reporting, and unified visibility difficult to sustain. Leadership wanted a single platform that could centralise case management for both groups, support role-based governance across service teams, and provide the operational visibility to elevate service standards across the whole organisation.