Dhofar Automotive CRM network chosen as Best practice in the Middle East region by Fiat Chrysler Automobiles

Dhofar Automotive CRM network chosen as Best practice in the Middle East region by Fiat Chrysler Automobiles

The 1st Annual Regional Customer Care Conference by Fiat Chrysler Automobiles (FCA) was held in Muscat. FCA chose Oman to host this conference mainly to demonstrate Dhofar Automotive’s new service facility at Mabella, as a best practice with in the region, and to establish the impact it has achieved in customer satisfaction. Dhofar Automotive’s CRM network was also chosen as a best practice in the Middle East region by FCA, and a team from Italy along with Tarik Al Bahnini, Head of Customer Care Operations at FCA, were taken over the CRM processes.

The Conference touched on the current call center & CRM practices and process, and introduced the new directions and development plans to elevate the regional standards to meet and exceed the global scores and requirements.

At the conference, Hawra Al Lawati, CRM Manager at Dhofar Automotive, gave a presentation on how Dhofar Automotive CRM Centre works as an important link between the customer and departments of the company.

As a customer Satisfaction initiative, Dhofar Automotive’s CRM Department now holds a Customer Communication Day – where they meet customers, at both their main service center locations (Athaibah & Mabella), to gain insight on how the new facilities have impacted their customer service experience with Dhofar Automotive.