Aldar Hospitality. Escalation Strategy Framework for Efficient Case Management

Aldar Hospitality developed a escalation strategy featuring an 8-level priority system, 4 escalation channels, and a detailed matrix to manage and resolve issues effectively, ensuring prompt attention for urgent matters and efficient handling of less critical cases.
Escalation Matrix
Escalation Strategy
Customer Experience
Client
Aldar
Date
December 20, 2020
Role
CX Consultant
Website
https://www.aldar.com/en
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Priority Levels

8

A priority system from P1 (most urgent) to P8 (least urgent) was developed to handle cases efficiently.

Escalation Channels

4

Issues can be reported and escalated through email, phone, online platforms, and other methods.

Escalation Matrix

1

A detailed escalation matrix assigns teams, priority levels, and SLAs for effective case resolution.

Quick Facts

Aldar Hospitality, a prominent division of Aldar Properties focusing on the hospitality sector, sought to improve their approach to customer support and issue resolution.

We helped develop a structured escalation strategy for Aldar Hospitality to efficiently manage customer issues across various service areas. Our approach included establishing clear escalation channels, stages, and priority levels, ranging from P1 for urgent cases to P8 for less critical issues.

We created an escalation matrix that mapped potential cases, assigned responsible teams, and defined resolution timeframes. This organized framework empowered Aldar Hospitality to address urgent issues promptly while effectively managing all customer concerns.

Contributors
Aslan Patov
Founder & CEO
Renascence
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Context, Approach & Methodology

To meet Aldar Hospitality’s needs, we developed an escalation strategy. This strategy included defining processes for case collection, processing, and escalation, tailored to the specific demands of the hospitality industry.

Groundwork

Defining Escalation

  • What it is: Escalation involves a systematic process for addressing issues or cases requiring higher levels of attention due to their complexity or urgency.
  • Importance: A well-implemented escalation strategy ensures efficient case management, timely resolutions, and high levels of customer satisfaction.

Focus Areas

  • Escalation Channels: Identified the channels through which issues are reported and escalated, including email, phone, and online platforms.
  • Escalation Stages: Defined the stages of escalation from initial reporting to final resolution.
  • Escalation Triggers: Established criteria for determining when a case should be escalated to higher levels based on urgency and complexity.
  • Escalation Touchpoints: Outlined the key points of communication between different levels of escalation.

Escalation Priorities

  • Priority Levels: Developed a priority system from P1 to P8, where P1 represents the most urgent cases requiring immediate attention and P8 represents the least urgent.
  • Priority Definitions: Clearly defined the criteria for each priority level to ensure accurate case classification and handling.

Escalation Case Groups

  • Responsibility Assignment: Assigned specific teams within Aldar Hospitality (e.g., Food & Beverage, Plumbing, Facilities Management) to handle cases based on their nature and priority.
  • Case Group Identification: Categorized cases into groups based on their relevance and required expertise for resolution.

Escalation Matrix

  • Matrix Development: Created an escalation matrix detailing all possible cases Aldar Hospitality might encounter, both from past experiences and anticipated scenarios.
  • Team Assignment: Assigned teams responsible for each type of case.
  • Priority Assignment: Assigned priority levels from P1 to P8 for each case.
  • Resolution SLA and Times: Defined Service Level Agreements (SLAs) and resolution times for each priority level to ensure timely and effective case resolution.

Implementation Steps

Case Collection

  • Identification: Determined key points within the customer journey where issues are likely to arise and require escalation.
  • Reporting Mechanisms: Established systems for customers to report cases through various channels.

Case Processing

  • Initial Handling: Defined processes for initial assessment and categorization of cases.
  • Case Routing: Implemented procedures for directing cases to appropriate teams based on their nature and priority.

Case Escalation

  • Escalation Procedures: Defined clear procedures for escalating cases between different priority levels.
  • Communication Protocols: Established protocols for communication between different escalation stages and teams.

Analysis

We developed a Gantt chart outlining the phases and timelines for implementing the escalation strategy. Each phase included initiatives breakdown detailing the budget, timeline, current situation, future goals, approach, responsibilities (RASCI), and success criteria for each initiative.

Result

  • The escalation strategy provided Aldar Hospitality with a structured framework for managing and resolving issues efficiently. Key outcomes included:
  • Structured Escalation Program: Implementation of a detailed escalation strategy with defined channels, stages, triggers, and touchpoints.
  • Prioritization System: Establishment of a priority system from P1 to P8, ensuring that urgent cases are promptly addressed while less critical issues are managed effectively.
  • Escalation Matrix: A detailed matrix that includes all potential cases, assigned teams, priority levels, and resolution SLAs, facilitating effective case management and resolution.

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FAQs

Few questions we frequently encounter in regards to customer experience consulting

What is customer experience consulting?

Customer experience consulting involves helping businesses improve every interaction a customer has with their brand. Consultants analyze customer journeys, identify pain points, and implement strategies to enhance satisfaction, loyalty, and overall customer experience.

Why is customer centricity important for businesses?

Customer centricity focuses on creating positive customer experiences at every touchpoint. It is crucial because it leads to higher customer satisfaction, loyalty, and retention, ultimately driving business growth and profitability.

How can customer experience consulting benefit my business?

Customer experience consulting can benefit your business by providing expert insights into customer behavior, identifying areas for improvement, and developing tailored strategies to enhance customer satisfaction, increase loyalty, and boost revenue.

What are the key components of a successful customer experience strategy?

A successful customer experience strategy includes understanding customer needs and preferences, mapping the customer journey, implementing personalized interactions, gathering and analyzing feedback, and continuously improving processes based on data-driven insights.

How does customer feedback play a role in customer centricity?

Customer feedback is vital for customer centricity as it provides direct insights into customer experiences and expectations. By collecting and analyzing feedback, businesses can make informed decisions to enhance their services and products, leading to better customer satisfaction.

What tools and technologies are used in customer experience consulting?

Tools and technologies used in customer experience consulting include customer relationship management (CRM) systems, customer feedback platforms, journey mapping tools, analytics software, and artificial intelligence (AI) for personalized experiences.

How can businesses measure the success of their customer experience initiatives?

Businesses can measure the success of their customer experience initiatives through key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), customer retention rates, and revenue growth.

What are common challenges in implementing a customer-centric culture?

Common challenges in implementing a customer-centric culture include resistance to change, lack of alignment across departments, inadequate customer data, insufficient training for employees, and difficulty in measuring and analyzing customer experience metrics.

How can personalization improve customer experience?

Personalization can improve customer experience by tailoring interactions, offers, and communications to individual customer preferences and behaviors. This makes customers feel valued and understood, leading to increased satisfaction and loyalty.

What role does employee training play in customer experience consulting?

Employee training is crucial in customer experience consulting as it equips staff with the skills and knowledge to deliver exceptional service. Training programs focus on understanding customer needs, effective communication, problem-solving, and fostering a customer-centric mindset.

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