Customer Engagement Initiatives
To elevate customer centricity and sustain profitable relationships, IH introduced a robust Key Account Management (KAM) system and refined feedback channels:
Survey Tools Implementation:
IH has integrated platforms like SurveyMonkey to gather real-time feedback from clients efficiently. This system allows for immediate responses and data-driven enhancements to services, ensuring that client needs and concerns are promptly addressed.
Dedicated Experience Teams:
To ensure exceptional service delivery and customer satisfaction, IH has established dedicated experience teams. These teams provide round-the-clock support, facilitating quick issue resolutions and clear escalation paths. This direct interaction fosters a deeper level of personalization and customer care.
Regional Expertise and Localized Management:
Recognizing the importance of localized knowledge and connections, IH has appointed new management with specific regional expertise. This strategic move not only enhances the understanding of local market dynamics but also accelerates the trust-building process with regional clients, leading to stronger and more resilient business relationships.
These strategic enhancements in customer engagement and management have significantly bolstered IH’s customer relations, as evidenced by:
High-Value Contract Retention:
Successful retention of major contracts with key clients like Ma’aden, ADC, and SAR, demonstrating the effectiveness of the new customer engagement strategies.
Expansion and Growth:
The onboarding of 11 new remote rigs in 2024, which highlights IH’s expanding reach and ability to secure new projects, further reflecting its commitment to growth and customer-centric innovation.
IH in Numbers