OUR CLIENTS

Client relation center,
after sale support, lead generation,
appointment bookings, event RSVP
Coverage: 65 countries

Ongoing Mystery shopping sales
and after sales MENA,
Event RSVP, Multi-brand Study

Client relation center,
lead generation, appointment
bookings, event RSVP

Ongoing Mystery shopping sales
and after sales MENA,
Event RSVP, Multi-brand Study

Client relation center,
lead generation, appointment
bookings, event RSVP

Client relation center,
after sale support, lead generation,
appointment bookings, event RSVP

Customer Satisfaction Management,
Research, Mystery Shopping, Database
Management and Lead Generation,
Multi-brand Study

Client relation center,
lead generation, appointment
bookings, event RSVP

Database Cleansing,
Lead generation, SMS & WhatsApp
Campaigns

CRM Partner, Market Research,
Online campaigns and Fulfillment Services,
Email and RSVP campaigns, Multi-brand Study

CRM Partner, Market Research,
Online campaigns and Fulfillment Services,
Email and RSVP campaigns

Multi-brand Study

Mystery shopping

Mystery shopping

Sales Mystery Shopping

Sales Mystery Shopping
Research Studies

Mystery Shopping,
Customer Satisfaction Barometer

Soft skills
and sales training

Client relation center,
lead generation, appointment
bookings, event RSVP

Database Cleansing

Mystery Shopping,

Client relation center,
lead generation, appointment
bookings, event RSVP

Client relation center,
lead generation, appointment
bookings, event RSVP

Mystery Shopping

Mystery Shopping

Mystery Shopping

VAN CLEEF & ARPELS

“I appreciate the high level of services provided and the benefits that come with an “exclusive team” such as a wide range of actions, more personal involvement, last-minute support, training possibilities and many more.
They became part of the VCA family.”

Kristof Desmedt, CRM Manager,
Van Cleef & Arpels

JAGUAR

"I've worked with CRM ME for 5 years and I have consistently found them to be highly dependable. Among a highly complex region and fast changing environment CRM ME are flexible, quick to adapt and deliver every single time. CRM ME is our partner and over the years were able to deliver more than 1,500 unique mystery shop visits and calls with flawless quality. Their operation team is exceptionally motivated and always maintain a high level of professionalism and dedication even amid most stressful of times"

Yasmien Sakr, Customer Experience Manager,
Jaguar Land Rover MENAP Region

CARTIER

“CRM Middle East was our platform for the first luxury relation center in the Middle East. The process was smooth and enjoyable. The agency provides very professional advice with a team that is very detail oriented and with great client handling skills. It is the boutique agency that would be a great asset for any company and has our highest recommendation.”

Natalie Doumit, Customer Service Manager,
Cartier Middle East & India.

CARTIER

“Cartier has worked with CRM-ME for over nine years as the trusted provider of our Client Relations Centre. The ability of CRM-ME meeting Cartier’s values and high standard requirements in terms of client contacts and service has been notable. Most recently, the CRM-ME team was able to respond and adapt their operations in a very agile way, ensuring business continuity as a response to Covid-19.”

Elena Foffani, REGIONAL CLIENT DIRECTOR
Cartier Middle East, India & Africa

Montblanc

CRM ME has been an integral part of our success in the region from the moment of inception. They have provided professional support and understanding of both our customers’ needs but also our brands requirements. I would recommend them to anyone who is looking for the best-in-class client servicing

Joseph Degaetano,Head of Ecommece,
MEIA Montblanc

AUDI

“We have experienced CRM Middle East as a very flexible and proactive company. They have our complete trust and we recommend them.”

Stefanie Paetow, Brand Communications
and CRM Manager, Audi Middle East

PIAGET

CRM Middle East proposes a personalized service that meets all Piaget requirements when dealing with our clients needs.

Piaget Brand Director Middle East & India,
Piaget Middle East

MERCEDES BENZ

“I highly recommend crm ME as a reliable business partner. Their personalized touch, professional approach, ideas generation and flexibility gave me a true feeling of partnership and optimized my project.”

Hiba Daaboul, Planning and Controlling,
Mercedes-Benz, Daimler Middle East and Levant

BMW

“I worked closely with crm ME in the scope of BMW Group Middle East’s regional call center and later as the service provider

of the GCC Multi-Brand CSI. All I can say

is that I strongly recommend the qualified services of crm ME based on their high level of professionalism, highly skilled and motivated account management team, proactive work approach, in-depth knowledge of the region and in-depth understanding of working with premium brands.”

Sarah Klippert, Mini Brand Manager and CRM,
BMW Group Middle East

Luxury Client Relation Services.

Objective

Support Retail Operations and be at par with luxury experience provided at boutiques

Solution

Set up of dedicated client relations center to handle communication with luxury clients

Key Success Factors

100% of emails answered within 24 hours
98% of calls answered in less than 10 seconds
94% First Time Resolution
Development of Call Center Experts capable of providing service consistent with luxury boutique experience

Objective

Increase Sales

Solution

Design and implement processes for lead generation through Client Relation Center. Tracking and reporting of revenue generated through leads

Key Success Factors

40 to 60 leads generated per month
53% conversion rate highlighting brand ambassador ability to detect buying signals
More than AED 10 million revenues generated through customer care center in 2 years

Objective

Provide strategic insights and support to Marketing and PR operations

Solution

Conduct RSVP Outbound campaigns to secure client attendance to various product launches and PR events

Design process to efficiently capture inbound enquiries directly generated by media advertising

Key Success Factors

Consistently achieve guest attendance targets and leverage on contact to clean database
Media performance reports supporting media planner in campaign improvement initiatives

Objective

Increase Customer Satisfaction

Solution

Set up of exclusive client relations center to manage customer satisfaction

Key Success Factors

CSI score from 54% to 87% within 2 years
Managed customer complaints with 87% first time resolution

Email Marketing Campaign

Objective

Email Marketing campaign for premium manufacturer

Expand marketing efforts by introducing other channels
Increase website traffic
Keep customers informed with offers, new product launches and upcoming events
Improve branding and build customer rapport through email communication
Increase sales conversions and drive incremental value by contacting the maximum number of users

Solution

Online email marketing tool

Contact list segmentation helped in targeting a campaign based on product interest and historical response behavior thus resulting in higher ROI
Higher delivery to inbox influenced higher traffic to the website
Mobile-ready HTML design enabling higher penetration
With online campaign tracking, team was easily able to gauge the success of each campaign

Key Success Factors

Of the 30,000 people who opened email, 1200 subsequently were converted to sales
Contact management became much simpler

Mystery Shopping Program

Objective

After-Sales Mystery Shopping for Premium Manufacturer

Assessment and measurement of employee performance and service quality at dealerships’ network
Identification of strengths and weaknesses

Solution

Introduction of regional mystery shopping program covering service process and part sales

14 countries in GCC, Levant, Iraq & North Africa Region
22 Workshops over 4 Waves
Recruitment of real customers whose cars were due for service
Fieldwork including de-brief with customers
Reporting including management summary and recommended action plan

Key Success Factors

Recruitment and briefing of real customers
30% improvement of performance across dealerships

Objective

Sales Mystery Shopping for Premium Manufacturer

Assessment and measurement of employee performance and sales process at dealership network
Identification of strengths and weaknesses
To help the dealerships benchmark how effectively their sales processes were executed and identify customers explicit and implicit needs

Solution

Introduction of mystery shopping program covering sales process at dealership network and competition

37 Showrooms across UAE
Recruitment of real customers who are interested in purchasing a new vehicle
Recruitment of mystery shoppers who resemble a premium & luxury automotive customer profile
Fieldwork including training and de-brief of mystery shoppers
Reporting including management summary and recommended action plan

Key Success Factors

25% improvement of performance across dealerships

Objective

Sales Mystery Shopping for Luxury Retail Brand

To gain insights on customer service level & adherence to guidelines such as discount policy for brand’s and partners’ retail outlets
Identification of strengths and weaknesses
Improvement of customer awareness and motivation of employees towards customer-orientation

Solution

Introduction of regional mystery shopping program covering sales process

Mystery Shopping Program covering 20 cities in 8 countries
Quarterly waves to measure improvement of performance
Questionnaire design and development of briefing material including scenarios based on project objectives

Key Success Factors

Recruitment of mystery shoppers fitting the brand in order to ensure integrity of project and qualified evaluation