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Dubai Electricity & Water Authority
  • العربية
27 April 2013

Key Account Management highlights role in enhancing DEWA’s business relations

The Dubai Electricity and Water Authority (DEWA) is strengthening ties with key customers by enhancing the Key Account Management (KAM) functions across its Customer Relations departments to establish, maintain, and improve strong and efficient long-term business relationships. This is In line with DEWA’s corporate values to adopt best practices to raise customer satisfaction levels and the quality of services offered. “To achieve its vision to become a sustainable world-class utility, DEWA has been the first government organisation to enhance the activities of KAM in 2009 to offer reliable and efficient services for our customers, in accordance with the guidance of our leadership to promote Dubai as a global hub for finance, business, and tourism,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA. “KAM’s responsibilities are varied but a significant aspect is to understand as well as anticipate the needs and expectations of each of our key customers,” added Al Tayer. KAM’s core responsibilities include continuous updates to customers with the latest services offered and improvements, facilitation and analysis of customers’ feedback over level of services, proposing preventive and corrective measures accordingly, and measuring satisfaction levels rendered by DEWA to further enhance them. To achieve these objectives, a dedicated team of professionals has been allocated to provide the highest levels of services to key customers, including personal visits to better understand and anticipate their needs and expectations. “KAM provides its services to governmental, semi-governmental, and private sectors including industrial and commercial categories, as well as high-profile stakeholders. We cater to this elite customer base to ensure that their satisfaction levels match the world-class standards sought after by DEWA in line with Dubai Government’s commitment to further strengthen quality and excellence,” said Abdullah Al Hajri, VP of Customer Relations at DEWA. KAM has conducted benchmarking studies for best practices with market leaders to study various customer-oriented strategies to further enhance DEWA’s services. DEWA intends to make the best use of KAM to enhance customer satisfaction.