Success stories powered by Unifonic: Jawa HR

Jawa Human Resources is a leading provider of human resources solutions in Saudi Arabia. It is well known across the Kingdom for delivering convenient and efficient workforce services. The company, headquartered in Khobar, operates across ten locations within the Kingdom to offer extensive reach and accessibility.

Jawahr connects workers in the industrial and domestic sectors to responsible employers across the Kingdom. The first part of its business involves helping companies hire professionals from abroad for long-term contracts or semi-skilled or unskilled workers for both long or short-term contracts. Jawahr handles everything from sponsorship and payroll to insurance and travel in these cases.

In the domestic sector, Jawa Human Resources reaches around 55,000 households around Saudi Arabia per month with its hourly cleaning services and live-in positions. Customer service is at the core of Jawa HR’s business strategy - the driving force behind everything the company does. Its goal is to create lasting value for its clients and to stand out as the leading provider of manpower services in Saudi Arabia.

The Challenges

As a company that prioritizes customer experience, Jawahr’s leadership team was concerned that their current systems and processes were not delivering on their aspirations. The team was experiencing several challenges in their customer engagement efforts and recognized the opportunity to upgrade large parts of their customer communication strategy. That led to Jawahr approaching Unifonic for advice. Amongst the challenges were:

• Most customer communications were handled manually, using email, paper, and processes that had evolved over time but could have been more optimal for the customer service staff or, crucially, the customer. Many processes took longer than needed and were prone to human error or at risk of getting lost in the system.

• The lack of a centralized communication system also resulted in some inconsistent messaging. This impacted customer satisfaction and meant that gathering customer insights was time-consuming.

• Customers and potential customers who called with queries often experienced long waiting times. The call center received thousands of calls daily, but unfortunately, around 7% went unanswered due to a lack of bandwidth within the team.

• Customer requests had to pass through a lengthy process involving multiple internal departments and frequent back-and-forths, often resulting in lost opportunities.

• The invoicing process did not benefit from information sharing between internal systems, which made the process inefficient and labor-intensive

Overall, these challenges affected Jawahr’s ability to scale customer service efforts and made it difficult to maintain service consistency. 

Why Unifonic

Jawa Human Resources selected Unifonic as a technology partner based on a recommendation from an existing client and a thorough assessment of Unifonic's solutions. They wanted to move away from the model of using several different providers and multiple systems and instead move to a more joined-up solution.

The partnership with Unifonic was intended to improve customer satisfaction, save time, and allow for the analysis and improvement of internal processes.

The Solutions

When the partnership between Unifonic and Jawahr  kicked off, the first order of business was to reduce the pressure on the company’s call centers and automate responses to routine inquiries. That was achieved through Unifonics' conversational support solution, which helped to deploy a chatbot over WhatsApp to handle common queries previously addressed by call center agents.

The chatbot was able to answer FAQs, such as information on the locations of branches and their working hours. Automated messages were directed at customers calling the call center, encouraging them to chat on WhatsApp instead of waiting for an agent to answer.

This meant that several communication channels could be consolidated into a single, unified platform. 

An SMS service was used to retarget customers who had been inactive on the app for long periods of time. 

Unifonic also provided Jawahr with a centralized dashboard that offered complete oversight of all customer communications, promotions, and complaints. Combining SMS, WhatsApp, and chatbots enhanced Jawahr’s operational efficiency and ensured consistent messaging across all customer interactions.

The Outcomes

Unifonic’s omnichannel customer engagement solutions have enabled Jawa HR to focus on delivering exceptional services while maintaining high levels of customer satisfaction.

• Unifonics conversational support solution, which provided a chatbot over WhatsApp has resulted in more than 50% of customer communications switching from voice calling to WhatsApp. All call center agents now have direct access to the WhatsApp chatbot through a centralized console, improving response times to around 4.5 seconds.
• Call volumes to the call center have reduced from around 12,000 per month to approximately 4,300, significantly reducing the pressure on call center staff.
• The partnership with Unifonic has significantly increased the number of customers downloading the Jawhr app to arrange services and access customer service via the chatbot.
• Invoices, earlier sent by SMS, are now sent via WhatsApp.
• The chatbot has also enabled the collection of detailed customer information and insights. That information is centralized for use by both the chatbot and customer service agents to personalize interactions and respond to each individual's needs.  

• On the customer’s side, these interventions have made it easier to reschedule service calls, change service providers, or fix appointments with a particular provider. Instead of queuing, customers can simply use WhatsApp to get an immediate response. 

• Unifonic has also enabled Jawhr to launch a new service called ‘Tawassut’, which helps customers recruit home help under their own sponsorship. 

• Unifonic’s intervention helped Jawahr significantly reduce the volume of missed calls. Previously, up to 7% of all calls were missed. This has now dropped to less than 4.5%, and the average call waiting time is now only 4.3 seconds. 

As Tarek Nounou, Jawahr’s marketing manager puts it, “Unifonic consistently surprises us with their advancements, which inspires us to integrate their technologies further into our operations”.

The Future

Jawhr’s future growth plans with Unifonic focus on innovative solutions to drive efficiency and expand service offerings. 

Work has already begun on integrating Unifonic solutions with backend systems to enhance client servicing and ensure an even smoother and more responsive support for clients.  

Jawa Human Resources plans to integrate an automated payment link on its WhatsApp channel. This will enable customers to reschedule their cleaning appointments by simply clicking a link.

In keeping with its core principle of providing exceptional customer service, Jawa HR aims to continue its successful partnership with Unifonic to improve customer experiences and make business processes more efficient.