Aqualia, a pioneering global water management company, has made a real difference in house connection services in Saudi Arabia’s Northern Cluster.
In collaboration with the National Water Company (NWC), the company has developed an advanced strategy based on efficiency, data-driven decision-making, as well as excellent customer engagement.
In 2024, Aqualia successfully promoted service delivery, decreased backlogs and secured an 89% customer satisfaction rate, according to the company.
Before adopting the new strategy, house connection management faced several challenges such as delays, limited real-time visibility, and inefficient request prioritization.
As a result, Aqualia implemented a new structured system boasting daily tracking mechanisms, proactive customer communication, and KPI-based monitoring.
According to the new system, house connections are currently installed within 15 working days after payment and customer requests are processed within 5 working days before payment.
In order to ensure more customer satisfaction, the company also employed performance-based incentives for contractors, linking their success to customer satisfaction metrics and operational timelines. This approach has significantly fostered accountability and the overall customer experience.
Looking ahead, Aqualia aims to accelerate automation, data integration, and cross-functional collaboration to support long-term improvements in house connection management.
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