Key Account Management plays key role in enhancing DEWA's business relationships

"To achieve its vision to become a sustainable world-class utility, DEWA was the first government body to improve the activities of KAM three years ago and offer reliable and efficient services to our customers, in accordance with the guidance of our leadership to enhance Dubai's position as the leading global destination 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 latest offered services and improvements, facilitation and analysis of customers' feedback over level of services, proposing preventative and corrective measures accordingly, and measuring satisfaction levels rendered by DEWA to further enhance them. In order 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 customers, public and private sectors (industrial and commercial) as well as high-profile stakeholders. We cater to this elite customer base to ensure satisfaction levels match up to 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, EVP-Customer Services at DEWA.

In addition, KAM has conducted benchmarking studies for best practices with market leaders to study key customer strategies to further enhance DEWA services. DEWA intends to make the best use of KAM to enhance customer satisfaction.