One reference
A unique reference follows the full journey.
Customer journey
A clearer experience from first contact to final feedback.
i-CRM gives customers a consistent journey across every service channel while keeping the case fully traceable from registration through closure.
Customer-facing journey
One clear experience across every service channel.
The customer should always know that the case was received, who is handling it, what happens next, how it was resolved, and how to share feedback.
01SubmitThe customer submits a complaint, request, or suggestion.
02ConfirmThe customer receives acknowledgement and a unique reference.
03TrackStatus and next actions remain visible.
04Provide InformationAdditional details and documents can be supplied when requested.
05Receive UpdatesProgress and changes are communicated consistently.
06ResolveThe customer is informed of the outcome and closure.
07EvaluateFeedback is collected through the relevant service survey.
Customer experience commitments
Reduce uncertainty throughout the case lifecycle.
Clear progress
Status and next actions remain visible without repeated calls.
Consistent communication
Arabic and English updates explain what changed and what happens next.
Relevant feedback
The customer survey is sent when a service journey is completed.
What happens behind the journey
A simple customer experience supported by disciplined operations.
Customer entry
Submit, register, confirm the unique reference, and validate customer, policy, source, and regulator-related information.
The customer should always know that the case was received, who is handling it, what happens next, how it was resolved, and how to share feedback.
Customer entrySubmit, register, confirm the unique reference, and validate customer, policy, source, and regulator-related information.
Customer continuityThe same reference, history, and evidence remain connected.
GovernanceOwnership, SLA, communication, and decisions remain traceable.
Management insightPerformance becomes visible through dashboards and reports.
Case handling
Route, assign, collaborate, request information, manage documents, perform Case Reassignment, and monitor SLA.
The customer should always know that the case was received, who is handling it, what happens next, how it was resolved, and how to share feedback.
Case handlingRoute, assign, collaborate, request information, manage documents, perform Case Reassignment, and monitor SLA.
Customer continuityThe same reference, history, and evidence remain connected.
GovernanceOwnership, SLA, communication, and decisions remain traceable.
Management insightPerformance becomes visible through dashboards and reports.
Resolution
Communicate progress, record decisions and closure evidence, and send the relevant customer evaluation or service survey.
The customer should always know that the case was received, who is handling it, what happens next, how it was resolved, and how to share feedback.
ResolutionCommunicate progress, record decisions and closure evidence, and send the relevant customer evaluation or service survey.
Customer continuityThe same reference, history, and evidence remain connected.
GovernanceOwnership, SLA, communication, and decisions remain traceable.
Management insightPerformance becomes visible through dashboards and reports.
Insight
Use dashboards, reports, survey analysis, and root causes to identify service improvement opportunities.
The customer should always know that the case was received, who is handling it, what happens next, how it was resolved, and how to share feedback.
InsightUse dashboards, reports, survey analysis, and root causes to identify service improvement opportunities.
Customer continuityThe same reference, history, and evidence remain connected.
GovernanceOwnership, SLA, communication, and decisions remain traceable.
Management insightPerformance becomes visible through dashboards and reports.
One connected journey
The customer should always know that the case was received, who is handling it, what happens next, how it was resolved, and how to share feedback.
i-CRM keeps customer communication, case ownership, regulatory evidence, and management accountability connected from start to finish.
View Demo01Receive and confirm
02Handle and communicate
03Resolve and evaluate