Revenue growth
Reported contribution from the unified platform and loyalty programme.
HEAVY EQUIPMENT · KSA · CRM
Bakheet Group
A connected CRM, contact-centre, mobile and analytics platform supported a group-wide customer and loyalty agenda.
Programme led by our founder in an executive role. Results are carried over from the original case study.
Revenue index
Before100
After110
0120
- Sector
- Heavy equipment · multi-division
- Market
- Saudi Arabia
- Scope
- CRM & loyalty + full platform build
Systems Genesys · Microsoft Dynamics 365 · mobile CRM · Power BI
THE CHALLENGE
The starting point.
CRM and loyalty were fragmented across the group’s divisions. There was no unified platform, and limited analytics to guide decisions — leaving the group without a single view of the customer or the tooling to act on one.
THE WORK
How the change was delivered.
Directed CRM & loyalty
Owned the customer-data and loyalty agenda across all divisions.
Led the full platform build
Delivered the stack end to end — Genesys for the contact centre, Microsoft Dynamics 365 for CRM, a mobile CRM app, and Power BI for analytics.
Built and led the team
Recruited and led a 50-plus person team to deliver and run it.
Launched loyalty
Stood up a loyalty programme on the new unified data foundation.
THE OUTCOMES
What changed.
People led
A customer-service team built to deliver and run the operation.
Connected delivery
Genesys, Dynamics 365, mobile CRM and Power BI.
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