Efficient Outsourcing

Nestlé
Middle East

Effectively connecting with your consumers relies on utilising a tailored approach and can be a challenge without the right experience or resources.  Outsourcing aspects to regional experts can provide a more high-performance result that is efficient and cost effective.  Nestlé Middle East appointed Serindipity Solutions to establish and manage their Nescafé ® Dolce Gusto ® GCC Regional Care Centre, thereby outsourcing their customer service, aftersales and logistics.  The rolling contract called for a productive, seamless resource that could successfully service the UAE and the wider GCC region as the primary brand customer service facility.   With a value of over AED 3.7 million per annum, this bespoke service has proved crucial in operational performance and has transformed consumer engagement across the UAE, KSA, Kuwait, Bahrain, Lebanon, Jordan and Oman.  

Serindipity Solutions was able to draw on their extensive expertise to design an expansive framework that was innovative, adaptable and able to realise the goals of this internationally recognised brand.    A variety of assets were engaged to ensure the Care Centre could serve as the main logistics hub for the coordination of deliveries, repairs, coffee machine spare parts and also facilitate marketing initiatives and sales opportunities.  A full human resources structure was implemented to enhance productivity and track progress including an organisational guide, recruitment and selection, Brand Ambassador development and training plans.  By adopting Nestle software and ensuring system training, the Care Centre is fully integrated into the company in order to retain a seamless connection.   Serindipity Solutions also managed development of the company’s KPIs and service level agreements with all stakeholders, thereby alleviating undue stress for the brand and providing trackable results to ensure client satisfaction every step of the way. 

Key Deliverables

  • GCC Consumer Engagement
  • Stakeholder Management
  • Pilot Programme Design Rollout
  • International Logistics management
  • HR Services and Staff administration
  • Compliance tracking
  • Customer Service