This year has been an exciting one for ServeU, after coming out of the unprecedented challenges of 2020. However, with the right foresight and strategy recalibration, ServeU has been able to accomplish key milestones. To name a few, they have won multiple new contracts worth over AED 200 million; launched the new security company - Ehkam; and expanded to cover the B2C segment in the form of their newly unveiled ServeU Essentials following the success of the B2B services in Abu Dhabi. ServeU Essentials offers customers cost-effective facilities management (FM) services for their residence. “It was this year as well that we formally opened Abtikar, our integrated center for soft and hard FM services training,” adds Gary Reader, GM, ServeU.
Moreover, Expo 2020 Dubai has brought new businesses to ServeU. “We were awarded 21 contracts with a combined value of AED 30 million,” says Gary. ServeU provides various pavilions with a host of FM solutions such as Front of House (FOH) and Back of House (BOH) staffing; cleaning; security; mechanical, electrical, and plumbing (MEP); driver and porter; landscaping and oncall services. “We are operating an electrical fleet around the Expo 2020 site for logistic needs, this is part of our wider initiative to move towards a greener transportation network across the UAE,” says Gary.
At the Expo site, ServeU also launched an automated, dedicated customer mobile application. The mobile app has a built-in booking system that gives customers direct access to the mobile teams stationed at the Expo venue. Another highlight is the recognition of ServeU Facilities Management, which secured 11 awards for its business prowess under distinct categories for FM, cleaning, and customer service.
The 2022 impact!
The benefits of many of their key strategies implemented this year will carry over in 2022 and beyond. “Our move to heavily invest in service delivery automation has brought immense improvements in our operations and resulted in us gaining a customer satisfaction rating of 93 percent. We have witnessed a significant drop in customer complaints with a long-lasting positive impact on our business,” says Gary.
Furthermore, they desire to provide their customers with a self-service portal such as the Mobile App, which will set a new trend in customer interaction. “We are confident SERVEU that about 70 percent of our customer interactions in the early months of 2022 will be conducted via our WhatsApp Business and customer mobile app,” says Gary.
Serve U’s upcoming launch of an integrated service for the home automation and energy management department, which is now in the final stages, will also significantly impact its business next year. “We are particularly excited about our energy management department, which will leverage the Internet of Things (IoT) for predictive maintenance,” adds Gary.
Next year will be a bigger year for ServeU. “We will further expand our services—especially our security business in Abu Dhabi through Ehkam—in both the UAE and Saudi Arabia markets. We are also set to launch a couple of major mobile platforms to enhance our operations and boost the quality of our service delivery,” sums up Gary.