Passion for Customers, Respect, Imagination, Simplicity and Entrepreneurial Spirit – these are Edenred’s values and a driving force for all its employees. Get a glimpse into the life of an Edenred employee, see what makes us vibe, and discover how we’re obsessed with Customer Centricity as we empower the financially unbanked sector in the UAE.
Since we’re celebrating ‘CX Month’, get a glimpse into the day-to-day of our Product Manager Mohamed Uzair Adil and see how we’re obsessed with Customers 💙💜
🎤 What do you do? What does your day look like?
➡️Simply put, I solve problems that help customers while driving our business forward. My day-to-day is a dynamic mix of solutioning, collaboration, and innovation, while chasing the next big problem to solve. I find this by speaking with our champions (cardholders), clients and members of our team. My goal is to continuously refine our products to ensure they meet the evolving needs of our customers.
🎤 Can you walk me through a typical customer journey from the initial touchpoint? What are the key touchpoints in this journey?
➡️The customer journey starts from the point a corporate customer discovers Edenred as a payroll services provider. We get them onboard, issue salary cards for their employees, and process their first round of salaries, which are some key milestones.
Post-onboarding, our focus shifts towards empowering their employees with financial services that they can use on the C3Pay app. This includes activation of their salary cards, remittances (sending money to their home countries) and using our other value-added services.
🎤 What is the most common challenge customers might face when interacting with our company?
➡️As a company that processes salaries for 2 million, time is of the essence. Our biggest challenge is ensuring timely and accurate payments, especially when dealing with external factors beyond our control. Communication at every touchpoint is vital, so we always try to keep our customers informed. This way, we strive to maintain their trust and minimize the impact on their overall experience.
🎤 What metrics do you use to measure customer satisfaction and success?
➡️To measure customer satisfaction and success, we leverage a combination of quantitative and qualitative metrics. We track Customer Satisfaction (CSAT) and Net Promoter Score (NPS) scores for both our champions and clients. We also seek qualitative feedback through phone calls and emails to understand customers’ experiences in greater detail.
For our champions, we also monitor their engagement levels on our app. which could be a leading indicator of customer satisfaction.
🎤 What are some examples of how we’ve used customer feedback to improve our products or services?
➡️We’ve lost count of the ways customer feedback has shaped our products and services. From launching credit products for our champions to introducing peer-to-peer transfers and even refining the basics of payroll tracking, every feature and improvement is a direct result of listening to our customers. Their needs and insights have been instrumental in guiding our product development and ensuring we consistently deliver exceptional experiences.
🎤 What languages do you speak?
➡️Urdu is my mother tongue. I also speak English, Hindi, Urdu and understand a bit of Tamil.
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