Recognizing the role of service excellence in the customer journey, Al Masaood Automobiles Service embarked on a transformation to elevate its operations and redefine industry benchmarks. As the authorized distributor of Nissan, INFINITI, and Renault in Abu Dhabi, Al Ain, and the Western region, Al Masaood Automobiles continually places customers at the centre of its operations, striving to offer the best possible services and experiences to all customers.

By streamlining processes and aligning management approaches across all branches, the team sought to create a more cohesive, efficient, and customer-centric service model. This transformation was less about addressing shortcomings and more about pushing operational and cultural excellence— empowering frontline teams, fostering a collaborative culture, optimising workflows, enhancing productivity, and elevating customer satisfaction.

Rimoun Hanouch, General Manager, Al Masaood Automobiles Service said, “True transformation is not just about improving processes – it’s about anticipating customer needs and evolving to exceed them. At Al Masaood Automobiles, we set out to raise the bar, crafting a seamless, customer-first experience powered by innovation and collaboration. By refining our operations, strengthening our teams, and fostering continuous improvement, we are not only enhancing service quality but also redefining what excellence looks like in the automotive service industry.”

Strengthening Operations

With a clear vision of elevating service standards, Al Masaood Automobiles Service took strategic steps to enhance operational efficiency and consistency by standardizing management practices across all branches. These measures improved workflows and encouraged stronger collaboration, ensuring a seamless customer experience. A key aspect of this transformation was engaging frontline employees whose insights played a vital role in shaping improvements and ensuring practical solutions. This approach fostered a sense of ownership and accountability, contributing to improved service retention.

Enhancing the Customer Journey

At the core of this transformation was a renewed focus on understanding the customer journey from every possible perspective. This led to comprehensive insights from sales, service, and support teams., allowing for targeted enhancements, such as optimizing communication channels and improving service responsiveness, ensuring a consistent high-quality experience across branches.

Investing in People

A customer-centric service model thrives on the strength of its people. Al Masaood Automobiles Service placed a strong emphasis on training, professional development, and performance-driven incentives. Certification programs empowered employees, while a revamped incentive scheme motivated teams by recognising contributions that drive the company’s objectives. The "Fix It Right the First Time" initiative from Nissan reinforced a culture of precision and accountability, driving measurable success—success rates rose to 97 percent, while service contract penetration increased by over 20 percent.

The journey of Al Masaood Automobiles Service represents the power of collaboration and innovation. By creating an environment where employees and customers thrive, the company has set new benchmarks in service quality. This transformation is about continuously pushing boundaries, leading by example, and setting new industry standards.