.avif)
Turning Customer Requests into Timely Resolutions
Exequte’s Ticketing App connects customer requests to the appropriate teams, enabling timely tracking, management, and resolution by the contact center
Ticketing Users
Departments
Locations on One Platform
About client
Alwaha for Cars Qatar, founded in 1997, is an established automotive company serving customers across Qatar through vehicle sales, rentals, servicing, and related automotive services. With decades of experience in the local market, the company operates across multiple teams and locations to support its customers.
With 40+ departments and 5+ locations, Alwaha manages a wide range of customer requests, making efficient coordination and timely service an important part of its operations.
The Challenge
Managing Customer Requests Across Disconnected Processes
As customer requests came through the call center, they were manually recorded and shared with the relevant departments through emails and messages. This made it difficult to track request ownership, monitor pending and resolved requests, follow up on SLAs, and manage customer and document requests efficiently.
Customer Requests Were Manually Shared Across Departments
Lack of Centralized Visibility Challenged SLA Management
Email and Message-Based Handoffs Slowed Follow-Up
SLA Compliance Needed Better Monitoring
Manual Tracking Complicated Pending Request Monitoring
Disconnected Processes Complicated Customer and Document Requests
The Exequte Solution
Exequte introduced a centralized ticketing workflow that connects Al Waha Cars’ call center with teams across departments and locations. The platform helps teams manage customer requests from ticket creation and routing through resolution, monitoring, and closure, while giving department heads and administrators greater control over ticket performance and pending actions.
Centralized Ticket Management
Customer requests are captured as tickets in one centralized workspace, giving teams a clear record of each request, its current status, assigned team, and progress toward resolution.
Unified Routing & Structured Ticket Lifecycle
Tickets are routed to the appropriate department based on the nature of the customer request. Defined ticket statuses help teams track every request from creation and assignment through resolution and closure.
SLA Monitoring & Automated Escalation
SLA policies help teams monitor tickets against their required resolution timelines. Tickets approaching or breaching SLA can be identified for attention, while escalation workflows help ensure pending issues are followed up by the appropriate teams.
Department Performance & Action Monitoring
Department heads and administrators can monitor resolved, unresolved, pending, and SLA-breached tickets within their respective areas. This provides a clearer view of department performance and helps identify tickets that require immediate attention.
Automation, Notifications & Ticket Templates
Built-in cloud automation helps streamline repetitive ticketing processes, while automated notifications keep department heads, administrators, and relevant teams informed about assignments, updates, escalations, and tickets requiring attention. Multiple ticket templates can also be configured based on departments or the nature of customer requests, creating a more consistent ticketing process.
Customer Portal & Document Workflows
For requests that require customer documents, agents can initiate a document request through the Customer Portal. Customers are notified and can upload the required documents directly, allowing the relevant team to continue processing the request without unnecessary back-and-forth.
Results
Reduced time to move customer issues from request to resolution.
Automated routing and notifications minimize repeated coordination.
Teams can track every request, update, and resolution in one place.
Structured handoffs connect issues with the right department.
SLA policies and escalation workflows help teams manage pending requests.
A centralized workflow reduces fragmented handling across teams.
Customer Feedback