CASE STUDY
Exploring Innovative CX Solutions to Drive Agricultural Services Transformation
About The Client
The client is an entity of the agriculture department that aims to provide high-quality, sustainable agricultural services to enable farmers, breeders, agricultural and commercial establishments to enhance operating efficiency and improve quality and productivity.
Industry | Agricultural Services
Solutions | SAP CX, BTP, S4/HANA
Location | Saudi Arabia
Business Challenges
- The Ministry of Environment, Water, and Agriculture aimed to create a digital marketplace for agricultural services, encompassing a wide range of offerings from camel care to palm tree maintenance, covering everything from planting to market delivery.
- However, they faced challenges with their systems, which were slow and costly, taking around four weeks to enable new services, lacking flexibility, innovation, and connectivity.
- The leadership envisioned leveraging IoT and AI to revolutionize agricultural services, with a goal of bringing over 250 services onto a digital platform.
- Their objectives included consolidating the agricultural market, supporting farmers' daily needs, connecting them with consumers, automating processes, and providing a unified solution for customer interactions related to agriculture and water.
Business Solutions
- Leveraging our expertise, we proposed a sustainable and flexible framework of connected Customer Experience (CX) applications to support future growth and intelligence.
- The focus was on delivering unified experiences to employees, customers, and partners, prioritizing business benefits over technical complexities.
- During the design phase, Royal Cyber brainstormed various approaches, ultimately deciding on a freestanding CX landscape to ensure agility and innovation.
- The solution centered around SAP C4C as the central reference system, bridging the gap between ERP and front-end technologies while maintaining flexibility for future enhancements.
Key Outcomes
Integrated Customers and Partners Seamlessly into a Unified Experience with Mobile Apps and Portal Applications
Enabled Easy Request Services for Customers with Timely Support and Effective Complaint Management
Ensured Farmers Gain Access to Subsidized Government Support and Improved their User Experience
Enhanced Efficiency and Effectiveness using Technology in the Agricultural Sector
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