CUSTOMER STORIES/RAALC

Zero to 100% monitoring of all agent-client conversations for Dubai Courts

Marwan Mamdouh BadawyQuality Management (QA), RAALC Government Services

|2 MIN READ|

CONVERSATION MONITORING100%

AT A GLANCE

The Story

RAALC Government Services, operating through its Al Adheed centre, is a premier government-authorised entity providing specialised services for the Dubai Courts. In the high-stakes environment of legal and judicial administration, precision, transparency, and rapid response are non-negotiable standards.

Under the guidance of Marwan Mamdouh Badawy, who leads Quality Management (QA) at RAALC, the centre recognised that their decentralised communication methods were hindering their ability to maintain government-grade oversight. By partnering with DoubleTick, RAALC transformed its judicial support operations into a centralised, transparent, and quality-driven digital ecosystem.

CHALLENGE 1

Fragmentation and Lack of Oversight

Previously, RAALC’s agents used multiple individual phone numbers to interact with clients. This fragmentation made it impossible for the Quality Management team to monitor conversations or maintain a consistent brand voice.

CENTRALISED OFFICIAL PRESENCE

Unified Official ChannelReplaced disparate agent numbers with one official WhatsApp presence for Dubai Courts.

Centralised QA DashboardManagement gained a comprehensive view of all active chats, allowing for real-time monitoring.

Agent AccountabilityThe platform enabled the QA team to audit conversation history, ensuring all legal service delivery met strict government protocols.

CHALLENGE 2

Invisibility of Client Satisfaction (CSAT)

Prior to implementing DoubleTick, the centre had no mechanism to track client sentiment or reviews systematically. If a client was dissatisfied, management had no dashboard to identify the friction point.

INTEGRATED FEEDBACK LOOP

QR Code AccessibilityClients can scan QR codes to instantly initiate contact or provide feedback.

Real-Time Review TrackingThe dashboard allows the QA team to categorise client reviews as “Good,” “Average,” or “Bad” instantly.

Instant Dispute ResolutionWhen a “Bad” review is flagged, the team can immediately review the case and contact the client.

“It is a great platform, making our services better. It is easy to control our agents’ conversations with the clients and control the reviews to solve problems at the same time.”

Marwan Mamdouh Badawy

Quality Management (QA), RAALC Government Services

MEASURABLE IMPACT

What changed after DoubleTick

Shifted from zero visibility to 100% monitoring of all agent-client conversations.

100%OPERATIONAL OVERSIGHT

Successfully unified multiple unofficial numbers into one trusted, official government service channel.

Channel Consolidation

Enabled real-time corrective action by identifying and solving client problems via the live dashboard.

Issue Resolution Speed

Achieved an “Easy-to-Use” interface for the Quality Management team to oversee complex workflows.

User Experience

“It is a great platform, making our services better. It is easy to control our agents’ conversations with the clients and control the reviews to solve problems in the same time. It has made our work much easier for us.”

Marwan Mamdouh Badawy

Quality Management (QA), RAALC Government Services

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