Case Study: M.H. Alshaya Company boosts customer satisfaction 15–20% and supports 20% annual growth with BMC Software’s Remedy AR System

Multinational retailer Alshaya uses process automation to transform the experience for 160MM customers across 2,800+ stores

M.H. Alshaya Company, a multinational franchise retailer with more than 2,800 stores across 70+ brands serving over 160 million customers, needed to continually improve in‑store customer service and maintain consistency across countries and languages while supporting rapid (~20% annual) growth.

Partnering with CyberMAK, Alshaya deployed BMC Remedy AR System to build apps—Shoppie (mystery shopping), Thank You Card (employee recognition), and Voice of the Customer—that automate data capture and reporting. The platform enabled fast, localized deployments and multilingual support, tracked 22,000 mystery‑shop visits and 500,000 customer responses annually, and helped lift customer satisfaction by 15–20% while improving employee recognition and managerial decision‑making.

Alshaya

Mona Dabbah

Group Customer Service Director