Case Study: National Housing Company cuts customer service resolution from 15 days to as little as three hours with Microsoft Power Apps

Saudi Arabia's Sakani program speeds up customer service with Microsoft Dynamics 365

The National Housing Company’s Sakani program in Saudi Arabia faced slow, siloed customer service: more than 60 service categories routed across 11 departments with lengthy email handoffs and no real-time ticket view, producing average resolution times of up to 15 days. To modernize its customer experience, the National Housing Company implemented a new CRM built on Microsoft Power Apps along with Microsoft Dynamics 365 Customer Service and Sales (with implementation support from Ernst & Young).

Using Microsoft Power Apps and Dynamics 365, Sakani delivered a unified 360-degree dashboard, automated ticket assignment, SMS status updates, and a Power Apps–based showroom booking app with QR confirmations. The Microsoft Power Apps–enabled solution cut inquiry resolution from an average of 15 days to typically one day—and in many cases as little as three hours—while improving transparency, workload distribution, and customer self-service, with plans to expand Dynamics 365 across NHC and add AI-driven automation.

National Housing Company

Munira Altamimi

Senior Innovator and Business Developer