DMS was appointed as the service provider to take over and manage the entire AlFursan Member Service Center operations. As soon as members initiate a request to become members, DMS will handle all aspects of that customer’s membership. This includes all tasks related to handling member communications (calls, emails, fax) and data entry activities related to the program.

The main reason for Saudi Airlines to outsource AlFursan service center was to reduce overhead costs and operational costs, to increase the service level offered to the members, and benefit from the strong call center infrastructure DMS possesses. From the member’s point of view, the main issues were increased frustration, long waiting times and low satisfaction levels.