Gulf Bank’s “Let’s Talk Business” podcast narrates the story of local startup, SRVME

 

 

• Ayat Al-Ali turned the app from an idea into a successful business concept needed by local homes and companies.
• The app provides 24 services — from painting and plumbing to electricity and car wash services.
• The app selects service providers carefully and ensures customer satisfaction with guaranteed and outstanding services.
• The pandemic contributed to the app's success, with the team planning to expand the app into the GCC.

 

“Ambitious ideas turn into reality — with lots of patience and determination.” This is the story of Ayat Al-Ali, the CEO of SRVME, who graduated with a Business Administration degree at a private university in Kuwait years ago, and soon went on to establish the popular local startup, SRVME.

 

So how did the idea of a master's student turn into an ambitious business and a successful application that provides services and meets the needs of various homes and companies in Kuwait? And how did the pandemic become a major source of the app's success, and how did it lead to an increase in demand? Finally, what were the app’s various constraints and success factors?

 

To find out the details and origin of the story, Al-Ali was a guest on Gulf Bank’s “Let’s Talk Business” podcast. The podcast, hosted by Tareq Al-Saleh, Deputy General Manager of the Economic Research Unit at Gulf Bank, presents entrepreneurial stories within a simplified economic framework, targeting budding entrepreneurs who are considering starting businesses of their own.

 

Project Idea

 

Throughout her studies, Al-Ali was keen to demonstrate a spirit of fellowship and collaboration. As such, she was keen to attribute the idea of the project to her classmate who took Al-Ali through the business concept. In turn, Al-Ali started working on applying the idea as soon as possible. However, at first, the founder’s parents did not share her enthusiasm about the project because they considered it to be too much of a risk.

 

Despite her lack of experience at the time as a recent graduate, her self-confidence and knowledge prompted her to make the decision to move forward with the project. Al-Ali was determined to face any potential risks and overcome them, and to become one of the most distinguished entrepreneurs in recent times.

 

Work Experience

 

Is having practical experience necessary in order to successfully navigate the world of entrepreneurship? For Al-Ali, the answer is: not necessarily, and that it varies from person to person and from project to project. Al-Ali notes that the SRVME app, which was established in 2018, has been able to gain the trust of customers and service providers within only a few years.

 

She explained that the SRVME app has become a leading platform for the provision of digital home services, providing customers with about 24 services (and a large selection of sub-services) related to the house — from painting, plumbing and shower installation, to electricity and car wash services. For most services, technicians can reach customers within an hour and a half of receiving the order, complete the job with only the highest levels of professionalism, and provide the customer with guaranteed job satisfaction.

 

Monitored Pricing

 

She pointed out that the feature that distinguishes the application — aside from its outstanding services — is the presence of a monitored price, with a guarantee on each service.

 

It's considered somewhat of a novel concept in the local market, in which technicians traditionally single-handedly determine the price of services based on a variety of factors, including the economic status of the customer, which was judged mainly by the customer’s house, cars, and other material factors.

 

She stated also that the application carefully selects service providers from the local market. Currently, the app boasts over 1,000 technicians and professionals across various disciplines, with all technicians and service providers subject to continuous evaluation by customers. In the case that a service provider receives repeated complaints, he or she is immediately excluded from the app.

 

Prioritizing Customer Satisfaction

 

Al-Ali stressed that customer satisfaction is at the forefront of the app's priorities, which is why the SRVME team is keen to evaluate customer satisfaction with each service. In case of any complaints, the technician can return to repair or change a service, and the customer is compensated for any collateral losses that the technician may cause during his or her work.

 

She pointed out that the application is currently being developed to improve customer experience and pave the way for future expansion to other GCC countries, noting that the app’s current focus is on the Kuwaiti market.

 

Pandemic Impact

 

Tackling the topic of the pandemic’s repercussions on the application, Al-Ali noted that the app actually benefited during the pandemic. She stated that the lockdown doubled the need for the application’s services, whether from customers or service providers. “At the same time, we had an important social role, as we received hundreds of complaints from homes that had a problem with electricity that needed to be repaired quickly as temperatures were rising,” she continued.

 

She stated that the application provides many services to customers on demand, noting that demand is also ever-fluctuating. For example, demand tends to rise during the preparation period for Ramadan, and during the winter season (specifically for car wash services). The app also offers an innovative “baby-proofing” service in which service providers work to provide a safe home environment for children, ensuring children are protected from sharp objects and from being subject to injury in the home. The app also provides customers with immediate installation services for newly purchased home and furniture items, offering a tangible solution for customers who would otherwise have to wait a week or more to install their furniture.

 

She mentioned that 60% of the application's customers are women. Al-Ali pointed out that women who used to wait days for their husbands, fathers, or brothers to coordinate with local technicians now have the opportunity to request a service and electronic payment at a rate lower than market price, with a guarantee of quality service and warranty after repair.

 

"Let's Talk Business" is a podcast by Gulf Bank, dedicated to presenting entrepreneurial stories within a simplified economic framework. Episodes air on Gulf Bank's digital and social media channels, with past episodes including interviews with the founders of Oogoo, Local Flavor, Suffix, Circuit Plus, Just Clean, and more.

 

For more information on Gulf Bank’s various initiatives and activities, customers can visit one of Gulf Bank’s branches or log on to Gulf Bank’s Online/Mobile Banking services. Customers can also direct their queries via WhatsApp on 1805805 for round-the-clock assistance from Gulf Bank representatives, or call the Customer Contact Center on the same number.