Al Othaim Markets

Overview

Founded in Riyadh in 1980 and listed on the Saudi Exchange (Tadawul), Abdullah Al Othaim Markets is one of the Kingdom’s largest grocery retailers, serving customers through hundreds of supermarkets and hypermarkets across Saudi Arabia. At that scale, every branch interaction matters, customer care is not a back-office function but part of the store experience, the brand promise, and the trust customers expect from a leading national retailer.

With Azeer, Al Othaim Markets brings customer feedback, department coordination, and field follow-up into one transparent service workflow.

The Standard

In modern grocery and retail, the customer journey does not end at checkout. A question, complaint, branch observation, or service request can shape whether a customer returns with confidence.

Al Othaim Markets needed a way to preserve its service standard across many locations: clear ownership, fast routing, and a reliable record of what happened from the first message to resolution.

Impact

The collaboration turned customer feedback into a visible, step-by-step process. Requests can be passed to the right department, tracked through resolution, and kept in a complete interaction record.

For a national retailer, that visibility matters. It helps leadership understand where branch operations need attention, helps teams respond with accountability, and helps customers feel that their feedback is heard by a brand that takes service seriously.

Why it matters across the Kingdom

A retailer operating in cities across Saudi Arabia cannot rely on memory or scattered channels to hold its service standard together. Bringing every customer conversation into one accountable workflow means the same level of care travels with the brand, whether a shopper reaches out in Riyadh, the Eastern Province, or anywhere Al Othaim serves. Consistency at that scale is what turns a large retail network into a brand customers keep choosing.