A New Era in Customer Satisfaction:
Interview with Anıl Özalp
Welcome, Anıl. Could you introduce yourself?
Hello. I originally graduated in mechanical engineering. After studying in a quantitative field, I pursued a master’s degree in social sciences to develop an interdisciplinary perspective. I enjoy working in companies that are professionalizing without losing their start-up spirit, being part of continuous improvement and seeing the impact of my own contribution.
Outside work, I have several interests. I am actively involved in poetry and literature. I have published a poetry book called ‘Masaf-ı Hayat’ and share excerpts on an Instagram page (@masafihayat). Philosophy is a particular interest of mine, and I enjoy reading philosophy, psychology and sociology. I lose track of time exploring the workings of the human mind. I am married and have two sons.
What sectors and roles did you work in before joining Servis365, and how did you become acquainted with facility management?
My first work experience was in facility management at Servis365. I then worked in operations and process development at LC WAIKIKI, Hepsiburada and FLO Mağazacılık. I am happy to return to a company and sector I know and share my experience.
What are your main goals as Director of Customer Management and Process Development?
First, we want to simplify our processes with a focus on operational efficiency and take our fast, high-quality service further. We also aim to digitize our internal processes and those involving external contractors end to end.
What strategies are you planning to improve customer satisfaction at Servis365?
To deepen the trust we have with customers, we plan to stay a step ahead by monitoring processes and managing risks on their behalf. We aim to deliver accurate technical information quickly, clearly and digitally in real time, and help customers access the reports they need through SRV365 so they can manage processes more easily and save time. We also aim to strengthen employee engagement by developing our team’s capabilities through technical and personal development training. In addition, we plan to digitize contractor processes and establish an end-to-end digital tracking system.
What improvements do you and your team aim to introduce in process development?
We are making our organization more agile and redesigning processes by identifying where operational time is lost. We standardize workflows to provide consistent service quality across Türkiye. Developments completed and underway in SRV365 allow us to produce fast, detailed real-time reports and present operational metrics to customers.
