Oracle Customer Success — Aldar Properties PJSC

Aldar Properties PJSC

Aldar Properties Enhances Customer Service Quality with Oracle Service Cloud

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Oracle Service Cloud helped us achieve our main goals: boosting customer satisfaction and retention by speeding up response times and gaining visibility on the impact of services provided to our clients, leading to greater operational efficiency.

— Dayan De Alwis, Manager – CRM and Data Solutions, Aldar Properties PJSC

Aldar Properties Boosts Customer Satisfaction and Customer Retention with 60% Faster Workflows and Optimized SLA Fulfillment

Aldar Properties PJSC (Aldar) is a real estate developer in the United Arab Emirates. A partner of Abu Dhabi Vision 2030—the urban planning and development plan for the emirate—Aldar Properties is known for iconic and innovative projects, such as the internationally recognized Aldar headquarters building, the Gate Towers in Abu Dhabi’s Shams district, and Yas Island’s F1 racing circuit.

To bolster growth, Aldar needed to increase customer service levels, especially for retail tenant work requests and for residential customers. Since its customer service channels were neither integrated nor automated and the company currently manages around 12,000 residential and retail property contracts with stringent service level agreements (SLAs), Aldar looked for a solution to complement its Oracle Sales Cloud and Oracle E-Business Suite solutions in order to boost customer service, satisfaction, and retention.
 
Challenges
  • Increase service levels and customer retention by improving the experience of residential and retail customers across malls and other property assets
  • Eliminate cumbersome, paper-intensive manual processes by automating customer contact channels and providing self-service capabilities
  • Speed up multi-departmental workflow approvals for retail tenants and provide maximum visibility on the status of requests such as work permits for maintenance and refit, or no objection certificates covering fire sales
  • Optimize fulfillment of service level agreements (SLAs) associated with 11,000+ residential unit owners and 800+ tenants by increasing operational efficiency through integrating the customer facing functions of disparate shopping mall departments
Results
  • Increased SLA fulfillment committing Aldar to shop tenants and residents through the 24/7 transparency of requests and responses accessible through the Oracle Service Cloud portal, enhancing the quality of services offered by the property developer
  • Enhanced satisfaction for 11,000 residential customers and 800 businesses by providing self-service access—via a residential sales and leasing customer portal and a tenant portal handling retail and commercial leasing portfolios—to account statements, sales and leasing information, construction status, floor plans, and post-sales processes
  • Reduced the time to process submittals of retail tenant work permits and no objection certificates by 60%—from 5 days to 48 hours—by using Oracle Service Cloud to automate cumbersome manual procedures involving multiple mall departments, allowing retail tenants to concentrate on flash sales and other revenue-generating activities rather than administrative duties
  • Saved time, money, and all paper-related resources by migrating manual service-request processes to self-service customer portals managed through Oracle Service Cloud—all while speeding up approvals, halting document storage growth, better meeting stringent SLAs, and boosting operational efficiencies across the enterprise
  • Reduced by 75% the interdepartmental resources engaged in approving work permits, no objection certificates, and other retail owner requests by automating the entire workflow through Oracle Service Cloud—with health and safety, environment, fire alarm, cleaning, and other departments deploying only one person, opposed to the four it previously required, for approval handling, eliminating thousands of sheets of paper by moving all processes online
  • Attended more efficiently to shopping mall visitor queries by leveraging the Knowledge Management and Service Catalog modules of Oracle Service Cloud, providing contact center agents across all channels with FAQs, customer journey data, feedback surveys, log tracking of calls, and response levels to ensure a positive customer experience
  • Activated a centralized service catalog populated with appropriate response-handling actions for dozens of categories of work permits, no objection certificates, complaints, financial services, and other topics relevant to residential and retail clients, creating through Oracle Service Cloud the multi-channel ability to service all users of the shopping mall ecosystem
  • Diminished the mounting storage challenges of health and safety, environment, and associated departments administering shopping malls by automating retail authorization requests and channeling workflow through online portals built with Oracle Service Cloud, ensuring greater efficiencies for Aldar’s corporate service operations
  • Leveraged the Knowledge Management and Service Catalog items in Oracle Service Cloud visible to agents at multiple touch points to ensure that shopping mall visitors receive relevant responses to complaints and queries through the cross-channel panoramic view of customers available in the contact centers
  • Leveraged the customer journey mapping feature of Oracle Service Cloud to deliver superior customer experience for residential and retail customers within malls, empowering call center agents with the knowledge base for handling sales, leasing, financial, retail, and logistical requests or issues, and ensuring maximum stakeholder satisfaction with the property-management services provided
  • Shortened customer response time and increased SLA fulfillment across all property types by providing contact centers with improved internal operational efficiencies thanks to the Knowledge Base, Service Catalog, and customer portals offered by Oracle Service Cloud—facilitating the flow of information, the documentation, and the automation of previously paper-intensive property management processes
  • Boosted customer experience and customer retention by providing occupants of 11,000+ residential units and tenants of 800+ shops in 5 major shopping malls across the United Arab Emirates with online portals, multi-channel contact points, and 24/7 reactivity through Oracle Service Cloud integration with Oracle E-Business Suite and Oracle Sales Cloud—leading to fingertip access to sales, leasing, and administrative information and reliable fulfillment of property management SLAs
  • Improved customer satisfaction and residential sales services by instigating feedback surveys with results captured in the system, adding positively to the customer experience and giving visibility on the complete service fulfillment process
  • Ensured that SLAs are kept within the response timeframes specified in Oracle Service Cloud’s Service Catalog, thus minimizing escalations and enhancing the property manager’s reputation and rate of customer referral
  • Enhanced the financial services offered to residential unit and retail tenant customers through the integration of Oracle Service Cloud with Oracle Financials, enabling users to upload and download valuable information such as revenue, leasing and accounts 24/7 with guaranteed cloud connectivity

 

We chose Oracle Service Cloud for the accessibility and connectivity of running in the Cloud, with no need for capital investment, and the smooth integration with Oracle ERP and Sales Cloud. I frankly don’t think there is an equivalent solution out there; it’s simply the leading product in the industry.

— Dayan De Alwis, Manager – CRM and Data Solutions, Aldar Properties PJSC

Execution

Aldar rolled out Oracle Service Cloud in phases across properties over eight months, with retail first followed by residential. The solution, integrating with all parts of the organization, was developed jointly by IT and business groups previously working in silos to meet the complex workflow and documentation requirements of retail/commercial tenant and residential customers. Implementation partner TransSys Solutions, an Oracle Platinum Partner, used customer journey mapping to guide the design of data capture screens, configure the solution, and help stakeholders understand new ways of working.

Integration to Oracle Sales Cloud and Oracle E-Business Suite was imperative, a task ably undertaken by TransSys, which previously implemented Oracle Eloqua and Oracle Sales Cloud at Aldar, assisted by Oracle Customer Success Managers and My Oracle Support.

About Aldar Properties PJSC

Headquarters

 
Abu Dhabi, United Arab Emirates

Employees

 
Less than 1,000

Annual Revenue

 
US$2.25 Billion
Established in 2004, Aldar Properties was listed on the Abu Dhabi Stock Exchange (ADX) only one year later, in 2005. Its key activities include property development, property management, and real estate asset management. Aldar distinguishes itself through superior customer service and providing the highest level of upkeep and management to its prestigious developments.
 

Partners

TransSys Solutions, based in Dubai, is an award-winning certified Oracle Platinum Partner with broad experience in implementing Oracle Fusion solutions. Having already deployed Oracle Sales Cloud and Oracle Marketing Cloud at Aldar to automate key marketing and sales functions, TransSys was hired to implement Oracle Service Cloud, seamlessly integrated to the previous cloud solutions and the customer’s ERP system. Mapping the customer’s business processes, TransSys delivered on time and within budget.
Published:  Dec 20, 2017