Wasl Properties. Development and Integration of Process Maps for Operational Efficiency

Developed 123 detailed process maps for Wasl, a leading real estate developer in Dubai, to streamline operations, ensure seamless Salesforce integration, and enhance efficiency across seven business units, improving internal workflows and customer experience.
Process Mapping
Process Design
Customer Experience
Client
Wasl
Date
January 2, 2024
Role
CX Consultant
Website
https://www.wasl.ae/en/
Transforming Businesses

Our Impact in Numbers

Our services have helped numerous companies achieve significant improvements in customer satisfaction, revenue growth, operational efficiency, employee productivity, and customer retention. With a track record of delivering results, we are committed to transforming businesses.

Process Steps Enhanced

87%

495 enhancements: dependancies, SLAs, risks, prioritization & processing recommendations

Efficacy of New Process Maps

+53%

Based on number of steps decreased (automated 263 + reduced 40)

Automation of Process Steps

+50%

Increase in automated steps from the initial 6%

Quick Facts

In collaboration with Wasl, a leading real estate developer in Dubai, we created 123 detailed process maps to streamline and enhance their operational efficiency.

These process maps were designed to be seamlessly integrated into their CRM system, facilitating smoother internal teamwork and significantly enhancing the overall customer experience by minimizing friction points within the organization.

Contributors
Ayman Ahmed
P&P Specialist
Renascence
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Context, Approach & Methodology

Our approach ensured that each process map was meticulously crafted to address specific needs within various business units at Wasl. The process maps included:

  • Process Identification: Identifying critical processes across different business units.
  • Detailed Mapping: Creating detailed, step-by-step process maps.
  • CRM Integration: Ensuring each process was optimized for integration into the CRM system.
  • Efficiency Enhancement: Focusing on minimizing friction points and speeding up processes for better clarity and efficiency.

We conducted multiple interviews with team leads and teams within Wasl to understand their roles and current processes. This deep understanding of the business enabled us to create all 123 processes efficiently and accurately.

Groundwork

  1. Broker - 6 Processes:
    • Commissions
    • Assisted sales
    • Lease creations
    • Etc.
  2. Call Center - 6 Processes:
    • Complaint management
    • Email documentation
    • Tenant maintenance
    • Etc.
  3. Commercial Leasing - 28 Processes:
    • Change of parking
    • Cheque return
    • Fit-out process
    • Etc.
  4. Community Management - 12 Processes:
    • Community guidelines
    • NOC time extension
    • Move-in process
    • Etc.
  5. Freehold - 13 Processes:
    • Deferred payments
    • DLD registration
    • Sales lead management
    • Etc.
  6. Lands - 25 Processes:
    • Handling violations
    • Land area change
    • Plot number change
    • Etc.
  7. Residential Leasing - 33 Processes:
    • End of lease
    • Follow-up on bounced cheques
    • Lease cancellation
    • Etc.

Each process map was created with a deep understanding of Wasl's operational needs and customer expectations. Extensive consultations and workshops with Wasl's teams ensured that every process was accurately captured and optimized for seamless integration with Salesforce. We focused on collaboration to clarify each step in the workflows, refining and validating them through iterative feedback sessions with key stakeholders.

The groundwork phase also involved continuous testing to ensure that all 123 process maps were correctly integrated into Salesforce, confirming that the CRM system could accommodate the complexities of each process while enhancing workflow efficiency. This hands-on collaboration with the team was key to fine-tuning processes and addressing potential bottlenecks before the final implementation.

Result

  • Integration Support: Supported in integration of 123 process maps into Salesforce, enhancing internal workflows.
  • Enhanced Efficiency: Reduced friction points and accelerated processes, leading to improved operational efficiency.
  • Improved Customer Experience: Enhanced customer experience by ensuring faster and more efficient service delivery through well-defined processes.
  • Clarity and Transparency: Provided better clarity and transparency in operations, facilitating smoother internal teamwork and coordination.

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From the beginning they felt like an extension of my team, working alongside and independently engaging stakeholders as well as the supporting functions surpassing my expectations.

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FAQs

Few questions we frequently encounter in regards to customer experience consulting

What is customer experience consulting?

Customer experience consulting involves helping businesses improve every interaction a customer has with their brand. Consultants analyze customer journeys, identify pain points, and implement strategies to enhance satisfaction, loyalty, and overall customer experience.

Why is customer centricity important for businesses?

Customer centricity focuses on creating positive customer experiences at every touchpoint. It is crucial because it leads to higher customer satisfaction, loyalty, and retention, ultimately driving business growth and profitability.

How can customer experience consulting benefit my business?

Customer experience consulting can benefit your business by providing expert insights into customer behavior, identifying areas for improvement, and developing tailored strategies to enhance customer satisfaction, increase loyalty, and boost revenue.

What are the key components of a successful customer experience strategy?

A successful customer experience strategy includes understanding customer needs and preferences, mapping the customer journey, implementing personalized interactions, gathering and analyzing feedback, and continuously improving processes based on data-driven insights.

How does customer feedback play a role in customer centricity?

Customer feedback is vital for customer centricity as it provides direct insights into customer experiences and expectations. By collecting and analyzing feedback, businesses can make informed decisions to enhance their services and products, leading to better customer satisfaction.

What tools and technologies are used in customer experience consulting?

Tools and technologies used in customer experience consulting include customer relationship management (CRM) systems, customer feedback platforms, journey mapping tools, analytics software, and artificial intelligence (AI) for personalized experiences.

How can businesses measure the success of their customer experience initiatives?

Businesses can measure the success of their customer experience initiatives through key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), customer retention rates, and revenue growth.

What are common challenges in implementing a customer-centric culture?

Common challenges in implementing a customer-centric culture include resistance to change, lack of alignment across departments, inadequate customer data, insufficient training for employees, and difficulty in measuring and analyzing customer experience metrics.

How can personalization improve customer experience?

Personalization can improve customer experience by tailoring interactions, offers, and communications to individual customer preferences and behaviors. This makes customers feel valued and understood, leading to increased satisfaction and loyalty.

What role does employee training play in customer experience consulting?

Employee training is crucial in customer experience consulting as it equips staff with the skills and knowledge to deliver exceptional service. Training programs focus on understanding customer needs, effective communication, problem-solving, and fostering a customer-centric mindset.

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