Case Study · Real Estate Customer Experience & Digital Transformation

سوديك. رسم خرائط رحلة تجربة العملاء (CX) في القطاع العقاري

تطوير ست رحلات عميل تفصيلية لـ SODIC، تضمنت ثلاث رحلات للوضع الحالي وثلاث رحلات للوضع المستقبلي. وتم تحديد أكثر من 5 مراحل وأكثر من 26 خطوة، مع توثيق ما يزيد على 400 مهمة داخلية. بالإضافة إلى تحديد نقاط الألم والفرص المتاحة لتعزيز تجربة العميل من خلال البحث الدقيق والتحسينات الاستراتيجية.

Journey MappingCustomer ExperienceCX Transformation

Client

SODIC

Industry

Real Estate Customer Experience & Digital Transformation

Date

2024-11-05

Timeline

—

01 —The Impact

The results, up front.

Stages Defined

Per 36 customer journeys

Steps Defined

26+

Per 36 customer journeys

Internal Tasks Defined

400+

Across 36 customer journeys

Detailed As-Is Journeys: Developed three detailed as-is customer journeys for Club S, Commercial, and Residential, highlighting current pain points and areas for improvement through intensive audits, interviews, and research. Innovative Future Journeys: Created three future customer journeys with significant improvements and opportunities identified to enhance the customer experience, based on thorough research and extensive expertise. Understanding: Achieved a thorough understanding of the customer journey, from initial awareness to post-purchase or exit stages, ensuring a seamless and customer-centric experience.

02 — The Challenge

Where they started.

Stages: The journey stage. Intent: The purpose at each stage. Steps: Actions taken under each intent. Actions: Specific actions under each step. Touchpoints: Communication channels used (SMS, email, etc.). Pain Points (As-is Journeys): Identified friction points under each action. Improvements (Future Journeys): Enhancements made compared to as-is journeys. Opportunities (Future Journeys): Positive opportunities identified under each action.

03 —What We Did