フリーゾーンのカスタマージャーニー、プロセス、システムを変革する

We redesigned the systems to have a single source of truth to ensure reliable and accessible information at every stage and all departments. We co-created and formulated a CX Vision to guide the company in its interactions with customers. It defines the values that should permeate the customer experience. From understanding the As-Is and uncovering pain points to rethinking the future journey, we worked with customers and the business to redesign the experience we want to offer. Creating a relationship and bond between DAFZA and the workforce that works within the free zone. The covid19 pandemic accelerated the adoption of digital signatures and we used the opportunity to fully digitalise all internal and external approvals. We challenged every step in the processes in order to trim unnecessary complexity and provide easier and faster services. When, how, who is notified about what and on which channels is crucial to the customer relationship. We empowered the customer to take charge of how he wants to communicate with the company. Across all processes we achieved an average of 31% fully automated steps . This resulted in dramatically faster and more consistent processing of service requests. 779 pain points were identified and rectified for customers and employees, from unclear and confusing processes to broken systems or duplication of work. The lack of guidance and communication to the customer was one of the main concerns we identified. We implemented targeted and relevant guidance on what to do and how to do it when it is relevant as well as a clear, transparent and detailed status tracker for customers to keep on top of their requests and finally providing a process overview to manage expectations. A key improvement was enabling and empowering the customer care team to provide actual help and immediate resolution, coupled with a rigorous ticketing system for customer inquiries and complaints. We went a step beyond to show how live on-screen support can transform how we interact with customers via the customer portal. We are excited to support the team throughout the implementation of the plan we created together. Seeing our work come alive and recommendations being applied is very rewarding and spurs us on to continue to deliver outstanding work.

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