Wasl. Pemetaan Perjalanan Pengalaman Pelanggan (CX) dalam Hartanah
Ditetapkan lebih 90 peringkat dan dibangunkan 18 perjalanan pelanggan terperinci untuk Wasl, merangkumi kategori kediaman, komersial dan pajakan tanah. Mengadakan empat bengkel untuk menyelaraskan pihak berkepentingan dalam meningkatkan pengalaman berpusatkan pelanggan dan mengoptimumkan proses untuk penambahbaikan perjalanan masa hadapan.
01 —The Impact
The results, up front.
Enhanced Customer Journeys : The developed "Future" journeys were more streamlined, reducing friction and addressing key pain points. Actionable Recommendations : Provided Wasl with a clear path forward, including detailed actions, improvements, and opportunities for each customer journey stage. Stakeholder Alignment : Achieved a unified understanding among stakeholders about the importance of customer experience and the steps needed to enhance it.
02 — The Challenge
Where they started.
We initiated the digital transformation project for Wasl by mapping the "As-Is" customer journeys for various business categories and subsequently developing "Future" journeys. This process involved a series of workshops and stakeholder interviews to ensure that the newly designed journeys accurately reflected the customer experience and effectively addressed any existing pain points.
03 —What We Did
The work.
Residential and Freehold Journeys (4 Journeys) Payment P…
Residential and Freehold Journeys (4 Journeys) Payment Plan : Spanning 7 stages with 44 steps.
Off-Plan
Comprising 5 stages and 22 steps.
Ready
Encompassing 7 stages and 40 steps.
Lands Ready
Featuring 5 stages with 31 steps.
Residential Leasing (1 Journey) Ready
Covering 7 stages and 35 steps.
Commercial Leasing (1 Journey) Ready
Encompassing 7 stages with 40 steps.
Land Leasing & Leasehold (3 Journeys) Ready (WLC) : Incl…
Land Leasing & Leasehold (3 Journeys) Ready (WLC) : Including 6 stages and 36 steps.
Ready (ILAC)
Comprising 6 stages and 37 steps.
04 — Approach & Methodology
How we got there.
Actions : Updated actions to streamline the customer experience and reduce friction points.
Opportunities (How/Who) : Identified new opportunities for enhancing the customer experience and assigned responsibilities for implementing these changes.
Improvements (How) : Suggested specific improvements, including process changes and technological enhancements.
Internal Processes : Updated internal processes to better align with customer needs.
Touchpoint & Emotion Clusters : Refined touchpoints to ensure positive customer emotions at every interaction.
05 —In Practice
Project samples.
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