Aldar. Внедрение консьерж-платформы для улучшения клиентской поддержки
Разработана омниканальная консьерж-платформа Hello Aldar, обеспечившая круглосуточную поддержку клиентов во всех бизнес-подразделениях компании Aldar. В рамках проекта было создано более 50 вайрфреймов и выделено три ключевых этапа — стратегия, дизайн и внедрение, — что позволило оптимизировать клиентский опыт и упростить работу с обращениями, жалобами и обратной связью.
01 —The Impact
The results, up front.
24/7 Customer Support: Established continuous support for Aldar’s customers. Omnichannel Solution: Integrated a service that handles complaints, suggestions, and feedback. Improved Efficiency: Streamlined processes and minimized friction points within the organization. Enhanced Customer Experience: Improved response times and customer satisfaction through better-defined processes and clear communication channels.
02 — The Challenge
Where they started.
Vision & Strategy: Outlining the overall goals and direction for Hello Aldar. Operational Framework: Defining the operational structure and workflow. Ecosystem Map: Mapping out the ecosystem of Aldar's business units and customer touchpoints. Benefits to Aldar & Customers: Highlighting the advantages of the concierge platform. Team Setup, FTEs, Roles & Responsibilities: Establishing the team structure and defining roles. Asset Engagement Processes & Policies: Developing processes and policies for engaging with various assets. Initial version of intents and recommendations. Asset review and prioritization of intents. Final verification and tweaking of intents. Asset validation of final maps and further recommendations. Preparing conversational flows for validation. Asset validation of flows and provision of additional information. Ecosystem Design: Designing the overall ecosystem for the concierge platform. Customer Facing Interface: Creating the interface for customer interaction. Business Facing Interface: Designing the interface for business operations. User Journeys & Processes: Mapping out user journeys and defining processes. Supplier Brief: Preparing briefs for suppliers. Integration: Integrating the platform with existing systems. Team Training: Training the team to use the new platform. Program Launch: Launching the Hello Aldar concierge platform.
03 —What We Did
The work.
The groundwork phase involved extensive collaboration wi…
The groundwork phase involved extensive collaboration with key stakeholders to ensure the success of the concierge platform. We conducted interviews with team leads and teams across Aldar’s various business units to gain a deep understanding of their roles, current processes, and specific business needs. This allowed us to tailor the platform to fit the organization’s structure while addressing existing pain points.
We worked on defining the asset engagement processes and…
We worked on defining the asset engagement processes and policies, ensuring that the platform could integrate smoothly across Aldar’s diverse assets. This included aligning the platform’s workflows with the needs of each business unit, ensuring streamlined communication between customers and various departments.
We also engaged in the creation of conversational AI flo…
We also engaged in the creation of conversational AI flows, collaborating closely with teams to validate the intents and conversational flows. After collecting feedback, we refined these processes to improve accuracy in routing customer inquiries, ensuring that complaints, suggestions, and feedback were handled efficiently. We also focused on identifying key service maps to ensure that the interaction between the customer and the business units was as seamless as possible.
Training the team was crucial, and it involved several s…
Training the team was crucial, and it involved several stages. We prepared detailed briefs for suppliers and provided the team with hands-on training sessions to familiarize them with the platform. This training was essential for the successful integration and adoption of the concierge platform across the organization.
04 — Approach & Methodology
How we got there.
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05 —In Practice
Project samples.
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