Wasl. Дизайн клиентского сервиса в сфере недвижимости.
Renascence провела анализ клиентского сервиса для Wasl, ведущего девелопера Дубая, с целью ускорения цифровой трансформации и улучшения клиентского опыта за счет сегментации данных, выявления болевых точек и разработки стратегических рекомендаций.
01 —The Impact
The results, up front.
Data Cleaning & Analysis: Analyzed 59,726 records to provide accurate customer segmentation. Improved Data Management: Identified and addressed data inconsistencies and inefficiencies. Enhanced Customer Segmentation: Developed targeted strategies for marketing, product development, and personalized customer support. Optimized Customer Experience (CX): Mapped customer journey and identified pain points for improved customer interactions. Strategic Recommendations: Provided actionable insights and initiatives to enhance Wasl’s customer service and digital transformation efforts. Customer Experience Initiatives: Outlined 14 initiatives with current standing, future goals, approach, responsible parties, and success criteria.
02 — The Challenge
Where they started.
Conducted 39 discovery sessions Interviewed 25 stakeholders Reviewed 62 documents Listened to dozens of calls Checked IVR and chat flows Received call centre email templates Analyzed 6 datasets
03 —What We Did
The work.
Data Recording Consistency
Inconsistent address and phone number entries.
Customer Data Collection
Each business unit followed its own method of collecting data.
Customer Type Classification
Primary customer type not updated with new acquisitions.
Customer Data Management
Limited use of customer data for strategic purposes.
Presence of Sub-Sub-Lease Records
Records that violate leasing regulations.
Land Customer Data Management
Inefficient data management in the land business unit.
Optimize data collection
Example - KYC program
Organize database structure
For better customer type classification
04 — Approach & Methodology
How we got there.
CX Consultant
05 —In Practice
Project samples.
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