How We Transformed Customer Care Management for Dubai Airport Freezone Authority with Salesforce
About the Client
Dubai Airport Freezone Authority(DAFZ) is a cornerstone of Dubai's economy, providing the platform for over 2,000 businesses from various industries to flourish with a workforce exceeding 20,000.
Industry
Real Estate/ Free Zone
Technology Used
Salesforce Service Cloud, Salesforce Experience Cloud, Salesforce Surveys, Sprinkler
The Challenge
Handling multiple customers led to an increase in inquiries and complaints, and the client wanted a centralized solution to provide a one-stop shop for customer care services. This included addressing all customer complaints and inquiries, providing quick and instant resolutions to enhance customer satisfaction. The existing system lacked a unified approach, resulting in delays and inefficiencies in managing and resolving customer issues.
the solution
To address these challenges, DAFZ partnered with Texve to implement a comprehensive customer care solution using Service Cloud and other integrated tools. The solution included:
Salesforce Service Cloud Implementation
1. Deployed Salesforce Service Cloud to provide a centralized platform for managing service queries and complaints.
2. Customized case journeys and facilitated interdepartmental interactions to ensure timely and efficient resolutions.
Standard SLA Configurations
Configured standard SLAs to guarantee prompt responses and resolutions to customer inquiries and complaints.
Experience Cloud and Live Chat Integration
1. Utilized Experience Cloud and live chat facilities to offer instant support and improve customer engagement.
2. Integrated Salesforce with Sprinkler to create personalized user journeys.
Knowledge Articles
Developed and implemented knowledge articles for effective resolution of common complaints and FAQs, enhancing self-service capabilities.
Salesforce Surveys Integration
Integrated Salesforce Surveys to collect and analyze customer feedback, enabling immediate responses to concerns and continuous improvement.
Results
The implementation of this comprehensive customer care solution delivered significant benefits to DAFZ:
Reduced Inquiries and Complaints
Real-time resolutions reduced inquiries and complaints by up to 20%.
Faster Response Times
Provided instant agent responses for frequently asked questions, resulting in a more efficient customer service process.
Enhanced Customer Satisfaction Measurement
Utilized advanced analytics, reports, and dashboards to measure customer satisfaction and drive improvements.
Increased Productivity:
Advanced department-wise reports and dashboards improved productivity by up to 20-30%.
Improved Customer Retention
Enhanced customer satisfaction led to increased customer retention rates.