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How Dubai Asset Management measured Voice of Customer and increased their occupancy

Dubai Asset Management achieved

21%

Increased in customer satisfaction index

7500

total number of surveys filled in 2019​

1300

Closed loop tickets addressed in 2019

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Dubai asset Management is the residential asset management company of Dubai holding. It is focussed on long term value creation through the developement, acquisition and management of a diverse portfolio of residential real estate assets for rent. 

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Industry

Insurance

Region

United Arab Emirates

Company Size

Large

Business Type

B2C

Industry

Asset Management

Region

United Arab Emirates

Company Size

Medium

Business Type

B2C and B2B

DISCOVERY PROCESS


Dubai Asset Management joined hands with Survey2Connect in 2018 to revamp their Voice of Customer program. They were looking for Digital Transformation and wanted to automate each customer touchpoint, from enquiry till move-in.

They also wanted to develop a closed loop feedback system for better resolution of feedback and queries. 

 

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THE RESULTS


CHALLENGES

  • Dubai Asset Management wanted to find ways to efficiently measure the experience of the customers. 

  • In the absence of this data, they were having trouble gauging what worked and what did not with regards to customer experience.
  • Lack of real-time data hampered their plans to act instantaneously to situations and remedy them.

SOLUTIONS

  • DAM Tracked the situation real time and automated a survey trigger, everytime a customer transaction was completed. This happened by integrating DAMs CRM into Survey2connect’s platform. 

  • They enabled multi channel surveys using Emails, SMS, and Telephones
  • They also used S2C’s ticketing system which enabled ‘close the loop feedback’. This helped in taking immediate corrective measures based on poor rating by the customer.

RESULTS

  • They were able to track and analyse CX at various channels and reaching out to dissatisfied customers on daily basis
  • They were able to improve their Customer satisfaction index by 21%
  • Employee engagement increased by 28%
  • Increased Customer stay duration from 3.5 years to 4.5 years. 

THE BOTTOM LINE

Dubai Asset Management leveraged their "Voice of Customer" program to increase occupancy

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Yajant Kafaltiya

Research, Insights, and Customer Experience

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