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Emaar Properties

Emaar Properties was founded and incorporated in 1997 and is one of the leading real estate developers in the UAE
Emaar has diversified interests in real estate including both commercial and residential property development, as well as malls and hospitality.
The Dubai government initially owned 100 percent of the company while the founding shareholders held 24.3 percent when operations as a public company commenced after the IPO in 20

Industry

Real Estate

Country

UAE

Services

Communities, Marketing, Sales, Service

Website

Go to website

Emaar Properties

Challenge

Emaar wanted to control and improve the service provided to their customer for their In-warranty / Out of Warranty Units, Creating a flawless experience for the customers.
Increasing the productivity and tracking their service providers technician
Real time tracking of field technicians and appointments not available.
Low visibility of Timeliness causing missed appointments
Lack of communication / follow up
Low visibility on Service Provider activity partners due to no tracking mechanism.
Operational challenge for Contact center to accurately resolve issues.
Delayed response time due to no SLA setup.
No Service Resource location management mechanism
No Mechanism to accurately monitor Partner Performance – CSAT.
Training Field technicians having low literacy in English to use the Field Service App.
No Partner Community setup to manage partner vendors.
Need to setup Partner onboarding process.
Mechanism to calculate and charge customers service cost.
Non Standard Communication of contractors to customers
No brand experience
Training of contractors to engage with customers.
No digital source of truth for tracking appointments,
Too much paperwork to manage service appointments,
Operational overheads to track timely delivery of services,
No mechanism to live update appointment status
No mechanism to get immediate sign-off on Out of Scope activities.
Call to contact center as the only way to resolve complex scenarios.
resulting in a disconnected on-site service.
No system to quickly add or remove services or service providers from operations.
booking service technician calendar was an issue due to low visibility as there was no system to track that.

Solution

In Warranty:
Setup of a platform where customers can raise a case via a call to the call center or a audio recording to the emaar one app, or via chat for in warranty units.
done by configuration of Field Service Lightning as a pilot in Sandbox.
Enabled Lightning for selected users and implemented FSL entirely in Lightning.
Configured FSL and started with 1 community as territory in pilot mode.
Configured lightning actions for FSL mobile app with numbered approach to make it user friendly for technicians.
Configured the scheduling policy to match Emaar’s service objectives.
Out of Warranty:
Setup of an aggregator platform for paid home service to Out of warranty units.
Setup of a custom architecture to have a setup where we can provide the mobile app a flow like bookings.com where you can choose a unit>>Paid home service>>service provider ( on cost/ CSAT / number of successful bookings)>>customer are also provided with available technician time slots to choose a suitable time.
integrated with IOS/Android app and to payment gateway for online payments.
We provided the customer an uber like experience where they can see their technicians live location 20 mins before booking time, get all notifications on booking progress and at the same time the technician manager can keep track of the field technicians on his partner community. Configured SMS, Email, chatter notifications and ios/android push notifications to keep everyone updated.
Common:
Setup of a command center where fsl dashboards are setup on a big wall with live dashboards and dispatcher gantt chart to track appointment, technician activity and CSAT.
Trained Customer care agents to create cases and work orders for FSL In/Out of Warranty cases, and trained them to answer customer queries.Enabled partner communities for Emaar to onboard partner vendors on FSL.
Training manuals for Technicians and service providers so that they can train new joiners.
Setup of post job surveys to keep track of customer CSAT
Setup of detailed dashboards for tracking bookings, missed bookings, finances, csat, promotional investments etc.
Setup of dispatcher console to track technician availability