Al Hamra Village Boosts Customer Satisfaction

Al Hamra Village Boosts Customer
Satisfaction with New UAE-based
Contact Centre
Al Hamra Village Boosts
Customer Satisfaction with New
UAE-Based Contact Centre
Al Hamra Village is one of the most prestigious master-planned
communities on the shores of the Arabian Gulf. It is located along
stunning white washed beaches of Ras al Khaimah surrounded by a
major golf course, Al Hamra Marina and Yacht Club, restaurants, cafes
and shopping malls. This master-planned community is commonly
known as the perfect getaway to Ras Al Khaimah in the United Arab
Emirates (UAE). With plans to expand with new
"With the new system, we
properties and venues, Al Hamra Village
have managed to increase
considers technology a key factor in helping it to
first call resolution, create
maximise efficiency, differentiate itself on
consistency in our incoming
customer service excellence and ensure its
call management and make
continued success in RAK. "In its pursuit of
our multimedia contact
customer service excellence, Al Hamra is
centre operations far more
consistently looking for ways to be more
effective,"
productive, more efficient, and improve
Barry Ebrahimy,
business processes internally to boost customer
Head of Sales & Marketing at Al
Hamra Village
satisfaction,’’ said Barry Ebrahimy, Head of
Sales and Marketing at Al Hamra Group LLC.
The Business Challenge
Al Hamra Village receives several hundreds of calls and emails every day from year-round residents of
the village, holiday home owners or tourists. Callers generally enquire about apartment bookings,
maintenance payment details or ask for a technical intervention. There are also interactions from new
contacts regarding the purchase of new property within the Master-planned community.
Processing these numerous inbound interactions from various channels had become a time consuming
and error-prone process as there was no solution in place to unify and report on these channels. Also,
most service requests had to be handled by the same person that received the request, which led to
certain delays.
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“We wanted to integrate the phone system and our SAP-based applications so as to boost contact
centre efficiency and customer service levels. In addition, we wanted to add computer telephony
integration (CTI) to help us increase productivity, optimize call processing and enhance the customer
experience,” commented Barry Ebrahimy.
Powering ahead with
Altitude
Customer Profile
Al Hamra Village is one of the most
prestigious master-planned communities
To achieve this goal, Al Hamra Village decided
to
implement
a
customer
on the shores of the Arabian Gulf
interaction
management solution in its RAK-based contact
It is located along stunning white washed
centre. After evaluating several contact centre
beaches of Ras al Khaimah surrounded by a
software vendors, the Altitude uCI suite was
major golf course, Al Hamra Marina and
chosen based on its true multimedia blending
Yacht
capability, reliable SIP server software and out-
shopping malls
of-the-box connectors for SAP.
This
‘’In addition to providing a single suite of
commonly known as the perfect getaway to
integrated contact centre capabilities, Altitude
Ras Al Khaimah in the United Arab Emirates
Club,
restaurants,
master-planned
cafes
community
and
is
also provides a local support presence across
the United Arab Emirates. These points made
Altitude a clear winner as it matches with our
plans to expand our contact centre in other
departments within Al Hamra group," he added.
Altitude uCI is a robust, modular contact centre
software suite that handles all customer
interactions
throughout
and
the
unifies
all
organization
platform-independent
touch
points
in
open,
solution,
an
based
on
Project Profile
• Agents need less time to handle calls
and are more efficient
• Improved customer service with over
92% of first call resolution rates
• Integration with SAP-Based
Application
standards.
Improving customer satisfaction while boosting
productivity
The Al Hamra contact centre has been designed for swift first-call resolution, shortening the time taken
to arrange a booking or registering a service request and improving the professionalism of customer service
agents.
The integration between Al Hamra's SAP applications and the Altitude uCI suite enables agents to
personalize customer interactions efficiently; and once residents’ preferences are entered or updated in
the system, the information is effectively communicated group-wide.
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3
Core modules within the IP-enabled Altitude uCI
solution have been deployed to support Al Hamra’s
customer service operations, including Altitude
Voice,
a
provides
voice
management
intelligent
handling
application
that
of
and
inbound
outbound calls and seamlessly synchronizes relevant
Business Benefits
• Agents need less time to handle calls
and are more efficient
• Improved customer service with over
92% of first call resolution rates
• Integration with SAP-Based
data with each call through CTI.
Application
The system also enables Al Hamra to route, queue,
and track inbound interactions intelligently and
more efficiently. For instance, inbound calls, faxes
or emails are directed to an appropriate Al Hamra
agent with the right language, necessary skills and
knowledge to assist and resolve Al Hamra Village
resident’s queries.
Solution Profile
• Altitude uAgent
• Altitude Soft Phone
• Altitude Unified Routing
• Altitude Voice Portal
• Altitude Email
"With the new system, we have managed to increase
• Altitude vBox
first call resolution, create consistency in our
• Altitude Script Developer
incoming
• Altitude Voice Recorder
call
management
and
make
our
multimedia contact centre operations far more
• Altitude Management
effective," explained Barry. Thus, the quality of
• Altitude Voice Inbound
service at Al Hamra has improved significantly, with
• Altitude Outbound Dialer
more than 92% of first call resolution rates. In
addition, the average speed of answer - which
defines the average time it takes to answer all
telephone calls - has shortened from 18 seconds to 9 seconds just 3 weeks after the project go live in
March 2013.
“We are very honoured to be selected by Al Hamra Village and we are looking forward to supporting the
RAK-based master-planned community in its growth and customer service goals,” said Riadh Boukhris,
Altitude Software MENA President. ‘’The Altitude IP Contact Centre suite provides the flexibility and
scalability companies like Al Hamra need to enhance the quality of service and boost overall customer
satisfaction.”
Contacts
Al Hamra Village
Altitude Software
Tel.: +971 (7) 24 34 477
Middle East & North Africa
[email protected]
Tel.: +971 4 391 8880
www.altitude.com
[email protected]
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