Client

Aldar Properties PJSC, is the leading real estate developer in Abu Dhabi. Through its iconic developments, such as the internationally recognized HQ building situated in the Al Raha Beach development, the Gate Towers in Shams Abu Dhabi on Al Reem Island, it is well known across the United Arab Emirates, and the broader Middle Eastern Region. 

  

Customer Situation

Aldar manages numerous projects across multiple states. These are frequently quite involved and technically complex. They also involve Prime, and multiple layers of Sub-Contractors, adding significant complexities to accurate tracking. However, with no other tools, the client was forced to track these items by hand, with minimal technical resources for support. Communication and coordination challenges in the Real Estate world can become expensive quickly, and a lack of real time visibility only increased those costs, so the issue was critical to the ongoing success of the business. 

 

Speridian’s Solution

After careful review, Speridian determined that a customer self-service portal would be key to achieving the client’s objective of smooth interactions and controls.  As such, Speridian recommended adoption of the Oracle Service Cloud.  This solution would entail: 

  • Implementing the Oracle Service Cloud 
  • Integrating an Oracle Payment Gateway 
  • Creation of a Customer Portal 
  • Adoption of numerous Oracle Core Services 
  • ERP, SMS and Payment Integration 
  • Omni Channel Experience (chat, portal, Call) 
  • Knowledge Base 
  • Reports and Dashboards 
  • Optimized Oracle Service Cloud 

 

Technologies Used

  • Oracle Service Cloud, 
  • Payment Gateway Integrations 

 

Business Impact

Aldar Properties was extremely pleased with the implementation.  It allowed contractors at multiple levels to interact directly with the portal, submitting requests, status reports, and payments, and receiving appropriate responses.  In addition to providing a new medium for information exchange, the portal, and the underlying automation that accompanied it, resulted in a greatly reduced cycle time from request to resolution.  This made a major improvement to user satisfaction and limited the opportunities for issues to grow out of control.  On a separate note, reporting now became real time, supporting both strategic and tactical decision making that had a direct impact on the company’s bottom line. 

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