The solution has enabled Al Hamra to unify customer communications and provide user-friendly customer services with automated and live attendants serving year-round residents of the village, holiday home owners or tourists. With plans to expand with new properties and venues, Al Hamra Village considers technology a key factor in helping maximize efficiency, differentiate itself on customer service excellence and ensure its continued success in RAK. "In its pursuit of customer service excellence, Al Hamra is consistently looking for ways to be more productive, more efficient, and improve business processes internally to boost customer satisfaction,’’ said Barry Ebrahimy, Head of Sales and Marketing at Al Hamra Group LLC.
Customer service excellence at the perfect getaway to Ras al Khaimah
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.
The new Al Hamra contact center 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.
Contact Center integration with SAP enables personalized service
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.
‘’We wanted to integrate the phone system and our SAP-based applications so as to boost contact center 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.
Al Hamra Village increases first call resolution in the contact center
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.
"With the new system, we have managed to increase first call resolution, create consistency in our incoming call management and make our multimedia contact center operations far more effective," explained Barry. Thus, the quality of service at Al Hamra has improved significantly, with 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.
Local presence key for successful implementation
‘’In addition to providing a single suite of integrated contact center capabilities, Altitude 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 center in other departments within Al Hamra group," Barry added.
“We are very honored 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.”
Altitude Software delivers worldwide a robust, modular solution that handles all customer interactions and unifies all touch points throughout the organization in an open, platform-independent solution, based on standards. With 15 offices in four continents and a strong partner network, Altitude Software leverages existing technology investments, adding value without disruption across a wide range of situations with low total cost of ownership.