Dubai South, a master-planned city and strategic initiative of the Government of Dubai, introduced Salesforce for Free Zones, the comprehensive ERP solution for Free Zones by Cloud Concept. The solution offers customers of Dubai South a wealth of comprehensive online services with innovative features on the web portal and mobile devices, like Visa, company registration & licensing services. Salesforce for Free Zones facilitates superior customer service experience and engagement as well as limitless scalability at significantly reduced service time and cost.
- Superior customer service experience & engagement
- Real-time customer notifications
- Superior user experience for backend staff
- Significantly reduced service time and cost
- Easy scalability of services. No limitation to growth
- High visibility & traceability for management
- Seamless analysis of services
Inefficient & unrewarding manual processes
Prior to introducing Salesforce for Free Zones, Dubai South’s customer service processes were in the majority manual and paper based – making them inefficient and unrewarding for customers and staff. Customers had to manually fill in forms to apply for services and physically collect and deliver documents such as Visas and NOCs. Furthermore, the manual processes did not cater to the exponential growth Dubai South had been experiencing.
Fully branded online portal based on Salesforce.com
To engage with customers in real-time through multiple channels and to fully automate their business processes, Dubai South introduced Salesforce for Free Zones, the turnkey ERP portal by Cloud Concept. Salesforce for Free Zones is a fully branded online portal based on Salesforce.com, empowering Free Zone customers to apply for services using their desktop, tablet or smartphone and make quick and secure online payments. Being the longest serving Salesforce.com partner in the Middle East and holding a successful track record in the Government and Free Zone sector, Cloud Concept has proven the ideal partner for this demanding project.
Superior customer experience thanks to 70 services on web and mobile devices
Salesforce for Free Zones offers Dubai South customers a wealth of online services with innovative features, including 70 services on the web portal, tablets and smartphones. Customers are empowered to access the portal’s real-time dashboard on their device of choice, wherever they are, around the clock. They can securely create, review, pay and submit service requests and drill down for detailed information without having to physically go to Dubai South’s office. Real-time email and SMS notifications enable customers to always be on top of the services requested. They can pay and recharge their online account using credit cards. Electronic invoices for transactions can be downloaded on the portal and customers receive full details of their transactions in online statements of account. Furthermore, Dubai South provides their customers online services like electronic copies of official documents such as NOCs and online document verification, allowing authorities and third parties to verify documents online and download copies thereof. Providing instant customer feedback on the device of choice further improves customer service experience and quality.
Seamless integration with system infrastructure
Salesforce for Free Zones is seamlessly integrated with Dubai South’s system infrastructure, encompassing an ERP for invoice and receipt processing, a payment gateway to pay and recharge customer balances through cards, courier services to collect and deliver official documents, as well as an SMS System for instant notifications. Salesforce for Free Zones fully supports the fast growth of Dubai South and its need for unlimited scalability. Mohammed Muthanna, VP of Information Technology at Dubai South states: “Salesforce and Cloud Concept help us grow and scale with virtually no limits”.
Improved user experience for back-end staff & reduced service times
Over 200 back-end staff work with Salesforce for Free Zones, benefitting from improved user experience such as easy access to customer requests and details. Fully automated processes have led to significantly reduced service times and heavily reduced administrative cost while increasing customer and staff satisfaction. Knowing exactly how much time and resources the different services require and how much they contribute to the bottom line, further adds value and helps management make important decisions.