Jafza to provide ‘ultimate customer experience’ with the launch of its Re-engineered World-class Customer Service Facility
Upgrades include over 100 service counters, a high-tech intelligent queuing system, priority VIP services and much more
Jafza, flagship operation of Economic Zones World today unveiled its world class customer care facility in Jebel Ali, re-engineered and value-added with top-of-the-line offerings to provide a whole new service experience to customers and visitors unlike any other in the region.
Designed to provide customers with the best of services at a higher level of efficiency, the new facility at Jafza 14 & 15 includes an intelligent queuing and processing system, upgraded customer services, meeting rooms, full-fledged VIP services, a renovated, contemporary reception area and other related amenities aligned with the Group’s world-class profile.
The project, currently in the first phase of its operations, will provide enhanced services to all Jafza clients and their representatives from Company Public Relations Officers (PROs) who frequent the facility regularly for their company’s administrative needs, right up to Company Directors (i.e. CEOs and entrepreneurs) seeking to establish and expand their businesses in Jafza.
Commenting on Jafza’s commitment to its clients, Salma Hareb, CEO of Economic Zones World, said that Jafza’s business ideology has always been steeped in customer-focused innovations and developments that facilitate the comfort and growth of its customers. She remarked that customer care centres were the ‘most vital client interaction tools’ for any organisation which is why Jafza wanted to ensure that its customers, who were the company’s major business partners got ‘the very best’.
One of the key features of the re-conceptualized facility is the top of the line electronic queuing system that reduces processing time of transactions by as much as 70 percent.
The system is equipped with an intelligent custom-built queue management screen that efficiently directs clients to over 100 service counters for all their needs including visa processing, resident permits, payment certificates, ID cards, health cards, utilities and a host of other requirements. The system is designed to manage loads and queues by distributing customers in a manner that balances the traffic flow at counters thereby increasing overall efficiency and productivity.
The main customer care area will cater to 100 customers at a time, and provide contemporary seating area for 120 people, 16 TV screens, Internet and vending machines among other amenities.
Personalised services and interaction occupies a key position in the new system. A dedicated team of Jafza Executives will be on hand at all times to familiarise customers with the new system and to address any of their specific requirements. Potential customers walking into Jafza will receive VIP treatment, right from the moment they set foot on the premises - from valet parking at the building to plush meeting rooms and individual attention in VIP lounges. All the meeting rooms and lounges are enabled with Wireless Internet. Top executives of existing companies and potential investors will be provided with exclusive tools for greater convenience including a VIP car sticker that facilitates access instantly and a VIP card that guarantees quick response to requests in addition to other benefits.
Salma Hareb added: “The redesigned facility will surpass previous customer care centres not only within Jafza but across other Free Zones in the region and indeed the world. The initiative was launched to not only optimise efficiency of customer services on offer, but more importantly also to provide a truly positive and authentic experience that accurately reflects our core values. With this new development and future initiatives, we intend to further strengthen our position as the most customer-centric business hub in the region.”
Other value-added services include providing customers with timely and prompt notifications on the status of services requested. The new Customer Notification system uses four channels of communication – email, SMS, phone call and fax depending on the urgency and importance of the request
All customers will also be provided with an email address on a platform called JafzaMail, which was set up in partnership with Google, and which will serve as a dedicated communication channel between Jafza and its customers.
A customized training program for customer representatives has been developed by training experts and will be offered to all Jafza-based company PROs. PROs will receive a certification on their successful completion of the training program facilitating compliance to Jafza’s world-class quality standards and ensuring optimal delivery of service.
The newly engineered facilities have been specially designed after carefully analysing the total experience of Jafza’s customers while they used its various products & services. Jafza also deploys the Oracle E-Business Suite, one of the largest CRM systems in the region and enables customers to access all Jafza services online.
