Case Study: Department of Transport, Abu Dhabi achieves faster complaint resolution and improved customer satisfaction with Ameyo

DoT Reduced TAT by Automating Entire Interaction Management System with Ameyo

The Department of Transport, Abu Dhabi (DOT) needed to modernize its customer care unit to provide structured information dissemination and ensure accurate, timely handling of queries and complaints that were previously managed by manual call handling, recording and reporting. DOT engaged Ameyo (via VAR Dubai Technologies) to implement a Customer Interaction Management platform to deliver multilingual, multi-channel support and automated case management.

Ameyo implemented a multi-lingual, multi-channel IVRS, a structured ticketing and tracking system, SME routing based on TATs, SMS/status notifications, regular follow-ups and reporting/quality monitoring. As a result, Ameyo automated DOT’s interaction management, reduced call handling time and turnaround for each call, improved resource allocation and productivity, and raised customer satisfaction and operational efficiency while providing a scalable, highly available solution.

Department of Transport, Abu Dhabi