Case Study: Ras Al Khaimah Transport Authority achieves paperless, faster customer service with Microsoft Dynamics 365

RAK Transport Authority lifts its customer service to new heights via Microsoft Dynamics

Ras Al Khaimah Transport Authority (RAKTA) is the public agency responsible for delivering bus, taxi, e-scooter, and shared-ride services across the emirate of Ras Al Khaimah. Facing legacy IT, manual processes, and disconnected systems across finance, customer service, and field operations, RAKTA struggled to deliver modern, efficient customer service and needed an integrated, cloud-based platform to streamline workflows.

Working with Intertec, RAKTA implemented Microsoft Dynamics 365 and Teams to create a consolidated, paperless License and Compliance management system with mobile field capabilities. The cloud solution cut a typical customer-service interaction from up to six minutes to 1.4 minutes, enabled staff to serve 200+ customers with no waiting on go-live day, eliminated paper-based reconciliation, and freed employees to focus on learning and innovation through a new internal Knowledge Hub.

Ras Al Khaimah Transport Authority

Esmaeel Hasan Esmaeel Al-Blooshi

General Manager