Case Study: Aldar Properties PJSC boosts customer satisfaction and SLA fulfillment with Oracle Service Cloud

Aldar Properties Enhances Customer Service Quality with Oracle Service Cloud

Aldar Properties PJSC, a real estate developer in the United Arab Emirates, needed to improve customer service levels for residential customers and retail tenants. Its service channels were not integrated or automated, and the company wanted to better manage around 12,000 residential and retail property contracts while meeting strict SLAs. It turned to Oracle Service Cloud to support customer service, satisfaction, and retention.

Oracle Service Cloud was rolled out in phases over eight months, integrating with Oracle Sales Cloud, Oracle E-Business Suite, and Oracle Financials. Aldar used customer portals, self-service, knowledge management, and service catalog tools to automate requests and speed approvals, reducing retail tenant work permit and no objection certificate processing time by 60% from 5 days to 48 hours and cutting interdepartmental approval resources by 75%.

Aldar Properties PJSC

Dayan De Alwis

Manager – CRM and Data Solutions