Case Study: Aldar Properties achieves 60% faster workflows and improved customer satisfaction with Oracle Service Cloud (Oracle)

Aldar Properties Enhances Customer Service Quality with Oracle Service Cloud

Aldar Properties PJSC is a leading Abu Dhabi real‑estate developer managing some 11,000 residential units and 800+ retail tenants across major UAE assets. Facing fragmented, paper‑intensive customer channels and strict SLAs, Aldar needed to speed multi‑departmental workflows, improve visibility into service requests, and boost customer satisfaction and retention.

A phased rollout of Oracle Service Cloud—integrated with Oracle Sales Cloud and Oracle E‑Business Suite and implemented with TransSys—introduced tenant and resident self‑service portals, a centralized service catalog, and automated approval workflows. The changes cut permit processing time by 60% (from five days to 48 hours), reduced interdepartmental approvers by 75%, eliminated much paper handling, improved SLA fulfillment, and increased customer satisfaction and retention.

Aldar Properties

Dayan De Alwis

Manager – CRM and Data Solutions