Case Study: DAFZ achieves a smoother customer journey with Renascence

DAFZ eliminates 55% of customer effort with Renascence

Renascence partnered with DAFZ, a fast-growing free economic zone in Dubai, to tackle significant customer experience and operational challenges. DAFZ sought to improve customer engagement, streamline its numerous service processes, and ensure consistency through technology, recognizing that its existing systems and journeys were not meeting customer or business needs.

To address this, Renascence undertook a comprehensive digital transformation, redesigning all customer journeys and 94 individual processes from the ground up with a customer-centric approach. The solution involved implementing a new CRM system and multiple integrations to create a single source of truth. Renascence’s work led to the automation of 31% of all process steps, a 55% reduction in customer effort, and the identification and resolution of 779 pain points, dramatically speeding up service request processing and improving transparency.

DAFZ