Case Study: Wasl Properties improves customer experience with Renascence

Wasl Properties audits 27 touchpoints with Renascence

Wasl Properties, a real estate developer, sought to enhance its customer experience across multiple business units. They engaged the consultancy Renascence to conduct in-depth touchpoint audits and mystery shopping to identify pain points and opportunities for improvement in customer interactions.

Renascence implemented a comprehensive analysis of 27 touchpoints, including calls, emails, social media, and Google cards, supplemented by 33 interviews and shadowing sessions. This led to actionable recommendations that streamlined operations and improved engagement. As a result, Wasl Properties achieved enhanced customer service efficiency, increased engagement, and improved customer retention. Renascence's work provided a clear roadmap for creating a more consistent and customer-friendly experience.

Wasl Properties