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SAP (Hybris) C4C and SAP ECC implementation and Roll out at AGRE UAE

The challenge :

Al Ghurair Real Estate, a subsidiary of Al Ghurair Group, wanted to improve its customer service process efficiency and enhance their customer’s experience.

The objectives :

One of the main objectives was to give real-time access to complete service ticket information to all stakeholders and to automate the service request management process, in order to improve the quality of service to customers.

The Solution

Sapours implemented a SAP Hybris-based customer service solution to solve the challenges that Al Ghurair Real Estate was facing. The program adopted an extreme automation approach to maximize replacement of manual efforts for customer service processes.

The solution encompassed the following process improvements at an organizational level:

  • Business processes were redesigned to incorporate best practices from the real estate industry to enhance customer satisfaction scores and aid effective decision support
  • Customer Service processes were integrated with key functions encompassing leasing, finance, procurement, and facilities management
  • The solution provided user-friendly interfaces to create/maintain records and view data such as customer information and customer complaint booking sin real-time.

The benefits

Some of the tangible benefits delivered by the solution were as follows:

  • Faster responses to customers due to real-time access to customer interaction history
  • 360-degree view into customer records was enabled
  • Faster material inventory reconciliation and financial cycle closure was enabled
  • 50% improvement achieved in customer service process efficiency
  • Productivity was boosted and accuracy of work was improved
  • Maintenance costs were reduced due to automated processes for efficient work order execution
  • Enabled prompt reports and analysis to support effective decision-making

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Another feather in the cap…

In addition to implementing customer service on SAP Hybris C4C, Sapours also leveraged its extensive experience in core ERP solutions based on SAP ECC. We implemented a SAP ECC roll-out for four new company codes, to help the business to manage each entity’s real estate objects such as hotels, land, buildings, farms.

The objective to improve gross margins for the business by implementing business processes improvements in procurement, inventory, finance, costing, accounting and investment management.

The solution roll-out included the following SAP ECC modules: SAP FICO, SAP MM, SAP REFX, in addition to Asset Management and Project System. A phased implementation approach was used, followed by post-implementation support.

Key Benefits:

  • Business process harmonization in all company codes
  • Improved allocation of budgets and cost planning for different projects
  • Ease of maintenance and streamlining of accounting of real estate objects
  • 60% reduction in manual work and 30% increase in efficiency
  • Cost-effectiveness – entire roll-out delivered from offshore office within just 4 months using a team of just 7 resources

Sapours delivered on mission-critical areas for Al Ghurair Real Estate – providing automation and improving process efficiencies across the board for key real estate business functions as well as for customer service processes.