Azizi Developments, a leading private developer in the UAE, has put in motion a new customer care strategy to ensure customer satisfaction and retention amidst an exceptionally high pre-sales ratio and numerous project deliveries in 2020.

Key to its revamped strategy is proactivity. Rather than being a reactive department, Azizi’s customer care team now proactively addresses potential customer inquiries by identifying possible issues before they occur, such as through the analysis of big data, informing customers and taking preventative actions in time. The developer plans to continuously enhance its transparency, increasing the volume of its curtesy calls, project updates, and customer site visits more than three-fold, and is implementing additional channels of informative communications. Moreover, it has reduced its turnaround time for responses to inquiries, case resolutions, unit swapping and consolidations to less than 24 hours.

The customer care department is now also tasked with exploring further innovative ways to boost customer happiness, following the success of its recent announcement, surprising existing Riviera customers with an AED 88+ million investment to enhance the 71-building community with premium interiors, free-of-charge to its customers.  

Its new strategy also comprises innovative methodologies in dealing with special requests that fall outside of contractual policies. Azizi now assists customers who are concerned about their inability to fulfil their financial obligations, such as due to job loss or family matters, granting them tailored payment plan amendments and extensions. The developer facilitates this process through its dedicated mortgage department and its close ties and partnerships with some of the region’s leading financial institutions.

With nearly 69% of Azizi’s customers purchasing units for investment purposes, the developer now also supports its clients in the resale process, providing all required documentation and guidance.

Farah Farran, Head of Customer Service at Azizi Developments, commented: “Customer centricity is not just a virtue - it determines the success of a business. Inadequate aftersales service is far more costly than the provision of stellar, expectation-exceeding service. We are confident that our revamped customer care strategy, which undoubtedly has our clients’ best interest at its very core, will help us gain the trust of even more satisfied customers. Their loyalty, which this programme will help earn, not only leads to repeat purchases, but also turns our valued customers into brand ambassadors who convey our efforts through word-of-mouth. We look forward to many more customer care initiatives to be launched in the near future.”

Source: Cicero and Bernay