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Office
601 Burj Al Salam, Trade Center, Dubai
Transforming Businesses
Our Impact in Numbers
Our services have helped numerous companies achieve significant improvements in customer satisfaction, revenue growth, operational efficiency, employee productivity, and customer retention. With a track record of delivering results, we are committed to transforming businesses.
Tasks Assessed
92
Analyzed and mapped out 92 tasks in the existing admissions process to identify inefficiencies.
Time Reduction
88 Hours
The future process cut down the admissions timeline by 88 hours.
Automation Increase
10x
Enhanced automation in the process, increasing it tenfold for greater efficiency.
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Quick Facts
Aldar Academies, part of Aldar, a leading real estate developer in the UAE, sought to improve their admissions process across 9 schools.
The goal was to evaluate the existing ("as-is") process and develop a more efficient, future-oriented process that would streamline operations and improve overall efficiency. The initiative was designed to support 9 Aldar Education's schools, including Cranleigh, Muna, Pearl, Yasmina, Al Ain, Bateen, Kent College and others.
Contributors
Context, Approach & Methodology
We embarked on a project to transform the existing admissions process by conducting a thorough assessment of the "As-Is" process. This involved mapping out all the key stages and identifying stakeholders involved, including Parents (Customers), Admissions (Enrollment), PRE, Principal (Leadership), Teachers/SLT (Educators), Head of Inclusion, Nurse (Medical Provider), IT, and Finance Officer. Our objective was to identify inefficiencies and areas for improvement across the 92 tasks that spanned from the initial parent inquiry to the final financial clearance.
With a deep understanding of the current process, we set out to design a future process that would streamline operations, reduce time and effort, and enhance automation.
The Groundwork
- Stakeholder Mapping: We meticulously identified all stakeholders involved in the admissions process to ensure that every touchpoint, from Parent (Customer) to Finance Officer, was thoroughly analyzed.
- Task Analysis: An examination of each of the 92 tasks was carried out to understand their role, interdependencies, and contribution to the overall process. This analysis helped us pinpoint bottlenecks and tasks that were redundant or overly complex.
The Analysis
- Process Indicators: We focused on key metrics such as time, complexity, effort, and automation to identify inefficiencies in the current admissions process. This analysis revealed significant opportunities for improvement, particularly in reducing manual intervention and streamlining steps that added unnecessary complexity.
- Future Process Design: Armed with the insights from our analysis, we developed a streamlined future process. This redesigned process significantly reduced the number of tasks and introduced a higher level of automation, resulting in a more efficient and user-friendly experience.
The Results
- Time Reduction: The redesigned process led to a reduction of 88 hours in the overall timeline, allowing for faster processing and better resource utilization.
- Complexity Reduction: By simplifying steps and eliminating unnecessary tasks, we reduced the process complexity by 3%, making it more straightforward for all stakeholders involved.
- Effort Reduction: The effort required to complete the admissions process was decreased by 34%, significantly reducing the workload on staff and improving overall productivity.
- Increased Automation: Automation was increased tenfold, minimizing manual tasks and improving the accuracy and speed of data processing.
This transformation not only enhanced the efficiency of the admissions process but also improved the overall experience for both staff and parents, setting a new standard for streamlined operations in educational institutions.
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Satisfied Clients
Hear what our clients have to say about our customer experience projects
You can always expect the best from team Renascence. Hard working. Always share their opinion and recommendations with respect. I really appreciate that as a client.I enjoy bouncing ideas with them.
Ilaria Buonpane
Head of CX
Their passion for CX and drive towards research and innovation leads to unique and relevant methodologies that result in high quality findings. Teams and stakeholders always enjoy interacting with them.
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From the beginning they felt like an extension of my team, working alongside and independently engaging stakeholders as well as the supporting functions surpassing my expectations.
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The team is extremely trustworthy. Meeting the deadlines, always proposing improvements and great attitude.
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FAQs
Few questions we frequently encounter in regards to customer experience consulting
What is customer experience consulting?
Customer experience consulting involves helping businesses improve every interaction a customer has with their brand. Consultants analyze customer journeys, identify pain points, and implement strategies to enhance satisfaction, loyalty, and overall customer experience.
Why is customer centricity important for businesses?
Customer centricity focuses on creating positive customer experiences at every touchpoint. It is crucial because it leads to higher customer satisfaction, loyalty, and retention, ultimately driving business growth and profitability.
How can customer experience consulting benefit my business?
Customer experience consulting can benefit your business by providing expert insights into customer behavior, identifying areas for improvement, and developing tailored strategies to enhance customer satisfaction, increase loyalty, and boost revenue.
What are the key components of a successful customer experience strategy?
A successful customer experience strategy includes understanding customer needs and preferences, mapping the customer journey, implementing personalized interactions, gathering and analyzing feedback, and continuously improving processes based on data-driven insights.
How does customer feedback play a role in customer centricity?
Customer feedback is vital for customer centricity as it provides direct insights into customer experiences and expectations. By collecting and analyzing feedback, businesses can make informed decisions to enhance their services and products, leading to better customer satisfaction.
What tools and technologies are used in customer experience consulting?
Tools and technologies used in customer experience consulting include customer relationship management (CRM) systems, customer feedback platforms, journey mapping tools, analytics software, and artificial intelligence (AI) for personalized experiences.
How can businesses measure the success of their customer experience initiatives?
Businesses can measure the success of their customer experience initiatives through key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), customer retention rates, and revenue growth.
What are common challenges in implementing a customer-centric culture?
Common challenges in implementing a customer-centric culture include resistance to change, lack of alignment across departments, inadequate customer data, insufficient training for employees, and difficulty in measuring and analyzing customer experience metrics.
How can personalization improve customer experience?
Personalization can improve customer experience by tailoring interactions, offers, and communications to individual customer preferences and behaviors. This makes customers feel valued and understood, leading to increased satisfaction and loyalty.
What role does employee training play in customer experience consulting?
Employee training is crucial in customer experience consulting as it equips staff with the skills and knowledge to deliver exceptional service. Training programs focus on understanding customer needs, effective communication, problem-solving, and fostering a customer-centric mindset.