Wasl Properties. Development and Integration of Process Maps for Operational Efficiency

Context, Approach & Methodology

Our approach ensured that each process map was meticulously crafted to address specific needs within various business units at Wasl. The process maps included:

• Process Identification: Identifying critical processes across different business units.
• Detailed Mapping: Creating detailed, step-by-step process maps.
• CRM Integration: Ensuring each process was optimized for integration into the CRM system.
• Efficiency Enhancement: Focusing on minimizing friction points and speeding up processes for better clarity and efficiency.

We conducted multiple interviews with team leads and teams within Wasl to understand their roles and current processes. This deep understanding of the business enabled us to create all 123 processes efficiently and accurately.

Groundwork

1. Broker - 6 Processes:
   • Commissions
   • Assisted sales
   • Lease creations
   • Etc.
2. Call Center - 6 Processes:
   • Complaint management
   • Email documentation
   • Tenant maintenance
   • Etc.
3. Commercial Leasing - 28 Processes:
   • Change of parking
   • Cheque return
   • Fit-out process
   • Etc.
4. Community Management - 12 Processes:
   • Community guidelines
   • NOC time extension
   • Move-in process
   • Etc.
5. Freehold - 13 Processes:
   • Deferred payments
   • DLD registration
   • Sales lead management
   • Etc.
6. Lands - 25 Processes:
   • Handling violations
   • Land area change
   • Plot number change
   • Etc.
7. Residential Leasing - 33 Processes:
   • End of lease
   • Follow-up on bounced cheques
   • Lease cancellation
   • Etc.

Each process map was created with a deep understanding of Wasl's operational needs and customer expectations. Extensive consultations and workshops with Wasl's teams ensured that every process was accurately captured and optimized for seamless integration with Salesforce. We focused on collaboration to clarify each step in the workflows, refining and validating them through iterative feedback sessions with key stakeholders.

The groundwork phase also involved continuous testing to ensure that all 123 process maps were correctly integrated into Salesforce, confirming that the CRM system could accommodate the complexities of each process while enhancing workflow efficiency. This hands-on collaboration with the team was key to fine-tuning processes and addressing potential bottlenecks before the final implementation.

Result

• ‍Integration Support: Supported in integration of 123 process maps into Salesforce, enhancing internal workflows.‍
• Enhanced Efficiency: Reduced friction points and accelerated processes, leading to improved operational efficiency.‍
• Improved Customer Experience: Enhanced customer experience by ensuring faster and more efficient service delivery through well-defined processes.‍
• Clarity and Transparency: Provided better clarity and transparency in operations, facilitating smoother internal teamwork and coordination.