axs, TECOM Group’s smart gateway for integrated services, showcased best practices to achieve superior customer experience at the Customer Experience Week Middle East 2019.
The 2019 edition of Customer Experience Week featured a conference that ran from 17 to 18 September. On day one, Dr Ayoub Kazim, Manging Director of axs, presented the axs case study and shared insights on ways of leveraging automation in a session titled ‘Optimizing the Operations of Corporate and Government Services through Automation – An Innovative Approach’.
The session highlighted axs’ efforts in servicing thousands of business partners and over 90,000 professionals working across Dubai Internet City, Dubai Outsource City, Dubai Media City, Dubai Studio City, Dubai Production City, Dubai Knowledge Park, Dubai International Academic City, Dubai Science Park, Dubai Industrial City, and Dubai Design District.
The achieved results exhibited 80 per cent overall customer satisfaction through utilising leading-edge technologies to handle 200,000 calls, 250 circulars, 50,000 emails, and 60,000 text messages. The average time to answer a call was 30 seconds, with a maximum time of one minute and a half. Through the investment in state-of-the-art digital systems, axs has also reduced paper transactions by almost 10 million a year, saving more than 40 per cent in operational costs.
Held alongside the Customer Experience Week 2019, axs was awarded the Best Smart Service category at Awards Cx.
The awards recognise outstanding customer experience across multiple categories. The smart service centre and online platform axs won the accolade for its new approach to business license renewals, using a smart automation system that grants instant online license renewal. This has significantly enhanced ease of doing business for over 5,600 business partners that operate across various Dubai business communities under TECOM Group, including Dubai Internet City and Dubai Media City.
Speaking on the win, Dr Kazim said: “Today’s accolade acknowledges our continued efforts to develop new solutions and enhance existing ones to meet the specific needs of our business partners across TECOM Group’s business communities. Enhancing the ease of doing business in Dubai is integral to our philosophy and we take pride in how far we have come.”
Since its establishment in 2014, axs has digitised its services and introduced an online platform that has completed over a million transactions thus far. Its key achievements over the past year include the integration of a robotic process automation (RPA) solution to facilitate employment visa processing through 24×7 execution, complete digitalisation of its archiving system, and revamping of its online platform to offer an integrated, omnichannel customer experience.
The smart platform has earned several prestigious recognitions, including wins in the Government Services and Contact Centre categories at the Gulf Customer Experience Awards 2018. In 2017, the smart platform topped the Best Government Services category at the International Business Excellence Awards.
axs offers significant benefits to TECOM Group’s business partners, such as online payment facilities, 24-hour online access and customer support, as well as fast processing times. In line with the UAE’s mission to enhance its overall competitiveness through implementing cutting-edge smart solutions, axs manages corporate and government services to provide businesses with a seamless user experience in a fully digitalised environment.