Beats

Customer Experience (CX) has been an integral focus of Nakheel Finance. A recent workshop, attended by 15 members of the department, shed light on how Nakheel can improve and simplify the customer payment experience.
 
The workshop explored four key areas:

 

• What are the challenges faced by our customers?

• What are the challenges faced by Nakheel Finance?

• What are the various types of payments we process?

• What can we do to enhance the overall payment experience for customers?

The fruitful session generated several ideas, which were then categorised and mapped against a 90-day plan, such as:

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• Enabling the contact center to share customer numbers to avoid queueing at cashiers

• Developing customer portfolios to enable a property overview with multiple investments at Nakheel

• Encouraging customers to make payments online

• Utilising tools to automate calculations

 

…amongst other ideas.

 
We are working towards offering customers more choices and flexibility when it comes to making payments. Some CX enhancements that have been implemented include: partial payment of a property installment payment, completing payments in advance, and choosing to make a payment toward a property installment or a penalty payment.
 
Watch this space for more updates!