Jafza's customer support projects prove huge success

The company's annual satisfaction survey showed that there was an average increase of 14% in the number of customers who were completely satisfied. This was studied across all factors including Overall Process, Knowledge, Effective Communication, Professionalism and Office Environment among others.

The recent introduction of several customer centric Projects including Project Ahlan, Jafza's value-added client support initiative, and services such as EZ Post, the exclusive free zone courier service - were also key factors that led to an increase in customer satisfaction levels.

The annual survey reviewed the overall approach of Jafza's customer support with the ultimate goal of improving the qualitative experience of the customer, chiefly by creating maximum efficiency. A vast majority of respondents expressed high level of approval for the projects.

The survey involved interviewing customers interacting with Jafza at its world-class customer care center as well as with the sales team across various levels of the customer organisation.

Fatma Salem, Executive Vice President and Commercial Director, said:

"At Jafza, customers have always been our primary focus and regardless of current circumstances, putting our customer first remains our commitment as a company."

Project Ahlan, implemented in February 2009, is designed to provide customers with the best of services at a higher level of efficiency and includes an intelligent queuing and processing system, upgraded customer services, meeting rooms, full-fledged VIP services, a renovated, contemporary reception area and other related amenities aligned with the Group's world-class profile.

The customer survey found that effective communication played an important part in evoking positive response. The state of the art technology, adequate seating areas, wide open fresh spaces and an efficient queuing experience were all key success factors.

EZ Post, Jafza's own courier service to hand-deliver documents, including visas, proved to be a huge success within only one year since it was launched. The survey found that 61% respondents were completely satisfied.

Jafza launched the newly engineered facilities and services after carefully evaluating the overall experience of customers while they used the existing free zone facilities. The leading free zone operator also deploys the Oracle E-Business Suite, one of the largest CRM systems in the region and enables customers to access all services online.