The Solution

Sapours implemented a SAP Hybris-based customer service solution to solve the challenges that Al Ghurair Real Estate was facing. The program adopted an extreme automation approach to maximize replacement of manual efforts for customer service processes.

The solution encompassed the following process improvements at an organizational level:

• Business processes were redesigned to incorporate best practices from the real estate industry to enhance customer satisfaction scores and aid effective decision support
• Customer Service processes were integrated with key functions encompassing leasing, finance, procurement, and facilities management
• The solution provided user-friendly interfaces to create/maintain records and view data such as customer information and customer complaint booking sin real-time.

Another feather in the cap…

In addition to implementing customer service on SAP Hybris C4C, Sapours also leveraged its extensive experience in core ERP solutions based on SAP ECC. We implemented a SAP ECC roll-out for four new company codes, to help the business to manage each entity’s real estate objects such as hotels, land, buildings, farms.

The objective to improve gross margins for the business by implementing business processes improvements in procurement, inventory, finance, costing, accounting and investment management.

The solution roll-out included the following SAP ECC modules: SAP FICO, SAP MM, SAP REFX, in addition to Asset Management and Project System. A phased implementation approach was used, followed by post-implementation support.

Key Benefits:

• Business process harmonization in all company codes
• Improved allocation of budgets and cost planning for different projects
• Ease of maintenance and streamlining of accounting of real estate objects
• 60% reduction in manual work and 30% increase in efficiency
• Cost-effectiveness – entire roll-out delivered from offshore office within just 4 months using a team of just 7 resources