National Housing Company offers fully automated smart customer journey with Dynamics 365

The National Housing Company (NHC) is a leader in real estate development and investment in Saudi Arabia. The company strives to provide quality projects with modern designs and various housing solutions for a reasonable price. After coming under state ownership in 2020, the company set out to create effective solutions in the Saudi real estate market, along with producing digital solutions.

Creating excellent service

Citizens seeking housing products are the core of NHC’s business and providing effective customer support was difficult as the company still relied on time-consuming processes for customer care. “Our mission was to improve the efficiency of day-to-day activities of my team to eliminate legacy workflows,” explains Eng. Munira Altamimi, Digital Solutions and Products Manager at NHC. “So, it became clear that we needed to build a centralized, streamlined process to improve our service.”

NHC was already using Microsoft Dynamics 365 for customer relationship management (CRM) for Sakani, a program offering smart journey for Saudi citizens to own a home. After introducing Sakani, NHC went further, and leveraged Microsoft Dynamics 365 Customer Service as well as Sales and Finance to create a streamlined customer journey from registration to home handover. 

The solution has standardized, centralized, and automated every step of the customer journey. Enabling customers to book appointments and enter construction sites with QR codes and leave feedback, customers can now book appointments at the sales center, or request to have a pricing offer sent directly to their bank.  “As customers can now sign a contract, start following a payment schedule, and sign the final handover agreement with Power Apps, time to follow up on customer’s bankability has decreased 90%,” says Eng. Altamimi. 

In addition, the online lending with the financial institutions, NHC also offers loyalty services to its customers that allows them to get discounts for utility bills and more. To enhance the living conditions of its customers, NHC also provides other services such as interior designing, “As our customers are in the center of our strategy ahead, we concentrate on the needs of customers to ensure that NHC can meet their needs offering different, digitalized services.”

The NHC team can now oversee every activity at the click of a button on one platform, everything from sales leads and construction progress to payment schedules and customer satisfaction, making it easier for them to answer any query a customer might have. “We have seen 90% increase in appointments of project and construction units visits by applying user experience methodologies and following customer experience strategies,” says Eng. Altamimi. 

Fueling higher efficiency with more data

With a fully streamlined, automated system, NHC is now ready to offer uninterrupted, streamlined customer experience at scale. “We have customized processes for different types of housing, and we can set up a new project with all of its workflows in a heartbeat,” says Eng. Altamimi. “We know we can scale up because centralized workflows allow us to collaborate with different departments easily. With the flexibility of the Dynamics 365, we can now decide which department to access sensitive data, as security is one of our highest priority.” 

This migration has empowered NHC agents to become offer a more responsive, efficient, and informed service to NHC customers. “Our team benefits from the additional productivity received by having a centralized ecosystem for all communication channels,” adds Altamimi. “Every single detail about the customer and the ongoing projects is at their fingertips, empowering them to serve customers better and resolve cases 80 percent faster.” 

NHC’s digital transformation has led to a 95 percent rise in customer satisfaction. “Our customers are get notified through SMS in every step of the way. This also allows our agents to have visibility over earlier discussions and we can pick things up where we left off if customers are facing any issues,” adds Eng. Altamimi. 

Moving forward, NHC is building community services, facility management and maintenance support as well as Artificial Intelligence solutions for customer support. “We have managed to build a great internal system for customer care,” concludes Altamimi. “The technologies and solutions we used make us feel very confident of the journey we provide for our customers.”