Client Overview:


A leading real estate developer in the UAE, our client manages a portfolio of commercial, residential, and mixed-use properties. As the business grew, they faced operational challenges related to construction management, customer satisfaction, and field services.

Challenges

The company encountered several key issues:

Fragmented Systems: Disconnected processes for property management, financial tracking, and customer service.
Manual Processes: Delays due to manual handling of construction, snagging (defect management), and customer complaints.
Inefficient Sales & Leasing: Poor visibility into the sales and leasing pipeline, impacting deal tracking and closing times.
Field Service Management: Difficulty in managing technicians for post-construction snagging, repairs, and maintenance tasks.

Solution: Streamlined Operations with Microsoft Dynamics 365 FnO and Salesforce

We implemented a comprehensive Business Process Engineering (BPE) solution using Microsoft Dynamics 365 Finance & Operations (FnO) and Salesforce CRM, including the Salesforce Field Service App, to centralize and automate operations.

Key Solutions Implemented

Pre- and Post-Construction Management

Automated pre-construction workflows tracked timelines, budgets, and progress, improving planning and quality control.

Post-construction workflows, including defect (snagging) management, were streamlined via Salesforce, ensuring timely issue resolution and seamless handovers.

Snagging and Handover Management

Pre- and post-handover snagging issues were logged in Salesforce, with technicians assigned via the Field Service App for rapid resolution.

A customer portal allowed clients to track snagging progress, improving transparency and satisfaction.

Customer Complaint Handling

Salesforce’s automated case management system handled customer complaints, linking them with technician service requests for faster response times.

A self-service portal gave customers a convenient way to report issues and monitor resolutions.

Salesforce Field Service App for Technicians

Technicians received assignments, logged work, and updated snagging statuses in real-time through the Salesforce Field Service App, enhancing field operations.

Intelligent scheduling minimized technician downtime and ensured faster completion of tasks.

Financial Integration with Microsoft Dynamics 365 FnO

End-to-end financial management for construction, invoicing, and maintenance was automated in Microsoft Dynamics FnO, ensuring transparency in project costs and reducing manual errors.

Real-time financial reporting helped in better forecasting and budget control.

Results and Benefits

50% Faster Snagging Resolutions:

Automated workflows reduced delays in resolving pre- and post-handover issues.

40% Boost in Field Efficiency:

Optimized technician deployment through the Salesforce Field Service App improved task completion times.

30% Increase in Customer Satisfaction:

Faster complaint resolutions and real-time updates from the customer portal enhanced overall service quality.

Improved Financial Control:

Seamless integration with Dynamics FnO allowed for accurate financial tracking and forecasting, reducing manual work and errors.

Conclusion

By integrating Salesforce CRM with Microsoft Dynamics 365 FnO and utilizing the Salesforce Field Service App, we helped a leading UAE real estate company streamline operations, improve customer satisfaction, and enhance financial control. This end-to-end BPE solution transformed the company’s processes, from pre-construction planning and snagging to complaint management and field service.