UAE Exchange, a leading global remittance, foreign exchange and payment solution brand—has implemented SAP to improve customer interface and reduce turnaround time for offering The customers of UAE Exchange, comprising primarily blue-collared workers and salaried professionals, would stand to gain in multiple ways.
To start with, SAP will allow these customers to access the UAE Exchange’s contact centre through phone, email and retail counter, as the same customer profile will be easily accessible across all channels and geographies. This will enable service agents to remain updated on case status of customers on a real time basis, thereby reducing the time taken for the customers to get solutions.
UAE Exchange CEO Promoth Manghat said: “We are extremely delighted to join hands with SAP to bring the best to our customers. With SAP’s advanced lead management and marketing capabilities, it will enable us to maximize our customer outreach programmes in niche segments. We will also be utilizing their service capabilities for superior delivery across the customer lifecycle. We are truly looking forward to build this relationship stronger and take our customers’ experience to the next level.”
UAE Exchange engages 7.9 million customers through its global network of more than 750 offices. The C4C platform will help the UAE Exchange brand in reaching out to customers and to become the most preferred partner as a one-stop-shop for remittance and foreign exchange solutions.
Tayfun Topkoc, Managing Director, SAP UAE, said: “In line with UAE Exchange’s goals of adopting the latest technology, we’re helping the company on their journey to excellence by innovating both back-end enterprise resource planning, and customer-facing mobile and social media services. With the Middle East’s fast-growing remittance economy, UAE Exchange’s deployment of Cloud for Customer powered by HANA demonstrates best practices in using technology to make it easier to send money to friends, family, and businesses worldwide. By using next-generation solutions from SAP, UAE exchange will be able to gain real-time customer insight and use it to make every customer interaction more relevant and engaging.”
Demonstrating the strong demand for the regional remittance economy, the Middle East and North Africa was the world’s fastest-growing region in remittances in 2014, and is set to grow by 7.5 percent from $53 billion in 2015 to $57 billion in 2017, according to the World Bank. In particular, the UAE and the Kingdom of Saudi Arabia are two of the top-five migrant destination countries in the world. As UAE Exchange continuously expands its network globally, SAP’s C4C suite will facilitate real time customer insights, 360-degree customer view and user interface improvement through integration across retail and virtual delivery channels.
The value selection of SAP lies in its ability to aid the implementation while assigning best practices; vouched SAP’s 40-plus years of experience in IT and proven track record from the best of breed offerings in terms of Data Management, Real-time Analytics, Mobility, and e-Banking. Through this strategic alliance with SAP, UAE Exchange will establish global benchmarks offering superior service with ease of access and efficiency.