Dubai Roads & Transport Authority upgrades CRM

Second phase of CRM project includes social media, new Dynamics modules

Tags: CRMFacebook IncorporationLink DevelopmentMicrosoft DynamicsRoads and Transport AuthorityUnited Arab Emirates
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Dubai Roads & Transport Authority upgrades CRM The RTA CRM will improve customer service across a range of RTA offerings.
By  Mark Sutton Published  December 10, 2012

Dubai’s Roads & Transport Authority (RTA) has rolled out the second phase of its CRM system.

The system, which has been deployed by software provider LINK Development, is intended to increase customer care and expand into new communications channels including social media.

The CRM system is based on Microsoft Dynamics, which has been upgraded from version 4 to CRM 2011. The upgrade will give the RTA access to a number of new modules, for marketing and campaign management, events management, loyalty programme, reporting modules and other capabilities. The second phase also includes an integrated Facebook application, developed by LINK, to allow RTA customers and stakeholders to communicate via the social network.

Abdullah Al Bastaki, Director of RTA’s Information Technology said: “We are very happy to be associated with LINK Development in the second phase which will lead RTA’s top management to have single repository for reporting and performance measures for various business functions. On a more consumer aspect, it will enable us to have a 360 degree view of every customer interaction and serve our customers much quicker. The upgraded CRM solution has made it easier for all the departments of RTA not only to manage customer queries and suggestions, but also by giving them on-screen case history while the representatives are talking to clients or agencies.”

Tarek El-Araby LINK Development commercial director concluded: “There’s an increased demand for CRM technology from government agencies as they look for cost-effective ways to modernise and transform their operations. We develop solutions which can help government agencies and companies identify valuable customers and understand the factors that affect customer behavior, using them to create and sustain loyalty. This solution will help RTA achieve immediate operational efficiencies and effectiveness, and also ensure it can meet Dubai’s strategic transportation challenges of the future.”

2135 days ago
Vinod Mehra

No doubt tools gives the leverage but people behind the tools make the difference. wising you success in your endeavour

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