Embracing technology
Becoming a homeowner has never been easier, thanks to DAMAC’s integration of innovative technologies into the home buying and management process The process of purchasing a new home looks a lot different today than it did a few years ago. Digital applications have opened the doors to a new way of doing things and for most potential homeowners, this is a welcome change. Not only does digital automation streamline the various steps involved in becoming a homeowner but it also brings with it a high level of transparency, which makes the overall experience less overwhelming. At DAMAC, technology is integrated into every stage of the customer journey to make the experience as seamless and interactive as possible. And it begins right in the presale stage, giving potential customers the opportunity to browse through DAMAC’s extensive inventory and take a virtual 360-degree tour of their dream home. An integral step, it helps lay the foundation for a positive relationship with the customer as it helps identify their specific needs and make informed decisions about going ahead with the purchase.
ONE-S TOP SHOP
“We sought to build a seamless journey for the customer in a single, common platform, which starts with an inventory showcase based on comprehensive selection criteria. On this platform, they can view their potential new home, browse through floor plans, review payment plans and read through home buying agreements,” said Ajay Rathi, Vice President - IT, DAMAC Group. “On the same platform, provisions have been made for customers to submit their documents if they choose to go ahead with the purchase. Digital channels are also made available on the system for customers to collaborate with our offices and agents, manage their requests and sign contracts,” he added. The platform makes virtual home tours from anywhere in the world possible as cutting-edge technology is utilised to bring houses to life on the screen. Handovers can also be managed similarly, enabling customers to remotely take ownership of their apartment, no matter where in the world they might be based. It is, therefore, a one-stop solution, where every process of the journey can be seamlessly tracked, eliminating the need to pore over endless documentation for hours to ensure that everything is in place. According to Rathi, the platform was inspired by the need to “build a unified system for sales and admin teams to manage assets, communications, approvals, workflow with departments, customers and other relevant stakeholders with minimal offline activities and transactions.” This has proved especially beneficial in reducing face-to-face interactions at a time when social distancing and minimising personal contact has become a priority as the world continues to come to grips with the current crisis. In spite of this digital-first approach, there are no compromises to the element of human touch, which is an essential part of the customer journey. Tying the overall experience together is that personal touch that DAMAC’s relationship managers bring by greeting customers with a smile, hearing them out patiently and understanding their perspective to ensure a pleasant home-buying experience.
80
