In line with the UAE government’s push towards digital transformation, ServeU, a subsidiary of Union Properties and a facilities management service provider in the UAE, has announced plans to launch a fully automated mobile application to eliminate human intervention and digitalize customer service.  

A first for the regional industry, the move comes as part of the company’s efforts to use latest technologies for better service delivery, by optimizing internal processes, redefining customer touch-points, and upgrading the interaction platforms, through the introduction of WhatsApp business and social media direct messaging services.

The application is currently in its final phase of development and is due to be completed in Q1 2021, as part of which ServeU is building a front-end module in the form of an iOS and Android Application for customers.

Gary Reader, General Manager of ServeU, said, “With more than 40 years of experience in the region, we understand the evolving needs of our customers and are committed to incorporating the best of innovation in our business processes. This state-of-the-art application will not only meet customers' expectation, but it also sets a new trend in the industry that will revolutionize the way our customers interact with us.”

Key features of ServeU’s new mobile application will include:

• Business process mapping: The application will ensure current operations are fully automated - from start to end with zero human intervention.
• Online Store: Moving away from the typical voice call customer service, the new application will allow for the adoption of self-service processes. ServeU is introducing a new concept of ordering products and service from online stores, using built-in AI in the backend system. While purchasing a product from the store, customers will be provided with real-time access to resources, and upon checkout, an appointment will already have been booked with the technician.
• Self-service concept: The application will mainly focus on three business processes - booking an inspection, buying an annual maintenance contract (AMC), and ordering a product from the store. All inputs will happen at the customer's end in just a few clicks and the customer will be notified about the progress of tasks. In addition, the customer will be able to manually check the status of the job, provide feedback and also escalate issues to management, if required.
• User Experience: The application will replicate human-like experience with minimal inputs, through its interactive and straightforward user interface. It will come with the latest set of features such as contactless payment, real-time resource tracking, live chat with helpdesk and much more to offer a seamless experience to customers.