A New Way of Engaging Customers with One ET

Emirates Transport is a government company and tasked with organizing, managing and supervising transport and maintenance services,

Industry

Transportation, Travel & Hospitality

Salesforce Product

Sales Cloud, Service Cloud, Marketing Cloud, Mobile Publisher, FSL, Community Cloud, Einstein components, Pardot, Social studio

Region

UAE

Business Type

B2C

“Team Smaartt is able to showcase the real proof of value and enabled us to make the digital transformation to a practical reality at Emirates Transport… Thank you all team members of Smaartt.”

Talal Jamal Alnajjar
Head of Digital transformation

Overview

Enabled Mobility as an Experience in the 4th industry revolution Emirates Transport and Services Corporation was established in 1981, with the aim of regulating, managing, and supervising the operation of transport and maintenance services for various government, federal, and local entities as well as private sector organizations and citizens. 32 Services for G2G, G2B, B2B & B2C through 40 locations across the UAE with 38,000 vehicles and a workforce of over 28,000 employees. ET transport nearly 250,000 Students per day. 32 Services for G2G, G2B, B2B & B2C through 40 locations across the UAE with 38,000 vehicles and a workforce of over 28,000 employees. ET transport nearly 250,000 Students per day


Interesting Data Insights

80%

Increment in Customer experience and efficiency

72%

Improve Customer Profiling

55%

Improve Cross-Selling & Upselling

360

View Customer Centric Business

The Challenges


Emirates transport had a complex multi system IT landscape. This included 25+ Custom made applications, Legacy systems, industry specific systems and ORACLE ERP. A highly distributed architecture with data in silos, making the use of huge amounts of data challenging and missing opportunities.

Business Constraints
  • Existing services are not digitized
  • Lost opportunities in cross-selling and upselling
  • Customer services issues
  • Lack of Digital marketing strategy
  • Weak customer centricity
  • Opportunity loss in late entry with On-demand Transport services

The Solutions


Super App:- OneET a Digital customer experience, offering 32 services across G2G ,G2B,B2B and B2C by replacing /Wrapping the legacy applications /industry specific applications into one single channel to connect ET to the world.

ET, Smaartt & Salesforce together have created a Digital Transformation Vision to set the trend in the transportation industry by transforming and creating a Fresh “Mobility As An Experience (MaaX) to Governments, Corporates, citizens of the UAE and the world. OneET – Achieving Mobility As An Experience

Result


Customer, Vehicle & Resource 360

Enabled intelligent Customer profiling and data Crowdsourcing & Cross-Selling and asset 360 view with real time data visibility

One ET

Provide one-stop digital shop for all ET services

Automation & Digitalization

Automated marketing, sales, service and other transportation business processes and maximized the use of digital Assets

Reference site for data: Salesforce & Gartner

Ready to become a customer company?