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Meydan Free Zone

For digital transformation driving increased customer satisfaction

Meydan Free Zone, located in Dubai, UAE, is an economic district known for its cost-effective business setup solutions that attract global entrepreneurs and investors.

As a Licensing Authority in Dubai, enhancing customer-centric practices was critical for both clients (local and international) and the sustainability and growth of the institution.

To this effect, Meydan Free Zone has implemented numerous initiatives and internal systems aimed towards offering convenience and reducing red tape. The first of the initiatives was for the organization to become fully digitalized. Across the customer journey – from lead qualification, onboarding, account setup on the digital portal, applications, submissions, license and visa issuance, etc. must be performed online without the client ever needing to enter the UAE up until the point of the Medical Test, Biometrics, and Emirates ID collection.

The digital transformation deployed by Meydan Free Zone was supported by the company’s cutting-edge ERP (Enterprise Resource Planning) system, which focused on enhancing the management of document-based processes. This ensured a seamless digital transition and improved operational efficiency. Additionally, it allowed for consistent improvement in customer service as the ERP system (combined with an in-house compliance team) enabled the Free Zone to increase productivity, enhance data security, provide cost-effective services, easily track and report progress or issues.

Customers can make use of Meydan Free Zone’s Pay-As-You-Go Model and Easy-Payment- Plans (EPP) as well. This enables them to purchase what they need and what they can afford to establish their business presence within the UAE. If further visas, for example, are needed at a later stage, the client can purchase those when they are ready. Reducing the client’s expenditure at the initial stages of getting their business license enables them to redirect funds to other aspects of their business during their expansion. This flexibility, combined with our Easy Payment Plans (EPP) with partner local, digital, and international banks, further assists clients and their satisfaction rate with Meydan Free Zone as they are enabled to manage their expenditure conservatively with partner banks they trust.

The 100% digital initiative is further enhanced by Meydan Free Zone’s Dubai 24/7 Initiative, in which the organisation’s systems are operational and available for clients 24/7. This Initiative was implemented with the aim of making the Meydan Free Zone accessible to international clients all over the world at any time.

Tools and platforms such as the Free Zone’s innovative ERP system, Zoho CRM, supported the journey. The agency was able to implement Independent Mystery Shopping schemes, Gallabox, Zapier, Google Reviews, paid-media tools, WhatsApp Chatbot, Automated Meeting Appointments, a Cost Calculator, a Name Check service, and more to support clients at all points of their licensing journey.

The results were measured. Meydan Free Zone has recorded positive month-to-month linear growth in terms of new licenses being issued, as well as continuous positive growth for licensing renewals. On average, the Free Zone has issued 855.83 licenses per month, with certain months experiencing variation due to the season. Out of 381 responders, the average Mean for each question on the survey ranged from 4 to 4.17 on the scale from 1 to 5.