A message from Krysta Fox - August 2018

August 29 2018

Dear members,

At DMCC, we want all of our members to know that during good times and challenging times, you can rely on us to deliver simple, fast and convenient services.

Our mission statement says “we enable our members to succeed.”, and we take that very seriously. So far, this year we have delivered some big impact changes, with those words front of mind.

Firstly, our license renewal process has been vastly simplified, and 90% of all renewals are now done within 24 hours.

Secondly, our new Contact Centre system (600 54 3622) has enabled us to answer our members' questions faster than ever before, with 99% of calls answered within an average of 8 seconds. Plus, we’ve enabled a host of information to be obtained through a self-service channel at your preference.

Thirdly, the newly launched DMCC Help Centre has been designed to give immediate answers to your questions. If you can’t find the answer you need, you can quickly and easily raise a case, and track its progress. Plus, you can always go back and review previous questions and answers. And we’ve now given you a way to escalate your concerns. Our senior leadership team wanted to make sure our members always have a way to reach the highest level of decision maker, in the event that they are dissatisfied with the initial response from our team. We hope you will find that functionality useful if you ever need it. 79% of all cases are closed within 48 hours, and the case satisfaction score is 94%. It is early days and we are confident these scores will improve further.

Fourthly, we have worked hand in hand with the General Directorate of Residency and Foreigners Affairs-Dubai (GDRFA) to streamline the establishment card renewal process, and our members no longer need to return the physical card to us. Bear with us for a short while, as we will still need to ask you to scan the old card and upload it to the portal to ensure all records are up-to-date.

With this streamlining, our counter staff have also been able to attend to our members faster than ever. On average, clients wait only 6 ½ minutes, and of the 9% who leave feedback, 99% report that they are satisfied. We love more people to leave their feedback and give us more opportunity to learn and improve further.

We believe our members deserve the very best service and we hope that these improvements are giving you more time to focus on the success of your business.


Best regards