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RPA at Emaar Properties PJSC

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Emaar is an Emirati multinational real estate development company located in the United Arab Emirates (UAE). Controlling one of the largest real estate portfolios in the world, Emaar owns or manages over 1.6 billion square feet of prime commercial, residential, retail, and hospitality space in Asia, Africa, Europe, and North America. Emaar Properties is the developer of Dubai Creek Tower – the project of the tallest tower in the world that is expected to be completed in 2021. Here is about the successful usage of RPA, provided to Emaar Properties PJSC by IBM.

Challenge
To collect and manage revenue from its extensive real estate holdings, Emaar expanded its back-office operations. However, manually intensive processes, such as invoicing, contract management, and bank reconciliation, were prone to higher error rates due to human interactions. During peak volume periods, office workers also had difficulty managing workloads and turning workaround on a timely basis.

From a strategic perspective, Emaar management saw that too many employees were tied to repetitive, manually intensive tasks, making less time available for value-added work activities related to customer service or planning for the future.

Solution & Results
As the owner of Dubai Mall, the world’s largest retail destination with over 1,300 stores and 200 restaurants, Emaar was looking for every opportunity to streamline mall management. That’s why the company selected its Malls division for the initial deployment of the Robotic Process Automation solution. Working with Emaar’s IT department, IBM focused on transaction processes where more value could be added through automation, such as invoicing, receipt management, and reconciliation. IBM also studied processes to see how they could flow together for greater optimization. The next step was to develop a business case and deployment plan to guide the Robotic Process Automation implementation over a six-month period. After identifying and automating five back-office processes for its Malls division, Emaar realized significant performance improvements:

  • 86% process automation for invoicing, reconciliation, and other back-office business tasks
  • 40% cost reduction for full-time employees to manage routine office work
  • 50% faster turnaround of office processes, pre-automation vs. post-automation