Rafid App reduces accident report processing time in Sharjah to just four minutes

Sohaila Ahmed, Staff Reporter

Rafid Automotive Solutions, a joint venture between Sharjah Asset Management – the investment arm of the Government of Sharjah – and OWS Auto, issued 91,000 traffic accident reports during 2019 and reduced the accident report processing time by 150 per cent to an average of just four minutes, through Rafid’s application.

According to the company, this key milestone achievement is credited to the introduction of the Rafid App, and the full completion of the company’s digital conversion process, which can now handle and produce over 300 reports, per day.

Rafid Automotive Solutions’ Call and Control Centre received 152,000 incoming calls on their toll-free number, in 2019. Customer calls ranged from accident reports to enquiries, customer feedback, and roadside assistance requests.

The average response time, between a call and the arrival of the roadside assistance service, was 14 minutes, which consists of 90.4% of the total number of reports. 

During the same period, the control centre handled over 32,000 customers calls to its seven customer service centres, for direct assistance across the Emirate of Sharjah.

The Rafid smartphone application was downloaded over 14,000 times, which included 50 new customers from people of determination, all of whom benefitted from the fee exemption offered.

In the 2019 calendar year, the company achieved an overall customer satisfaction rate of over 80 per cent.

Ahead of Wednesday’s announcement, Salim Saed Al Midfa, General Manager of Rafid Automotive Solutions, highlighted that 2019’s successes had been realised due the company’s commitment to continually striving to increase customer satisfaction.

This includes adopting international best practices, using the latest technologies and regularly upgrading its services to meet growing demand across the Emirate of Sharjah. Al Midfa said that the company’s impressive growth has been made within a short span of time is mainly attributed to excellence and innovative solutions, describing 2019 as “a year full of achievements and expansion.”

Rafid Automotive Solutions has built a solid reputation for its services and customer care, across its key business sectors. “Rafid Auto Express has repaired over 66,000 cars and established new workshops, in Khor Fakkan, which now serve customers from Sharjah’s East coast city and surrounding areas – making its services accessible to customers in more remote areas,” Al Midfa added

Rafid MotorCheck completes over 4,000 car registration process monthly and, with its vehicle inspection and registration services added in November 2019, the facility has achieved a 96 per cent customer satisfaction, since opening.

In relation to its Rafid Accident Unit business arm, its roadside assistance team have responded to over 5,000 service requests, since May 2019, with an average of one request received every 15 minutes. Services provided by Rafid’s roadside assistance service include emergency refuelling, changing tires or batteries, towing services, and repair workshops.

Established in 2017, Rafid Automotive Solutions has rapidly become Sharjah’s premier service provider for vehicle inspection and registration, automotive quick services, accident unit, complete fleet management. The business units include, Motorcheck, AutoExpress, Rafid Accident Unit, and a dedicated Call and Control Centre.