Sharjah Research Technology and Innovation Park (SRTIP) is a free zone and innovation hub next to University City, Sharjah, supporting research, startups and technology entrepreneurs. Its free zone runs on Salesforce: company setup, licensing, amendments, renewals, visas and leasing on Public Sector Solutions, with portals for customers, agents and partners and bilingual marketing on Marketing Cloud. Arcsen is the implementation partner. The platform is live, and the next phases are under way.
- Client
- Sharjah Research Technology and Innovation Park
- Region
- Sharjah, United Arab Emirates
- Scope
- A free zone’s company lifecycle, from first enquiry to liquidation
- Platform
- Public Sector Solutions, Experience Cloud, Marketing Cloud, Marketing Cloud Intelligence
- Portals
- Customers, agents and partners
- Status
- Live, with the next phases under way
On the platform
Every step of a company’s life, in one place.
Leads and a full customer view
Enquiries arrive from web forms, social media, email campaigns, events and direct entry. They are assigned by geography, interest or source, nurtured with follow-ups, then converted to accounts, contacts and opportunities, with duplicate checks on the way. Each account shows its contacts, opportunities, transactions, documents and interaction history.
Company setup and licensing
FZE, FZC and branch applications run as action plans: name check, contact and shareholder details, the package for the company type, document checklists, an automated compliance risk rating, invoicing, internal approvals and e-signature. The licence is generated at the end and linked to the account, the service request and, where the package includes one, the lease.
Amendments, renewals and liquidation
Six amendment types, from a change of activity, name, manager or director to share transfers and beneficial owners, run with approvals, generated documents, upload checklists and e-signature. Clients and agents are reminded before renewal dates, and renewals and liquidations follow the same pattern, from the back office or the portal.
Letters, certificates and attestation
Companies request letters from the portal, among them no objection certificates, certificates of good standing and incumbency, register extracts and certified true copies. Each runs through workflow, approval, document generation and e-signature, and generated documents carry a barcode. Attestation and redomiciliation run the same way.
Visas and immigration
New visas, visa renewals and immigration cards run as workflows, each linked to a contact under the client company, with reminders before renewal dates. Through the portal, companies apply for pre-approvals, establishment cards, e-channel registration, visa amendments and cancellations, employment contracts and employment letters.
A customer portal
Customers manage their company online: letters, amendments, renewals, liquidations, immigration services and value-added services such as bank account opening, health insurance, audit and postal services. They pay by card through payment links, by wire transfer or by direct deposit, keep ownership details current, and reach SRTIP through web messaging and WhatsApp, with NPS and CSAT surveys.
An agent portal with commission
Agents register and onboard, manage their own details and renewals, incorporate companies for their clients, apply for freelancer permits, request value-added services, and pay by card or wire transfer, with billing reports to match. Commission is calculated by agent tier, and tiers follow the number of services each agent requests.
Facilities, leasing and partners
Facility profiles, move-in and move-out requests, utility billing, facility letters and clearances sit alongside the full lease cycle: new leases, amendments, renewals, expansions, cancellations and terminations. Industrial offers, from ready-to-move-in facilities and warehouses to plots, are managed here too. Partners use their own portal to update service requests, track performance and reach the SRTIP team.
Bilingual marketing and insight
Marketing Cloud runs email, SMS, WhatsApp and push journeys in Arabic or English, following each contact’s preference, with content approvals and dynamic content rules. Advertising Studio adds advertising audiences to journeys, and Marketing Cloud Intelligence reports campaign performance, return on investment, channel attribution and budget pacing.
How delivery runs
Standard first, release by release.
Standard first
The design starts from standard Public Sector Solutions features such as action plans, document generation and e-signature, and adds bespoke work only where it returns clear value. Less custom code means less maintenance and less technical debt as the free zone grows.
Release by release
The programme runs in releases: the CRM, registration and licensing foundation, then post-registration services, the customer portal, the agent portal, facilities with the partner portal, and marketing. Each release moves through workshops, design and two-week build sprints, each ending in a demo.
Test and go live
Arcsen runs system testing, both teams run integration testing together, and SRTIP runs user acceptance testing with Arcsen’s support. Every release ends with go-live and hypercare.
Adoption
A change programme runs alongside the build: stakeholder interviews, a champions network, communications, train-the-trainer, end-user and administrator training, and adoption tracking after go-live. A joint steering committee sets direction.
The platform is live, and the next phases are under way. See our public sector practice, including Innovation City’s free zone platform.
Questions
About this engagement.
Can customers and agents apply online?
Yes. Customers request letters, amendments, renewals, liquidations, immigration services and value-added services in their portal and pay by card, wire transfer or direct deposit. Agents incorporate companies, apply for freelancer permits and request services for their clients through their own portal. SRTIP’s team works every request in Salesforce.
Can campaigns run in Arabic and English?
Yes. Email, SMS, WhatsApp and push content is built in both languages and sent in each contact’s preferred language, with dynamic content rules and approval workflows before anything goes out.
How are agent commissions calculated?
By tier. Each agent’s tier follows the number of services it requests, commission is calculated from that tier, and agents see their billing reports in the portal.
How is existing data brought across?
SRTIP prepares and cleanses its source data, and Arcsen loads it through staging, a quality assessment and a validation sandbox, master data before transactions. Partial data supports integration testing, and the full load is rehearsed in a full-copy sandbox before production.
Running a free zone or licensing authority?
Or see our public sector practice, or start with a free Salesforce health check.