Awal Net beefs up support

Awal Net, the Saudi internet service provider has successfully deployed Computer Associates’ (CA) Unicenter ServicePlus Service Desk to manage its ever-growing demand for managing customer requests.

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By  Maddy Reddy Published  July 18, 2004

Awal Net, the Saudi internet service provider (ISP) has successfully deployed Computer Associates’ (CA) Unicenter ServicePlus Service Desk to streamline requests from its expanding customer base. Following its merger with two other prominent internet Service Companies in 2002, Awal Net is now the largest bandwidth provider in the Kingdom — double that of its nearest competitor. The regional ISP operates a backbone network across the Kingdom, which is interconnected to Awal Net operation centre in Riyadh for cross-border Kingdom and international coverage. However, in order to maintain its lead in the highly competitive market, Awal Net needs to constantly enhance its customer service levels. “Many of our customers are first time Internet users and we also have a large number of corporate clients, so it is imperative for us to provide a comprehensive user support service. Unicenter ServicePlus Service Desk has provided us with all the features we were looking for such as notification, escalation, SLA management, web interface, knowledge tools and easy access,” explains Majed Ahmed Cadan, customer relation manager of Awal Net. Implemented by Premier Information Technology, a Computer Associates Middle East (CA-ME) enterprise partner in Saudi Arabia, the solution will enable Awal Net to manage support calls, to quickly resolve problems, and to share and leverage accumulated support knowledge. The CA software is based on a recording and workflow engine that maintains accountability for both system and business problems and resolutions. It also tracks and monitors service levels as well as managing valuable IT assets and infrastructure changes. “Before, our call center had no software to manage trouble tickets and change orders. This caused delays in trouble ticket escalation. Now, with the new solution deployed, we have achieved much higher customer satisfaction through improved support efficiency. Our support costs have also been significantly reduced because so many minor problems can be resolved automatically,” adds Cadan. Premier IT completed the implementation in three months. “CA’s Unicenter ServicePlus Service Desk has provided our customer with the ideal IT management tools to meet their business requirements. Our role is to provide our customers with the best mix of technologies and services to help them align their IT infrastructure with their strategic goals,” says Ashraf Maged, sales manager of Premier IT. CA claims ServicePlus Service Desk’s modular approach makes it easy for customers such as Awal Net to integrate with other Unicenter and third party solutions. Awal Net now plans to integrate its Service Desk with the company’s Customer Relationship Management (CRM) solution.

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