Nawras and Microsoft ink deal

A highly integrated, state-of-the-art operations support solution, developed by Microsoft, will allow Oman’s newest mobile operator to offer outstanding customer service.

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By  Sarah Gain Published  May 18, 2005

Nawras, a newcomer to Oman’s mobile arena, is relying on Microsoft technology to provide outstanding service to its new customers. The mobile operator, which launched its commercial services in March, has deployed a range of Microsoft solutions, including Microsoft Customer Care Framework (CCF), which will enable Nawras to connect new customers and manage a range of new, compelling services. As a new player in the mobile market, Nawras required solutions that would help it to manage all the different aspects of high quality customer service. “From the start, Microsoft showed an understanding of our industry and the ability to provide a single, one-stop-shop solution that gives us complete management of our customer contact,” says Peter Rubeck, chief technical officer at Nawras. The framework is a highly integrated software solution designed specifically for telecom providers to help streamline their call centre operations. Microsoft Consulting Services, working with the company’s technology partner, Mahindra-British Telecom (MBT), deployed CCF at Nawras. The solution uses Microsoft .NET technology and web services architecture to unite the telecom service, customer-facing website, billing systems and other applications into a single system for Nawras’ customer service agents. This enables them to manage the various elements of the service they provide to their Mousbak (prepaid) customers through one interface. With CCF, customer service agents have a single desktop application through which they can administer all aspects of Nawras’ interaction with its users, from troubleshooting a technical problem to connecting a new mobile phone to the network. According to Rubeck, “This solution will allow us to provide the highest level of customer service and satisfaction to our valued customers, providing us with real advantage over others in the market.” Along with the CCF solution, Microsoft applications are running a number of other critical business systems for Nawras. The Nawras website, which includes customer self-help services, is based on the Content Management Server, and Microsoft’s technology partner, Vertscape, has developed a trouble-ticketing system that alerts the operators when users need a customer service agent to contact them for support. To enable Nawras’ retail partners to set up new users with their mobile service, a dealer activation system, which was also created by Vertscape and the Microsoft Retail Management System (MRMS), has been rolled out to retail outlets across the Sultanate. Customers simply fill in the necessary forms and hand them to the retailer, who scans them into a system that automatically captures the data and submits it to Nawras, activating the account. The mobile operator implemented seven different systems simultaneously, and was then able to roll them out in just five months, helping the company to go to market with its mobile services on schedule. “The level of support from Microsoft and its specialist Europe, Middle East and Africa (EMEA) telecoms team, and from the technology partners that collaborated on this project, will allow us to really drive our services to the customers without having to worry about our infrastructure solutions,” says Rubeck. Microsoft solutions are also powering Nawras’ internal systems. The Microsoft Office System provides employees with productivity and collaboration tools, while an employee intranet, based on the SharePoint Portal Server, enhances the efficiency of Nawras’ staff and the Operations Manager application helps the company’s IT staff manage and administer the company’s network.

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