Future Technology’s golden service ambition

Future Technology is talking up its service credentials at this year's GULFCOMMS, with the company launching two service based products to the market.

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By  Chris Jackson Published  September 9, 2007

Future Technology is talking up its service credentials at this year's GULFCOMMS, with the company launching two service based products to the market.

Operations manager Ibrahim Shahwan said the company - which is part of the Al Yousuf Group and has performed projects for major state based telecommunications companies and financial organizations - would launch an ‘online ticketing system'.

"We want to make life easy for customers, so any customer with a problem with the system can submit their issue online," he said.

"If the response is not dealt with in 24 hours it will go to the regional manager, and if it is not dealt with in 36 hours it will go to the managing director - but no problem is ever going to take 36 hours, because we are committing to a higher level of services."

As part of the service, a mobile technical team would also roam the city in a car to respond to ad-hoc issues from clients.

The company has also restructured its value programme for annual maintenance contracts, with service levels now available with platinum, gold or silver ratings.

And Future Technology was also committed to providing the most up-to-date technology hardware and software in addition to its commitment to higher service levels.

"Before, people were satisfied with a telephone that they were able to make calls with, now they want more applications from their telephone," Shahwan explained.

He pointed to the new Avaya one-X portal, which simultaneously delivers calls to both office extensions and mobile phones, as one such application. Other applications included conferencing features, accounting systems, and site specific functionality for areas such as hospitals, where patients records could be updated across an IP network.

"Managers are now admitting that if they are not updating their technology day-by-day, not year-by-year, when they come to updating their systems they have fallen a long way behind the competition," he said.

While the majority of the company's business is currently focused on the UAE and Qatar markets - the company has a 68% market share in Qatar - Future Technology would be looking to expand their operations into neighbouring Gulf countries in the coming year, Shahwan concluded.

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