EMW gets smarter, getting A+ in service assessment

Only two companies in the Middle East got such Award, the other being Alghanim in Kuwait.

EMW, Middle East Headquarters in Dubai with offices in Abu Dhabi, has over 70% of the staff specialized and certified engineers with plans to grow in the year ahead, according to Serjios EL-Hage, VP of EMW, who started the UAE operations end of 2003.

“When we started we were the underdogs, competition used to expose our service support as outnumbered, overqualified and will not survive a price sensitive market, four years later EMW is still here more determined than ever before. This service assessment award serves as the proof of our support commitment to our customers”.

EL-Hage knows about managing such growth. He started this business working with just a fraction of the current staff occupying half the current office space and today oversees an enterprise that spans the whole emirates supporting high profile clientele of who is who in the Middle East.

Sectors like: Education, Finance, Hospitality, Media, Retail, Government, in addition, to Multinationals who EMW helped setup shop here. During the last four years, EMW has doubled in size each year.

”The company, dubbed the ‘smart convergence experts’ has put a lot of emphasis on this market as EMW – living up to its name – sees it as a strategically important location – not only to service the huge growth coming from the UAE, but also other areas in the Gulf,” he says.
One of the highlights of its calculated success is EMW’s customer first attitude in providing the best after sales support based on the industry standards.

Capturing the BOA, GSA schedule and achieving ISO certification still not enough, our goal here is to validate and consolidate all our engineering support functions into one Unified System, that can be accessed by our members of technical staff to monitor his or her successes one client at a time. This is the ultimo in customer service.

“We believe there are a lot of business opportunities here that can benefit from our expertise areas in Site Evaluation, Market Entry and Business Development that we have built up globally over the years. Our plan is to use this expertise – our Geneva team has an average of 25 years experience for example – to secure growth and meet the requirements of this region,” adds Mr. Peter Gollnow, GSG Managing Partner which operates out of Geneva Switzerland.

The company’s smart convergence tag comes from its early identification of the move to convergence of voice and data and the additional business solutions this can provide, especially call and contact center solutions. EMW was among the adopters of VOIP back in 1996 and since then, leveraging technologies from vendor partners that include Avaya, Cisco, Foundry, Juniper and Trapeze.

This year alone, EMW clients had been featured on three front cover issues: Showtime, Burj Al-Arab and Jumeirah Group and ACN rated the company among Topmost Enterprise Technology Firms to watch. EMW also received Juniper’s best Partner System Engineer MEA award and list goes on.

Going forward, EL-Hage is looking for the Dubai and Abu Dhabi offices to expand beyond the current boarders into other Gulf States.

“Clients across the region and the world want to work with us because we have the skill-set to provide secure and reliable services today. We have the disciplines and skills to resolve complex issues that keep our clients’ business operational without impacting the bottom line,” says EL-Hage.