Nawras deploys Microsoft Customer Care Framework to deliver mobile services to Oman

The mobile operator, which launched its commercial services on March 16th, 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 us to manage all the different aspects of providing an excellent service to our customers. 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," said Peter Rubeck, chief technical officer at Nawras.

The Microsoft Customer Care Framework is a highly integrated software solution designed specifically for telecom providers to help streamline their call center operations. CCF was deployed at Nawras by Microsoft Consulting Services, working with Microsoft technology partner Mahindra-British Telecom (MBT). The solution uses Microsoft .NET technology and Web services architecture to unite the telecom service, customer service Web site, billing systems and other applications into a single system for Nawras' customer service agents, enabling them to manage the various elements of the service they provide to their Nawras Mousbak (prepaid) customers through one interface.

"With CCF, our customer service champions have a single desktop application through which they can administer all aspects of our interaction with our users, from troubleshooting a technical problem to connecting a new mobile phone to the network," Rubeck said. "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 Web site, which includes customer self-help services, is based on Microsoft Content Management Server, and Microsoft technology partner Vertscape Inc. has developed a trouble-ticketing system that alerts Nawras 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 using Microsoft .NET technology and the Microsoft Retail Management System (MRMS), has been rolled out to retail outlets across the sultanate. The customer simply fills in the necessary forms and hands them to the retailer, who scans them into a system that automatically captures the data and submits it to Nawras, which then activates the account.

"Microsoft's solution was also very quick to deploy. We implemented seven different systems simultaneously, and we were able to roll them out in just five months, helping us go to market with our mobile services on schedule," Rubeck said. "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."

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 Microsoft SharePoint Portal Server, enhances the efficiency of Nawras' staff. Microsoft Operations Manager helps the company's IT staff manage and administer the company's network.

"This project demonstrates the scope of both Microsoft's technologies and of our technology partner network. Microsoft, along with its industry partners, was able to create a highly flexible, completely customized solution that consolidates existing infrastructure at Nawras, while giving the company the flexibility it requires for future expansion," said Michael O'Hara, general manager for the service provider business in the Communications Sector at Microsoft Corp. "We are very proud of our CCF deployment at Nawras, and we look forward to building our relationship with Nawras as it grows its business."