Emitac Mobile Solutions
Content
30th September, 2010
Emitac Mobile Solutions implements Customer Relationship Management (CRM) Solution from Metadata Technologies
THE COMPANY Since 2006, Emitac Mobile Solutions LLC (EMS) has been a leader in the delivery, implementation and support of BlackBerry® solutions in the Middle East. Based in Dubai with presence throughout the region, EMS is a wholly owned subsidiary of the Emitac Group, a pioneer in Information Technology formed in the Middle East nearly 40 years ago. EMS is the Strategic Channel Partner of Research In Motion (RIM), the company behind the popular BlackBerry handheld devices, hardware and software solutions. As a leading solutions and service provider, EMS follows in the footsteps of the Emitac Group, providing high-end business solutions through strategic global partnerships and affiliations with such giants as HP, Philips, Microsoft and Oracle. Currently, EMS focuses on government agencies and institutions, businesses, consumers and mobile operators in the Middle East and South Asia. THE CHALLENGE With the increasing number of users for Blackberry in the Middle East, Emitac Mobile Solutions required to have a centralized support system which could be accessed throughout the region. To able to handle support tasks with an increased efficiency, they required to have a support system to maintain an extensive reporting and ticket management process. With an extensive network of partners across the region, they were required to be able to associate and track e-mail responses from various partners automatically. It was required for their partners to create tickets from online portals to avoid having to invest in too many user licenses. To enable their support staff to respond to, and resolve customer requests efficiently they required to build and maintain an online Knowledge Base.
Organization Profile Emitac Mobile Solutions LLC (EMS) is a wholly owned subsidiary of Emitac Group, Research in Motion (RIM)’s first strategic channel partner, and the GCC’s regional distributor for the Blackberry®. Serving corporate and retail markets across the MENA region, EMS supports leading mobile operators. Business Situation Emitac Mobile Solutions required a centralized Customer Service Management Portal to increase its customer service efficiency as users of the Blackberry service rapidly increased.
Solution An extensively customized Customer Service Management system accessible to partners throughout the region with CRM from Metadata Technologies
30th September, 2010
They also required to record and manage their Service Level Agreements (SLA) and hence respond to tickets created by partners in a timely fashion. THE SOLUTION Emitac Mobile Solutions chose to implement an extensively customized Customer Relationship Management Solution from Metadata Technologies. The features the system includes are: IT Helpdesk Account & Contact Management Knowledge Management SLA Management SMS Integration Customer Portal Reports & Query Management Dashboards & Gadgets and, Customer Survey Module THE BENEFITS Having a centralized system which can be accessed by users throughout the region has enabled a better communication and support system for Emitac Mobile Solutions. Partners can login into the portal and create and view his/her respective tickets. This ticket can associated to an SLA and assigned to an agent and escalated according to pre-defined escalation rules, hence enabling quicker response by agents. Support staff can access Knowledge Base for resolving tickets and share and publish articles, this has helped in an all-round improvement of customer support services. Using this system, multiple SLA’s can now be maintained on different products and services, for different time zones and working days. The customer survey module helps the Customer Support staff to receive feedback from customers in a timely, organized and recordable manner.
Benefits - An improved and efficient communication and support system throughout the region. - Managing and responding to issues and queries from partners has become easier by using a system to maintain SLA’s - Setting up a Knowledge Base allows for support staff to share knowledge and solve issues faster. Hence, Emitac Mobile Solutions has been able to increase overall Customer Satisfaction.
30th September, 2010
About Metadata Technologies: Established in 2002, METADATA Technologies has matured as a Customer Relationship Management (CRM) company having rich experience and knowledge in this domain since 10 years. METADATA Technologies is now the regional leader in providing CRM Solutions. We specifically assist customers with CRM implementations in terms of software, consultancy services and best practice implementation, as well as provide training and conduct CRM audits to enable our customers to become more customer-centric and achieve significant business benefits. Its proven implementation methodology has ensured successful implementations and rapid ROI for our customers giving them the competitive edge over other companies in the market.
Metadata Technologies can not only provide its expertise in terms of consultancy and best practice implementation in the local region but also extends its services to companies in the offshore market and aims to expand its horizons throughout the world.
METADATA Technologies FZ Technologies –LLC METADATA FZ –LLC
Tel: +971 4 391 0710 Tel: +971 4 391 0710 Fax: +971 4 391 8878 Fax: +971 4 391 8878 www.metadatacorp.com www.metadatacorp.com DIC Bldg. 2 Level 1 DIC Bldg. 2 Level 1 P.O Box 500219, Dubai U.A.E P.O Box 500219, Dubai U.A.E
Emitac Mobile Solutions implements Customer Relationship Management (CRM) Solution from Metadata Technologies
THE COMPANY Since 2006, Emitac Mobile Solutions LLC (EMS) has been a leader in the delivery, implementation and support of BlackBerry® solutions in the Middle East. Based in Dubai with presence throughout the region, EMS is a wholly owned subsidiary of the Emitac Group, a pioneer in Information Technology formed in the Middle East nearly 40 years ago. EMS is the Strategic Channel Partner of Research In Motion (RIM), the company behind the popular BlackBerry handheld devices, hardware and software solutions. As a leading solutions and service provider, EMS follows in the footsteps of the Emitac Group, providing high-end business solutions through strategic global partnerships and affiliations with such giants as HP, Philips, Microsoft and Oracle. Currently, EMS focuses on government agencies and institutions, businesses, consumers and mobile operators in the Middle East and South Asia. THE CHALLENGE With the increasing number of users for Blackberry in the Middle East, Emitac Mobile Solutions required to have a centralized support system which could be accessed throughout the region. To able to handle support tasks with an increased efficiency, they required to have a support system to maintain an extensive reporting and ticket management process. With an extensive network of partners across the region, they were required to be able to associate and track e-mail responses from various partners automatically. It was required for their partners to create tickets from online portals to avoid having to invest in too many user licenses. To enable their support staff to respond to, and resolve customer requests efficiently they required to build and maintain an online Knowledge Base.
Organization Profile Emitac Mobile Solutions LLC (EMS) is a wholly owned subsidiary of Emitac Group, Research in Motion (RIM)’s first strategic channel partner, and the GCC’s regional distributor for the Blackberry®. Serving corporate and retail markets across the MENA region, EMS supports leading mobile operators. Business Situation Emitac Mobile Solutions required a centralized Customer Service Management Portal to increase its customer service efficiency as users of the Blackberry service rapidly increased.
Solution An extensively customized Customer Service Management system accessible to partners throughout the region with CRM from Metadata Technologies
30th September, 2010
They also required to record and manage their Service Level Agreements (SLA) and hence respond to tickets created by partners in a timely fashion. THE SOLUTION Emitac Mobile Solutions chose to implement an extensively customized Customer Relationship Management Solution from Metadata Technologies. The features the system includes are: IT Helpdesk Account & Contact Management Knowledge Management SLA Management SMS Integration Customer Portal Reports & Query Management Dashboards & Gadgets and, Customer Survey Module THE BENEFITS Having a centralized system which can be accessed by users throughout the region has enabled a better communication and support system for Emitac Mobile Solutions. Partners can login into the portal and create and view his/her respective tickets. This ticket can associated to an SLA and assigned to an agent and escalated according to pre-defined escalation rules, hence enabling quicker response by agents. Support staff can access Knowledge Base for resolving tickets and share and publish articles, this has helped in an all-round improvement of customer support services. Using this system, multiple SLA’s can now be maintained on different products and services, for different time zones and working days. The customer survey module helps the Customer Support staff to receive feedback from customers in a timely, organized and recordable manner.
Benefits - An improved and efficient communication and support system throughout the region. - Managing and responding to issues and queries from partners has become easier by using a system to maintain SLA’s - Setting up a Knowledge Base allows for support staff to share knowledge and solve issues faster. Hence, Emitac Mobile Solutions has been able to increase overall Customer Satisfaction.
30th September, 2010
About Metadata Technologies: Established in 2002, METADATA Technologies has matured as a Customer Relationship Management (CRM) company having rich experience and knowledge in this domain since 10 years. METADATA Technologies is now the regional leader in providing CRM Solutions. We specifically assist customers with CRM implementations in terms of software, consultancy services and best practice implementation, as well as provide training and conduct CRM audits to enable our customers to become more customer-centric and achieve significant business benefits. Its proven implementation methodology has ensured successful implementations and rapid ROI for our customers giving them the competitive edge over other companies in the market.
Metadata Technologies can not only provide its expertise in terms of consultancy and best practice implementation in the local region but also extends its services to companies in the offshore market and aims to expand its horizons throughout the world.
METADATA Technologies FZ Technologies –LLC METADATA FZ –LLC
Tel: +971 4 391 0710 Tel: +971 4 391 0710 Fax: +971 4 391 8878 Fax: +971 4 391 8878 www.metadatacorp.com www.metadatacorp.com DIC Bldg. 2 Level 1 DIC Bldg. 2 Level 1 P.O Box 500219, Dubai U.A.E P.O Box 500219, Dubai U.A.E
