Wateen Telecom Outsources its IT Service Desk to Inbox

Inbox Business Technologies-the first IT Systems provider in Pakistan to have its own 24x7 Customer Contact Center and support network across the country – signed an Outsourcing Agreement with Wateen Telecom (Pvt.) Ltd. 

Wateen Telecom is the Abu Dhabi Group's latest venture in Pakistan. It is the largest communication company in the private sector with the aim to move forward the country into a digital revolution, by enabling smarter, faster, cost-effective, flexible and seamless communication. In order to keep Wateen personnel well-equipped and connected at all times, Inbox Business Technologies is providing them round-the-clock support and services. Besides Metropolitan cities like Karachi, Lahore, Islamabad; Inbox has also deployed dedicated resident engineers at various exigent localities of Pakistan like Sargodha, Gujrat, Bahawalpur, DG Khan, etc, in order to provide the most extensive systems support coverage to Wateen.To date, 43 dedicated engineers have been deployed at 16 cities and 25 locations. 

Inbox Contact Center is mandated to provide technical support and field services to Wateen personnel by enabling them to log their problem statements, and entertain their support requests  from all across Pakistan. 

Inbox carried out a comprehensive study of Wateen’s business  environment  and tried to access the need for support engineers as a ratio of business users. Based on this ratio, support engineers have been deployed at Wateen. 

Inbox further helped Wateen by reducing redundant headcounts like supervisors, call agents, etc. Inbox also reduced the need for dedicated staff especially at remote locations. Other administrative overheads were also reduced.  

Previously, ’Trouble Ticketing System’ at Wateen was ad hoc with sub-optimal standards. The administrators had a hard time keeping track of complaint logs and resolution turnaround time. Inbox not only automated the entire ticketing system, but also offered Microsoft CRM with no additional cost as value-add to Wateen. This also enabled better, more detailed reporting for more informed decision-making. Inbox ensures that the response time is quick and the solution is delivered in the quickest possible time. The support covers any queries made by Wateen end-users for emails, internet availability on client side, end-users business productivity tools; hardware support for driver updates, configuration of devices & peripherals, initial diagnosis; support on system administration issues; and day-to-day handling of multimedia, printing & video conferencing equipment as well as support for mobile services.