1.1.20.8.United Technologies Corp. (UTC) eCAR Application
eCAR is a workflow system that enables users to submit Capital Appropriation Requests into a workflow cycle to be approved. UTC MeCAR is concerned with integrating the currently working eCAR application with the users' BlackBerry devices, by synchronizing a special list of Pending eCARs on their devices, with that on eCAR application server, so they can review their pending eCARs and can take action on them. Usually eCAR users use their BlackBerry devices, outside UTC corporate network, to manage their work and take actions on pending workflow items in many business cases.
eCAR application can be integrated with other projects that also use BlackBerry devices to use shared modules and/or shared users' list/table and it can be extended to support other types of mobile devices.
BlackBerry WebWorks and SQLite technologies were recommended by Research In Motion (RIM), to implement the MeCAR BlackBerry application part, as the two technologies are considered promising technologies regarding BlackBerry devices. In addition to that, the Push Message methodology is used in MeCAR to synchronize the devices data store for each user, depending on BlackBerry servers and infrastructure offered by RIM.
 
Figure 29: United Technologies Corp. (UTC) eCAR Application
1.1.20.9.Dubai eGov mPay
ITWorx developed mPay which is DEG’s mobile payment platform designed to allow electronic recharge of Salik accounts. The new payment scheme has been part of an ongoing program to increase online adoption of government services and improve customer satisfaction.
The mPay service has been specifically designed to provide a quick and easy means to settle government fees for people who are always on the move. Registration for the mPay service is free and clients just have to sign up on mPay's web portal once.
After completing the required entry fields, the user receives an activation code to his/her email address, only after his/her profile has been validated (i.e. general user information, payment information, e-service account number). The activation code is then sent via SMS to 4488 using the user's registered mobile phone number. After this process, a PIN is sent via SMS to the user, which is used for all mPay transactions.
Transactions start when the customer triggers a new transaction using mobile interface with mDubai (eg. SMS, USSD). mPay then identifies and validates the customer’s request, retrieves customer payment details, requests a transaction reference from Service Provider (eg. Salik), and finally performs payment transaction on behalf of Customer & Service Provider.
Through DEG ePay application, processing is done exactly as with transactions coming through “Kiosk/IVR” channels. mPay will then initiate the transaction in the name of the Service Provider, and notify any payment failure scenarios back with the customer.
Figure 30: Dubai eGov mPay 1
Figure 31: Dubai eGov mPay 2
1.1.21.ITWORX Success Stories in CRM and SharePoint
The following tables provides more information about projects implemented by ITWORX.
Table 13: CRM - Success Stories
Customer/ Project Name
|
Project Overview
|
Technologies Used
|
United Development Company (UDC)
Customer Relationship Management (CRM)
|
ITWORX CRM solution will enable UDC to manage and track all customer-facing activities, identify trends, provide personalized service with access to real-time and useful data, use shared repositories to provide a comprehensive history of UDC customers—from initial contact through all subsequent interactions—and make it available throughout UDC channels and benefit from advanced security that helps protect client data.
ITWORX supported UDC in providing unified solutions such as: “CRM Platform” to act as a framework for communication, “Marketing Campaigns and Analysis” to support UDC Marketing department, and a “Unified Portal” for services’ reservations of the following subsidiaries; Hospitality Development Company (HDC), United Fashion Company (UFC) and Ronautica Middle East (RME).
ITWORX project also included specialized solutions that provides customer-centric experience throughout some of UDC subsidiaries:
Madinanova: The Pearl-Qatar Central Authority Directorate (TCAD) and The Pearl Owner Corporation (TPOC): Property Records Management (for all Pearl apartments, villas and stores), License/Permits/Access Request Management, Investors and Residents Management, Front-Desk and Call Center Management (Integrated with Cisco Telephony and Lync)
Hospitality Development Company (HDC): Contacts Management, Customers recognition “360 View”, Complaints Management, Service Reservation (Table, Event, etc…) in addition to internal business processes automation (Catering Reservation and Order Processing)
Ronautica Middle East (RME): Product Catalog Management (including boats location management), Customers Profiling, Service Management (including scheduling and queuing of service requests), Contracts Management, Order (Purchases) and Trips (Rentals) Reservations, and Accounting/Invoices Management
|
Dynamics CRM, SharePoint 2013 and BitTalk 2010. Leveraging ITWORX QLess for Reservation System
|
Reliance Door to Door (D2D) CRM Application
|
D2D is a sales process carried out by sales agents who visit potential customers at their homes to sell Reliance products. The process starts when a customer is interested to purchase a product/service. A phone call then takes place in which a Reliance Customer Service Representative (CSR) checks with the customer the best time for installation. The CSR books an installation appointment and enters post-installation information on the CRM application where an audit workflow takes place. The automation of the D2D process using CRM features allows Reliance to better monitor the process and the performance of their partners, and provides Reliance’s partners with options to better manage their sales accounts
|
Microsoft Dynamics CRM 2011
|
Table 14: Other Success Stories
Customer/ Project Name
|
Project Overview
|
Technologies Used
|
Dubai Events and Promotion Establishment (DEPE) Promotion/Advertisement Permit Online System
|
Developing a new Promotion/Advertisement Permits Online module as an extended part of the existing DEPE licensing system. The new system aims in providing high retailer services to the permit requestor (retailers, shops, malls, centers, distributors, brands, etc…) to register online, check available promotions, request Promotion/Advertisement permits, as well as issue licenses. After being automatically processed, inspected and approved, permit requestors will be able to pay their permits fees online. The system also allows DEPE compliance team to design and manage questionnaires to help DEPE auditors review and determine the Promotion/Advertisement applicants’ compliance status. In addition, the system provides useful transactional reports to DEPE administrators which helps them integrate with their existing systems through Oracle database.
|
SharePoint 2010, ASP.Net 4.0, Oracle 11g and Microsoft SQL Server 2008 R2 (Database & Reporting Services) technologies.
|
Etihad Airways Cargo Intranet & Internet Portals
|
Revamping the current Etihad Cargo Portal to a user-friendly internet portal. The project runs on two (2) phases; where Phase One (1) includes enhancing the Public Portal existing functionalities and introducing new ones while automating workflows and forms, in addition to integrating the Portal with the Airline Backend System. Phase Two (2) includes developing the Intranet Portal to enhance employees’ collaboration and automate internal business processes through workflows, dashboards, and reports on organizational KPIs while integrating it with the Internet Portal.
|
ITWORX Citizen Engagement Portal (ITWORX CEP) and SharePoint 2010
|
Etihad Airways Contact Centers Sites Development
|
Development of Etihad Contact Centers as Phase 1 on the existing Intranet for Etihad Airways, Abu Dhabi. ITWORX developed four sites for four Contact Centers and one site for corporate level. Each site will have two dashboards for performance and revenue for the named centers. In addition, the sites provide information including news, announcements, and top Achievers component for empowering competency between centers’ staff
|
SharePoint 2010, Microsoft BI
|
Etihad Airways Cargo Loyalty Program (CargoConnect)
|
Developing CargoConnect Loyalty program platform which is a free mileage earning program that rewards companies for every booking made. CargoConnect program enables Small and Medium-sized Enterprises (SMEs) of global cargo business to do their enrollment processes on Etihad public portal and become eligible to a range of benefits. Benefits include earning Etihad Guest Miles and redeeming them for flights, upgrades or a choice of over 6000 products from Etihad Guest Rewards Shop. The solution also supports administrators to track the enrollment requests submitted through the portal
|
SharePoint 2010, Lync, and K2
|
Egypt
Cairo
Nasr City 11771,
Free Zone, Area 7B, Block J
Cairo, Egypt
Tel +20 2 2673 6111
Fax +20 2 2673 6188
Alexandria
ITWORX
3 Bahaa El Din Ghatwary St.
Lotus Business Centre, Semouha
Alexandria, Egypt
Tel +203.4266.774
Fax +203.4266.775
Saudi Arabia
Riyadh
Sulaimaniya Center, West Building
Office #1115, P.O.Box 26627
Riyadh 11496, Saudi Arabia
Tel +9661 2886 558
Fax +9661 2886 558
United Arab Emirates
Dubai
Dubai Internet City
Building 17, Office 256 & 257
P.O BOX 500814
Dubai, United Arab Emirates
Tel +9714 4370 833
Fax +9714 4370 832
|
USA
Connecticut
406 Farmington Avenue
Farmington, CT 06032
Tel +1 860 676 7878
Fax +1 860 760 6385
ITWORX Europe Limited
London
11 Pilgrim Street, Second Floor
EC4V 6RN, London
Fax +44 (0)20 7632 1638
Global Representatives
Switzerland
Hunenberg
ITWORX DACH GmbH
Sonneggstr. 61
CH-8006, Zurich, Switzerland
Tel +41 44 251 1502
Business Partner - NewFrontiers
Kuwait
Mazaya Tower #2, 1st Floor, B-1-Khalid Bin Al-Waleed St.
P.O.Box 21890 Safat, 13079 Kuwait
Tel +965 22282502
Fax +965 22282503
|
www.ITWORX.com
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