Nawras network professionals put customers first as always

Nawras, the Sultanate’s customer friendly communications provider, has experienced so many examples of total dedication to customer service during the recent events. Across the different departments in the company, many poignant stories tell of employees putting customers first and going out of their way to help wherever possible in so many different ways.

One such example was Nawras Network Roll Out Manager, Nasser Al-Riyami, who burst into the makeshift operations room at the company’s Network Operations Centre (NOC) on the morning following the cyclone, to proudly announce some good news. He confirmed that the generator has been successfully protected and the actual building itself was secure too and gave details of various other pieces of important company equipment that were functioning safely and efficiently. Having updated the crisis management team on all the areas that were helping customers, he belatedly mentioned a brief footnote that his own house had been flooded, before selflessly continuing to get on with his work.

The caring nature of so many Nawras people has been evident throughout these difficult days. Despite being torn between work commitments and their own family situations, employees have put customers first, in the same way they have done ever since Nawras was launched. Some of those at the Nawras Network Operations Centre, stayed at the technology hub right throughout the cyclone itself, barely sleeping, to maintain the focus on customer service even though they were still waiting for news about the safety of their own families.

Some employees were isolated for days in Al Amerat but as soon as travel was possible they headed for the NOC building, still smiling! They were able to communicate vital information about Nawras base sites that had suffered damage, assisting engineers in their repair work for this badly affected area.

Others remained at the NOC building right through the worst of the storm, to monitor equipment and do whatever they could to keep communication going for the vast majority of Nawras customers. They worked extremely long hours, with no days off and showed great commitment even though a number of them also lost their own homes in the flooded areas.

The fact that service continued to be available throughout the recent severe weather conditions for the majority of the more than 700,000 Nawras customers, is due in no small measure to the extraordinary performance of dedicated people throughout the company, not least those operating from the Network Operations Centre. Their bravery and professionalism, together with the robust way the Nawras Network has been constructed (in contrast to many other networks around the world), has delivered continuity for Nawras customers, even under the most extreme conditions. Nawras has always believed it is so important to never compromise on quality and this strategy has been proved right.

Nawras Chief Operations Officer, Khalid Al-Mahmoud, explained why Nawras has managed to keep service running for so many of its customers. “As soon as we were aware of the impending storm, we assumed the worst scenario and made our preparations accordingly. We engaged our suppliers who were extremely supportive and our advanced emergency plans and contingency strategy kicked in immediately, softening the impact on the Nawras Network. The speed of our recovery work has been incredible and our world-class network is very nearly back to normal high standards.”

As the final repairs are carried out on the remaining few inoperable base stations, plans have already been discussed and laid down for the weeks ahead and beyond. Nawras with its world-class network operated by professional, dedicated people is staying focused on providing great value, pleasingly different service and excellent quality, today, tomorrow and always.

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