The Arab Contractors
El Rashedeen
Coca Cola
Miraco Carrier
P&G

The Arab Contractors Capitalize on Raya Connectivity

Egypt’s and the Middle East’s leading construction company, The Arab Contractors, currently derives enormous benefit from Raya’s Virtual Private Network (VPN) and Internet solution. It has been enhancing overall performance and the regular workflow over its Intranet by connecting a large-scale number of branches with the headquarter through Raya’s highly redundant and scalable public data network infrastructure. Applying multi protocol label switching (MPLS) technology, the network enables advanced features that combined with the latest reach technology (G.shDSL) provide an enhanced and efficient connectivity solution. The VPN’s advanced features further support the automation system for applications designed for functions such as warehouses and finance.

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El Rashedeen Branches Connected Across Egypt

El Rashedeen company, the major distributor of Gillette products in Egypt contracted Raya Telecom to connect its 7 branches across Egypt with Virtual Private Network ( VPN) and Internet access services. The new connectivity and communication services allow for direct & on time information flow between the head office in Cairo and the branches for stock level and sales volume monitoring. This in turn, supports both sales activities and top management decision making.

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Coca Cola

Raya Handles Coca-Cola’s Customer Care

Coca-Cola Egypt – the global beverage giant’s local operation -- needed a call center to increase its efficiency and deliver an enhanced customer service. Raya managed to deliver the solution on budget and deadline -- a new customer care center operation that provides Coca-cola with everything from Order Taking to Complaints forwarding and follow up, Service requests handling, General/Product Information, and Campaign Management. With its new care center, Coca-cola also gathers the vital information needed for analytical data mining and decision-making, helping the company solidify and expand its business.

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Miraco Carrier

“Establishing a direct and unified communication channel with our customers is vital for our success, and a professional call center is the best way for reaching our large number of customers,” declares the managing director of Miraco Carrier, the Egyptian and worldwide leading manufacturer and exporter of air conditioners.
“Raya Contact Center has proven very successful in establishing a unified communication channel that is scalable and flexible to accommodate our needs. The operations of Ciranet call center increased our marketing ROI and enhanced our internal operation control providing online feedback on our relationship with customers.”
Since mid April 2002, Raya Contact Center started providing Miraco Carrier, with call center outsourcing services for marketing, sales and after-sales activities. Customers used to have 4 different channels to communicate with Miraco Carrier; sales, after sales, management and customer satisfaction departments. The Call center project unified the communication channels through a five digit contact number 19111, where sales, service and complaint calls are to be answered within 30 seconds, even in peak times.
Miraco Carrier required a state-of the-art, scalable call center, operating 12 hours a day and for extended hours during peak seasons and marketing campaigns. The call center needed to address Miraco Carrier’s customer satisfaction through analysis of direct feedback on the activities of the company.
Establishing its own call center, would have cost Miraco Carrier a huge initial investment, took a long time to setup, in addition to all the administration and maintenance hassles. In addition, there would have been a high human resources cost, due to the seasonality of Miraco Carrier’s product that requires over-staffing during peak times.
Raya Contact Center’s solution offered minor initial investment, rapid set setup, optimized staffing & scheduling and state-of-the-art technology tailored to the customer’s needs, enabling Miraco Carrier to focus on its core competencies, manufacturing world class air conditioners.
Raya Contact Center is using Siebel CRM to manage the thousands of contacts and activities of the sales and after sales departments integrating available customer information and interactions history in order to facilitate more effective planning, exceeding customer expectations and creating customer loyalty.

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P&G
Connects with Customers…

Having built a prospective customer base of new mothers, Procter & Gamble Egypt hired Raya Contact Center to provide the data profiling, validation and market research it needed to promote the Pampers brand around Egypt. By providing accurate, up-to-date and comprehensive customer information, as well as unrivalled tele-services, Raya has helped P&G Egypt gain better insight into its prospective customer base and spread brand awareness.

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