How We Do It - AWAre™ the key to Knowledge Management 

AWA's ability to provide cost effective, efficient service to its customers is driven by its own use of technology. We describe that system as a whole as "AWAre" and it has been developed over a long period and is supported in-house by our own IT team. We are not dependent on third party support to respond to customers needs.

We are also conscious that knowing what is happening is as valuable as the actual activity.

The AWAre Strategic Service Management System provides :

• The ability to support multiple forms of B2B or EDI links with customers. Over 80% of our calls are received electronically
  
  
• Complete real time transparency so that the customer has direct access to the same operational call information that we see, complete with SLA performance and escalation management
  
  
• Flexible and accurate customer reporting on whatever service parameters are important to them
  
  
• Intergrated Service Management and Logistics that match each call against specific customers contractual terms to provide automatic escalation and reporting.
  
  
• WebAWAre which gives online access to agents and other service partners.
  
  
• Pocket-AWAre which drives our field force mobile technology.
  
  
• "ERNIE" - a comprehensive extranet knowledge base which encapsulates process and technical information.
  
  
• Finance and billing which complete the picture of a fully intergrated enterprise system.

AWAre is backed up by a robust Continuity of Operations Plan including remote disaster recovery facilities.