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The AWAre System
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 and is supported in-house by our own IT team over a long period.. We are not dependent on third party support to respond to customers needs.
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.
- Integrated Service management and logistics that match each call against specific customers contractual terms to provide automatic escalation and reporting.
- Web-AWAre which gives on line 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 integrated enterprise system.
AWAre is backed up by a robust Continuity of Operations Plan including remote disaster recovery facilities.
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