Customer Portfolio | Case Studies
Value Added IT Services

Company Name: Dubai Municipality

Synopsis:
Dubai Municipality, established in 1954, is the municipal body with jurisdiction over city services and the upkeep of facilities in the Emirate of Dubai, UAE. DM was looking for a single service provider who could provide IT support to their head office having approx. 2000 users and also support 110 remote locations across different emirates within UAE. 

 

Solution Provided:
Seven Seas provided Dubai Municipality an end to end Managed Services solution by outsourcing DM’s service desk, field support including vendor management. The team structure was created to address the densely populated user base with a centralized and with lesser populated location, the service management was decentralized. Lot of care was taken to ensure service levels are not compromised and operational efficiency of the IT is maintained too. We managed to decrease the service calls by 40% and have a record of meeting the SLA by 98%. Our engineers have on numerous occasions got different accolades from Dubai Municipality for doing a good job.

 

Customer Testimonial:
Before taking up the contract, Seven Seas was well made aware of the most difficult and stringent situations and users besides the challenge of number of users and the demography. Seven Seas evaluated all such parameters and came out with the approach document addressing all these aspects. To our surprise, they improvised on the response mechanism and also helped us lower the calls by introducing remote management tools. It was a fair decision made to bring in Seven Seas.

 

Company Name: Arab Bank

Synopsis:
Arab Bank is one of the largest financial institutions in the Middle East. Established in Palestine in 1930 as a small bank, it has evolved into a group with the largest worldwide Arab network with over 500 branches in 30 countries. Arab Bank was looking for a single service provider who could provide IT support to their head office and also support 8 branches located across different emirates within UAE having more than 600 users.

 

Solution Provided:
Seven Seas provided Arab Bank Managed Services solution by outsourcing their field support including vendor management. Arab Bank had consolidated their IT support for across the branches, hence had the need to address all user /network /server related problems in the field. Seven Seas took up the take creating two teams and further enhanced their existing call logging process. We managed to decrease the service calls by 18% and have a record of meeting the SLA by 95%. Our engineers have been appreciated for their proactive approach and troubleshooting abilities.

 

Customer Testimonial:
We had a challenge on language support besides the end user support where diverse cultures from Middle East were employed. Seven Seas brought in  a team of Arabic speaking resources who could address more than half the situation. Moreover, the resources engaged were capable enough technically and also with the IT service management. This helped us reap the results in a different manner altogether where the user satisfaction level on IT support went up significantly. All thanks to Seven Seas support team.

 

Company Name: Al Fardan Exchange

Synopsis:
Al Fardan Exchange is one of the oldest and leading names in the UAE remittance market and a pioneer in the industry of UAE money exchange business. Al Fardan Exchange is into the remittance market since more than 37 years. Al Fardan Group is also managing many other businesses like Real Estate, High Class Jewellery, Financial Services and Trading under its one umbrella. They were looking for a reliable service provider who could manage their highly critical data center comprising of latest technology equipment’s and could ensure 98% up time. They had the main data center and a need for DR setup for their Oracle /Linux based application for users based in more than 45 locations across UAE.

 

Solution Provided:
We designed the Disaster Recovery solution and also helped them host the same at their DR location. The setup was done with replication and failover mechanisms. Besides, we provided them with a comprehensive Annual Maintenance Contract with 24x7x4 SLA to ensure business continuity at all times. Seven Seas has proactively monitored malfunction incidences and taken preventive measures to avoid any business downtime. Seven Seas is maintaining the same environment for last 5 years with ZERO down time.

 

Customer Testimonial:
We have been dealing with Seven Seas since more than 7 years on Products and Services. Since, last 5 years we extended our services to Seven Seas via the contracts and have been able to devote time on other IT and development projects. Seven Seas have played a consultative role all these years and have further helped us introduce various technologies and trends catering to the financial sector. The engineering strength and support management is worth mentioning.

 

Company Name: Abu Dhabi Company for Onshore Oil Operations

Synopsis:
The Abu Dhabi Company for Onshore Oil Operations (ADCO) operates onshore and in shallow coastal water of the Emirate of Abu Dhabi, one of the seven members of the United Arab Emirates which was established on 2nd December 1971. They were looking for a reliable service provider to relocate their highly critical data center comprising of 200+ servers and 45 racks to be relocated from their current location to the new setup and to further reconfigure the affected equipment with the new network and domain environment. The activity was performed over one weekend without any physical damage, no disruption and completion well within permissible downtime available. 

 

Solution Provided:
Seven Seas engaged 5 teams comprising of 30 resources involved in logistics and engineering service during the relocation. The teams were led by senior engineers and a project manager. The entire decommissioning and transport of the data center equipment was done on one day of the weekend and re-commissioning of the data center was done by the teams on the second day of the weekend. The whole project was carried out smoothly over one weekend without any disruption and won appreciation from ADCO. 

 

Customer Testimonial:
Seven Seas delivered what they had committed in their discussions, design proposal and agreement. Relocating such a large IT infrastructure and reconfiguring it without error is commendable of their engineering capabilities. Job well performed with full marks.

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