An important Middle East water and electricity authority serves more than 1.4 million people (or >39% of the population of the UAE) and is wholly-owned by the Abu Dhabi government. The authority formulates, develops and implements government policies related to the water and electricity industries, including the privatisation of these industries. In keeping with the needs of the population, the authority had to quickly enhance the delivery processes of customer services and automate repetitive processes, through a structured real-time communication engine.

A critical notification system had to be put in place to alert staff members for real-time rectification of system issues or service recovery. Waiting time at call centers also had to be significantly reduced to improve interaction experience with customers, as well as to reduce time and human resources needed (ultimately financial expense). For employees, the authority also aimed to automate specific HR processes e.g. sending mobile pay slips to staff, after salaries have been credited.

As EasiSMS is designed in modular functional blocks, it has the ability to function independently or co-function with different messaging processes like such as client communication, marketing campaigns, and system monitoring notifications. With its deployment , the authority observed that its customers were able to receive noticeably faster response from authority’s customer service department. The deployment of EasiSMS resulted in significant reduction of cost and waiting time for authority. Operationally, the HR team was also able automate the communication of HR visa renewal needs and other critical information. Feedback from staff included the observation of a better informed and connected team.