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October 14, 2024

Qatar Charity shrinks IT maintenance costs by 40% and increases its call center efficiency thanks to Copilot AI and Netways

Qatar Charity, a renowned non-profit organization dedicated to humanitarian efforts worldwide, faced significant challenges with inefficient call center operations and fragmented data management systems.

In response, Qatar Charity used INNOV8 for Copilot Studio from Netways to implement a solution that leverages Microsoft Azure, Dynamics 365, and AI. This integration streamlined its communication channels, optimized data handling, and introduced advanced analytical capabilities.

As a result, Qatar Charity significantly reduced its average handle time by 30 percent, increased customer satisfaction by 25 percent, and achieved a 40 percent reduction in IT maintenance costs, markedly enhancing its operational efficiency and ability to serve communities effectively.

Qatar Charity

Qatar Charity is an international non-governmental organization (NGO) based in Doha, Qatar, with a mission to support humanitarian efforts and sustainable development worldwide. As a prominent charitable organization, its business model revolves around fundraising and resource mobilization to implement a wide range of projects and programs.

Qatar Charity serves a diverse range of customers, including individuals in crisis, vulnerable communities, development partners, and donors. It’s one of the largest charitable organizations in the Middle East, with a global presence in over 50 countries, employing thousands of staff and volunteers, and operating with an annual budget of hundreds of millions of dollars. The organization primarily engages in industries such as humanitarian aid, healthcare, education, social welfare, and infrastructure development, with initiatives focusing on emergency relief, healthcare access, educational support, and community empowerment.

Limited resources strained by fragmented solutions

Qatar Charity struggled with managing multiple disparate platforms for its call center agents, leading to difficulties in consolidating data and generating comprehensive reports. Additionally, maintaining on-premises servers added complexity and resource strain, resulting in a cumbersome IT infrastructure. Qatar Charity needed to transition from an outdated on-premises deployment to a unified cloud-based environment on Azure to streamline operations, integrate data sources, and develop AI solutions to effectively address multiple concerns:

  • Multiple platforms: Qatar Charity's call center utilized several different communication platforms, leading to significant discrepancies in user experience and data handling. This fragmentation made it difficult for agents to switch seamlessly between platforms, ultimately affecting their response times and customer service quality.

  • Data consolidation issues: With data siloed across various systems, consolidating information for comprehensive analysis and reporting was a cumbersome process. This lack of integration prevented the charity from gaining holistic insights into its operations, impacting decision-making and strategic planning.

  • Maintenance and scalability: The existing on-premises infrastructure required continuous maintenance and frequent upgrades, which were both costly and resource-intensive. This setup limited the organization’s agility and scalability, making it difficult to adapt to changing needs or scale operations efficiently.

  • Complex IT operations: Managing the on-premises servers involved dealing with hardware issues, software updates, and regular system backups, which placed considerable strain on the IT department. The complexity of the infrastructure required a high level of technical oversight, which diverted resources away from more strategic initiatives.

  • Lack of advanced analytics and AI: The previous system did not support advanced analytics or AI capabilities, which are essential for modernizing service delivery in a data-driven environment. Qatar Charity needed a solution that could not only handle vast amounts of data but also leverage this data for predictive analytics and intelligent automation.

  • Customer service limitations: The inability to integrate modern AI tools meant customer service was not as proactive or as personalized as it could be. The charity was unable to utilize chatbots or AI-driven interactions, which could significantly enhance customer experience and operational efficiency.

Accelerating AI transformation with Microsoft Copilot and a modern digital call center

Netways bridged Qatar Charity’s knowledge gap with in-depth training on functionalities and best practices, providing the charity’s IT team a solid understanding of the tools. Netways experts helped identify specific needs and pain points, then guided the IT team through building a custom Copilot tailored to the organization's workflows.Netways provided a clear roadmap and hands-on experience with a proof of concept showcasing Microsoft Copilot Studio's impact on the IT department's processes.

Netways addressed Qatar Charity’s challenges by integrating several key components with the help of Microsoft technology:

  • Azure platform: Netways leveraged Microsoft Azure to create a unified, cloud-based call center platform. Azure’s scalable infrastructure allowed Netways to consolidate disparate systems into a single, integrated interface. This centralization improved data management, accessibility, and system reliability, supporting the charity’s need for a robust and flexible solution.

  • Dynamics 365 Customer Service: The solution leverages Dynamics 365 Customer Service as part of an omnichannel strategy to unify donor inquiries and case management across multiple channels, including voice, chat, WhatsApp, and email. By integrating AI-driven automation and real-time insights, Qatar Charity ensures efficient, personalized support, enhancing donor satisfaction and streamlining case resolution processes.
  • Omnichannel support: Utilizing Azure Communication Services, Netways integrated multiple communication channels – including voice, chat, email, and social media – into one seamless interface. This omnichannel approach enhanced customer interactions by ensuring consistent and efficient communication across all touchpoints, improving overall customer experience and satisfaction.

  • Low-code technology: Using Microsoft Power Apps and Azure Logic Apps, Netways enabled rapid customization and deployment of the solution. These low-code tools allowed Netways to quickly adapt the platform to the charity’s specific needs, reducing development time and complexity while accelerating time-to-value.

  • AI technologies and Copilot: Netways incorporated Microsoft AI and Copilot to provide advanced analytics and automation capabilities. AI technologies enabled real-time data analysis and predictive insights, while Copilot offered intelligent assistance and automated routine tasks. This combination enhanced operational efficiency, reduced manual workloads, and improved decision-making through actionable insights.

Together, these elements streamlined operations, improved data accuracy, and transformed the call center into a more agile and effective system. At several key points throughout the integration, Microsoft offered invaluable support and resources:

  • Azure resources and programs: Microsoft provided essential resources, including technical documentation, support from Azure specialists, and access to the Azure suite of tools and services. The Azure Marketplace facilitated streamlined procurement and deployment.

  • Expertise and support: Experts from Microsoft guided Netways through best practices for implementing Azure solutions and optimizing AI integrations. This expertise ensured the solution was tailored to meet the charity’s specific requirements and operational goals.

  • Training and documentation: Microsoft offered training resources and detailed documentation to help Qatar Charity and Netways effectively use Azure, Power Apps, and AI technologies. This support was crucial for a smooth transition and successful implementation of the solution.

By combining these components, INNOV8 for Copilot Studio transformed Qatar Charity’s call center operations, delivering enhanced efficiency, improved data accuracy, and a more agile and effective system. Integrating Microsoft products and expertise played a pivotal role in achieving these outcomes and ensuring the success of the project.

“The automation achieved through the adoption of Microsoft Technologies and Netways solutionsis a crucial aspect, enabling us to fully automate thousands of monthly calls to donors, reminding them to fulfill their monthly donations to the children and families they support,” said Hamed Shihadeh, Manager, Information Technology Department, Qatar Charity.

“Today, we are witnessing the next generation of digital contact centers, driven by AI to tackle complex scenarios that previously required human intervention. It has been an exciting experience collaborating with Qatar Charity on their visionary digital transformation journey. Leveraging the Microsoft Azure platform, we were able to innovate and deliver smarter, more efficient solutions, enabling enhanced services for Qatar Charity's stakeholders. This partnership underscores the potential of AI-powered technology in transforming customer engagement and operational efficiency,” said Mohannad Kherallah, Enterprise Digital Transformation Manager, Netways.

INNOV8 for Copilot Studio helps Qatar Charity drive business value

Netways transformed Qatar Charity’s call center with Microsoft Azure and Dynamics 365, reducing average handle time by 30 percent and increasing customer satisfaction by 25 percent. This digital upgrade streamlined operations, cut IT costs by 40 percent, and enhanced service delivery through innovative AI-driven solutions, demonstrating significant operational and customer service improvements.

Operational efficiency:

  • Reduction in average handle time: By integrating communication channels into a single platform, the average handle time was reduced by 30 percent, enabling faster resolutions and more efficient service delivery.

  • Increased agent productivity: Streamlined workflows and automated responses handled by AI bots allowed human agents to focus on complex inquiries, increasing overall productivity by approximately 20 percent.

Customer satisfaction:

  • Improved scores: Implementing AI for routine interactions led to a 25 percent increase in customer satisfaction scores, reflecting better service quality and responsiveness.

  • Enhanced accessibility and reach: The inclusion of multiple communication channels, including WhatsApp, broadened accessibility, increasing the engagement rate by 15 percent compared to previous channels.

Cost efficiency:

  • Reduction in IT maintenance costs: Transitioning to Azure infrastructure led to a 40 percent reduction in costs related to IT maintenance, optimizing budget allocation toward mission-critical activities.

Innovation and technological leadership:

  • Adoption of Copilot: The use of generative AI and advanced analytics positioned Qatar Charity as a technology leader in the nonprofit sector, setting a benchmark for innovation and efficiency.

The automation achieved through the adoption of Microsoft Technologies and Netways solutions is a crucial aspect, enabling us to fully automate thousands of monthly calls to donors, reminding them to fulfill their monthly donations to the children and families they support.

Hamed Shihadeh, Manager, Information Technology Department, Qatar Charity

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