EMS

Introducing EMS – the smartphone partner

EMS is a UAE-based smartphones company established in 2006. EMS — a strategic channel partner of Research In Motion® — focuses on the delivery, implementation and support of BlackBerry® solutions. EMS is committed to add value by delivering 360-degree support services to mobile phone operators to drive data revenue and retain customers, making them more competitive and profitable. EMS is also a BlackBerry Elite Alliance Partner.

Uncompromising quality and customer services are our prime focus. Today, our partners are equipped with increased flexibility and efficiency through our end-to-end BlackBerry services, offered to customers by various mobile phone operators. This is part of our commitment to delivering exceptional quality products and services that meet the diverse needs of our customers.

EMS is the region’s first smartphone company whose services are delivered through partnerships the company has with 85 mobile operators and over 105 retailers in 53 countries from the Middle East, Africa, CIS, Eastern Europe and South East Asia.

Our enthusiasm to innovate, grow, expand and excel has driven us to do things better and differently. Our strategy is to provide leading-edge smartphone and mobility solutions to our partners.

Who we are?

EMS 360 services for Mobile phone operators

As the strategic channel partner of Research In Motion across the Middle East, Africa, CIS, Eastern Europe and South East Asia, EMS has developed solutions that further integrate our feature-rich business communications solutions with BlackBerry wireless solutions. Our core business includes the distribution of BlackBerry smartphones, launch of new mobile operators with BlackBerry services and the provision of day-to-day services for BlackBerry.

Our extensive range of BlackBerry smartphones and genuine accessories puts us at the forefront of smartphone solutions in Middle East, Africa, CIS, Eastern Europe and South East Asia. We manage and advise on retail and distribution to ensure 100% channel coverage, stock availability and consistent supply. Our superior levels of expertise have given us the impetus to deliver customised logistics solutions while helping them streamline the procurement, inventory maintenance and distribution processes.

Through our innovative business development team, we have developed a systematic approach to manage new accounts, laying a strong foundation for a successful partnership between the mobile phone operator, RIM and EMS. Concurrently, our Market Foundation Program™ executes and tracks key fundamentals to encourage the sustainable growth of new accounts, lifting our partners' BlackBerry service to ever higher levels.

Our customers and partners consistently look forward to a wide spectrum of innovative value-added services, including bundled content packages, application development and deployment, training and expert technical support. Our partnership with RIM is as strategic for our customers as it is for us. Our extensive BlackBerry service spans the entire gamut, from initial planning through to service launch and beyond, encompassing day-to-day solution operations and long-term strategic planning.

Launch BlackBerry Services

We understand that BlackBerry is much more than just a handset. With powerful server software as the backbone of the solution, careful and strategic implementation is as critical as the ongoing relationship with our partners. At this initial stage of assisting a mobile phone operator with the launch, we assign a dedicated project manager who develops the overall launch strategy and manages communications, tasks and deliverables throughout the service pilot and launch phases.

The post-launch phase also requires close attention. Here, the project manager assists the mobile phone operator in increasing market penetration and encouraging customer adoption of the service, as well as aiding with planning and launching new devices and offers.

As part of our bespoke service packages, we assist the mobile phone operators with developing go-to-market strategies; help to design effective business models and operational processes to support the service and host workshops to encourage take-up among key strategic customers. All these lead to better utilisation of mobile phone operators’ existing resources, thus reducing the risk from competition.

The biggest advantage we offer our customers during the service launch is a vastly reduced time to market and a structured and organised service launch. This allows the mobile phone operator to focus on delivering customer-facing services and meet market demands more quickly than would otherwise be possible.

Our proven BlackBerry launch program covers all aspects of introduction and implementation, including:

• Structured workshops previewing the BlackBerry launch process, including introductory workshops and training sessions for the sales and technical teams

• Technical integration and connectivity planning and execution

• Assessment of current customer care facilities and resources, along with training to establish BlackBerry Tier II technical support

• Sales support and continuing marketing and product launch support

Sales and Marketing

We recognise that as business evolves, there would be a need for new solutions to address the challenges ahead. Our in-depth marketing expertise allows us to assist the mobile phone operator’s own sales team with promoting their services to corporate customers and consumers. We can help them develop and document the sales process, identify prospective customers, and assist with devising effective marketing strategies to positively impact penetration.

Our launch and sales team plans and coordinates high-impact BlackBerry launches and outlines comprehensive marketing strategies, which include product positioning, pricing, advertising and public relations. Our retail experts are also perfectly positioned to tailor innovative marketing programmes for sales staff and store managers, and help develop incentive programmes and marketing campaigns to maximise take-up and penetration, regardless of the market.

What remains critical is how to get the product out to the market. Enter our efficient sales management team. They develop direct and indirect channels for the sale of devices, accessories and after-sales service throughout the region. Retailers are also expertly aided with promotional ideas, bundle offers and retail channel management advice. No matter what the channel, we develop and distribute point-of-sale material, encourage and enable best practices, and ensure that sales fundamentals are always in place.

Where we differ from others is how we share our knowledge freely, delivering proven sales training to the mobile phone operator’s sales staff as well as equipping them with all the effective tools to meet clients' exacting demands.

Technical Support

Mission critical devices like the BlackBerry require mission critical solutions. Manned by BlackBerry certified staff in five countries — and supporting numerous mobile phone operators throughout the Middle East, Africa, CIS, Eastern Europe and South East Asia – the EMS support centre is on hand to deliver reliable, multilingual up to Tier III support to our mobile phone operator partners and their customers. We also help our mobile phone operators to establish Tier I support and helpdesk facilities, and provide escalation to RIM's Tier IV support where required.

Currently, almost 99% of all trouble tickets are exclusively handled by EMS support staff.

Throughout implementation of the BlackBerry service, our logistics support team is on call to assist with any issues that may arise. Whether it's coordinating and facilitating the dispatch of new equipment, additional customer licences or retrieval of devices for warranty processing, the experts take care of support needs while our customers can address their business needs.

EMS was the first company to launch a customer repair centre facility for BlackBerry devices in the Middle East, Africa, CIS, Eastern Europe and South East Asia. The facility caters to after-sales product support (RMA – Return Merchandise Authorization), warranty support, out of return warranty repairs and refurbishments, etc.

Mobility Solutions Services (MSS)

MSS is quickly turning into a growth area within the telecommunications space as it helps the mobile phone operator maximise revenue, reduce costs and grow their ARPU (average revenue per user). At EMS, our 360-degree mobility solutions approach allows us to focus on providing a gamut of MSS services that have helped consumers and enterprises across the region embrace mobility. Our customers can tap into new growth opportunities and transform the way MSSS is sourced by operators.

MSS – Consumers

As more people are expected to interact and interface with each other, EMS is perfectly positioned to develop applications that serve these needs purposefully. We work with leading software providers such as Neverfail and Naviteq to provide a mix of fun, informative, cultural and religion-specific applications. Most of these come in bundles such as the mixed application pack, which include religious apps, games and themes, social networking, sports and news as well as personal productivity. EMS has also developed its own consumer app portal: www.ayoworld.com

MSS – Enterprises

At EMS, we have a proven track record of assisting enterprises with easier, faster, reliable and secure services that are also cost effective. These have also helped increase their productivity by seamlessly connecting offices across locations. Our service portfolio also lets them transform business objectives while offering strategic vision aimed at redesigning business processes and increasing ROI. We offer skilled resources and best-in-class technology for implementation, upgrades, consolidation and enhancement.

Professional Services

There are more ways we serve. We recognise that the value of a communications solution is different for every business. That's why our 360-degree solutions are highly scalable, secure, easily managed and optimised to meet the evolving communications needs of our customers.

Our wide range of BlackBerry enterprise professional solutions – based on customised proactive support – have already helped many mobile phone operators, organisations and government departments to develop solutions such as CRM and SAP and to automate their field service information.

We believe there's a sea of opportunity for a number of mobile phone operators who have yet to leverage their investment in the BlackBerry service launch. Our proven expertise has paved the way to offer these mobile operators the same level of service and value that we have provided other BlackBerry service provider partners.