• About the Customer

Qatar Charity is an international non-governmental organization (NGO) based in Doha, Qatar, with a mission to support humanitarian efforts and sustainable development worldwide. 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.

• CHALLENGE

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 Qatar Charity needed to transition from an outdated on-premises deployment to a unified cloud-based environment on Azure to streamline operations, integrate data sources, and develop AI solutions to effectively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, such as data consolidation issues, complex IT operations, lack of advanced analytics and AI, customer service limitations, and more.

• SOLUTION

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 Azure platform, Omnichannel support, Low-code technology, and AI technologies and Copilot. Together, these elements streamlined operations, improved data accuracy, and transformed the call center into a more agile and effective system.

• IMPACT

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. 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.

• MICROSOFT PRODUCTS

Microsoft Azure, Dynamics 365 , Power Apps, Microsoft Copilot

• Customer Testimonial

“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,” said Hamed Shihadeh, Manager, Information Technology Department, Qatar Charity