it service management

New Customer Alert: BEAH

Published November 07, 2016

New Customer Alert: BEAH – Citizen Case Management CRM Web application and Mobile Apps to Modernize citizen Service Management, Eliminate Service Outages, and Optimize Customer Service Performance with Real-Time Dashboards and Reports

The Challenge

BEAH was looking for a platform which can EXTEND its customer services with business process automation. Prior to implementation of Smart Service Desk, BEAH was handling workflow manually without automation of business workflows.

Smart Solution

For better management of Citizen Services Like any government agency, BEAH achieved capability to quickly respond to service needs of citizens of Oman. By ensuring timely response to all citizen queries and complaints, BEAH has streamlined routine service requests for citizens and inter departmental requests. With Smart Service Desk, BEAHs IT team realized that much of the information tracking and workflow for these needs could be automated and managed with much ease.

Modules implemented for BEAH are:

  • Case Management
  • Service Level Management
  • Service Catalog Management
  • Mobile Apps for citizens in English and Arabic
  • Management Report
  • Management Dashboards

“Smart Service Desk is about efficiency, accuracy, and integration. We have experienced a huge amount of productivity gains for our customers in Sultanate of Oman, because Smart Service desk is very well thought service management solution, build with all practical best practices of ITIL, ISO 20000 and ISO 27001 standards. The product has so many configurable features, that we did not need require any customizations.”

Project Manager Service Delivery, Biswaranjan Sethi


About BEAH Oman

Oman Environmental Service Holding Company S.A.O.C (be’ah) was established in 2007. In 2009, a Royal Decree No. 46/2009 granted be’ah the mandate and the legal status as the entity responsible for solid waste management in Sultanate of Oman. Within this umbrella, be'ah works on moving towards sustainable waste management practices as per international standards by establishing the required infrastructure, restructure the municipal waste collection services, and improve public awareness of waste management.


For More Info...

About Us

SMART Service Desk is an Enterprise level ITSM Solution developed using industry leading best practices and standards such as ITIL Framework, ISO 20000, ISO 27001, ISO 9001, AS 9001 and NIST. SMART Service Desk has marquee customers in number of sectors such as, Government, Banking, Insurance, Oil and Gas, Electronic Retailers, Manufacturing and Educational Institutions And is currently being used by more than Half a Million Users worldwide and was primarily offered in UK, Middle East, South Africa and Australian markets with global development and support center in India.

SMART Service Desk is bringing the product line to Americas market and is now headquartered with new Development and Operations Center in Dallas, Texas along with offices in Canada, Brazil, United Kingdom, South Africa, India and Partner Offices in Philippines, Indonesia, Saudi Arabia, Bahrain, Oman, Qatar and UAE.

We offer SaaS and On-Premise solutions that let you seamlessly Manage Services, Customers and Quality Improvement Programs. Available through any web browser or native mobile apps, our solutions are designed to help you shorten deployment time, reduce risks and lower costs, including support and maintenance expenses.