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In September 2024, Ooredoo Financial Services launched its game-changing E-KYC (Electronic Know Your Customer) service, fundamentally transforming how customers interact with Ooredoo Money. This innovative solution simplifies essential processes like registration, MPIN reset, wallet upgrades from basic to full, and activation of dormant wallets. By leveraging advanced digital verification technology, E-KYC has made these tasks efficient, secure, and accessible from anywhere, significantly enhancing customer convenience and promoting financial inclusion.
Before E-KYC, customers faced significant hurdles in managing their Ooredoo Money accounts. Resetting an MPIN required a phone call to customer service, often leading to long wait times and delays. To upgrade a basic wallet to a full one or reactivate a dormant wallet, users had to visit physical Ooredoo shops, creating barriers for individuals with busy schedules or those living far from service centers. These cumbersome, time-consuming processes limited access to financial services and created frustration for many.
E-KYC has removed these obstacles, making account management seamless. Now, customers can reset their MPIN securely without making a call, complete wallet upgrades from the comfort of their homes, and reactivate dormant wallets instantly—all through the Ooredoo Money app. This digital transformation has drastically reduced the time and effort required for these essential tasks, providing an unparalleled user experience.
The impact of E-KYC has been immediate and profound. Since its launch, more than 12k customers have benefited from streamlined account management, leading to service level satisfaction of +98%. This has dramatically improved the customer experience, empowering users to manage their finances efficiently without needing to visit service centers. For underbanked populations, this convenience is even more meaningful, as it provides quicker access to essential financial tools, advancing economic stability and inclusion.
Security remains a top priority with E-KYC. Utilizing biometric verification and AI-driven data checks, the platform ensures customer information is secure and protected from fraud. These robust security measures have not only enhanced the safety of transactions but have also increased trust in Ooredoo Money’s services. Since implementation, there has been a boost in user confidence and a reduction in fraud-related incidents, reinforcing Ooredoo Money’s reputation as a secure and reliable financial partner.
E-KYC’s success is supported by comprehensive educational initiatives designed to maximize user understanding and adoption. These efforts have paid off, with users now leveraging E-KYC capabilities, demonstrating widespread acceptance and satisfaction. Positive feedback continues to pour in, highlighting the service’s role in making financial management simpler and more efficient.
The introduction of E-KYC is more than a technological upgrade; it represents a paradigm shift in financial services, setting a new standard for the industry. By removing barriers and streamlining previously complex processes, Ooredoo Money has empowered its users, providing them with the tools to manage their financial needs effortlessly. Businesses have benefited as well, with reduced service requests and streamlined support operations, contributing to overall efficiency and satisfaction.
Ooredoo’s strategic approach, combined with innovative use of technology, has positioned the company as a leader in financial inclusion and digital transformation. The E-KYC service exemplifies how thoughtful innovation can address real-world challenges and make a lasting impact on communities. It embodies Ooredoo’s mission to enhance accessibility, improve financial literacy, and drive economic growth through cutting-edge solutions.
Nomination Title: Ooredoo Money’s E-KYC Service
