Ooredoo Oman - Innovative Use of Technology in Customer Service

Company: Ooredoo Oman, Muscat, Oman
Company Description: Ooredoo Oman: Omani Qatari Telecommunications Company SAOG (“Ooredoo”) was founded and registered in the Sultanate of Oman in December 2004. Services were launched its service in March 2005, originally operating under the name Nawras. As Oman’s data experience leaders, Ooredoo provides individuals and businesses with cutting edge digital products and services, so that customers can enjoy the
Nomination Category: Customer Service Categories
Nomination Sub Category: Award for the Innovative Use of Technology in Customer Service - All Other Industries

Nomination Title: Ooredoo Oman App

Provide an essay of up to 625 words describing the nominee's innovative achievements since July 1 2018:

With over 1.2 million downloads to date, Ooredoo Oman’s award-winning app continues to pioneer the telecoms digital experience, empowering customers with an ever-expanding array of services in the palm of their hand. Rated 4.5 in the app stores, it is the highest rated telecoms app overall in Oman. Combining ease-of-use and functional design, it is constantly enhanced to meet the evolving needs of its users. Adding to its appeal, the company frequently rolls out irresistible offers and rewards, the latest of which gives users 10MB free data every single day just for logging in, as well as various perks on credit recharges.

The app empowers customers with unique loyalty program Nojoom and bonus incentives, including a 20% bonus on every recharge, offers, promotions and rewards. In addition, users can transfer credit locally and internationally, report a locked SIM and obtain codes securely, allowing them to perform various time-sensitive functions on-the-go. That’s not all, in 2019, Ooredoo Oman updated its app with many different and exciting features where users can enjoy and access endless daily rewards.

Ensuring simplicity and convenience, users are able to sign up on the app and buy a new SIM from the comfort of their home. Customers can scan their national IDs, select a number from the app, configure a plan and have a sim delivered to their door. What’s more, customisation of plans can also be done at the touch of a button. These helpful features include registering for Passport data plans while traveling, or adding and removing plans to suit their changing digital needs.

The app was designed to complement customers’ digital lives by providing quick and easy access to Ooredoo’s services and offers, negating the need to go to physical stores. But it is not only about simplifying things, it’s about enriching the way the company interacts with its customers and digitally enabling all the touch points that they engage with it on. Driving an all-round superior customer experience with innovation is what being a digital leader is all about.

In addition, the Ooredoo App also hosts ‘Saeed’: A first-of-its-kind Artificial Intelligence (AI) based Chatbot to answer customer queries and provide real-time information on products and services in both English and Arabic. Saeed has helped offer customer a fully 360 digital outlook without the need to ever visit a store or call the centre. Saeed also enables a seamless handover to a live agent, should the customer wish to talk to an agent.

Today, the Ooredoo Oman app offers a true omni-channel customer experience that merges traditional channels (e.g. brick-and-mortar sales / care channels) and digital-first offerings (number selection, self-service add-ons and SIM delivery options). It also embraces the instant-gratification mindset of customers, by enabling transactions, such as a SIM delivery, which would usually require a customer to visit a contact centre or Ooredoo store, to be made from the convenience of an app. New Ooredoo customers are also offered a simple customer on-boarding process through the app, thus creating a fully-digital customer life-cycle.

The best app achieved even greater kudos for the introduction of the ‘App Factory’, an integrated and collaborative platform bringing together all of Ooredoo’s departments to better facilitate creation and development.

Ooredoo Oman’s brand promise is “Enjoy the Internet” and in delivering this promise, Ooredoo is singularly focussed on delivering a digital led transformation which in turns strengthens its positioning as a data experience leader. A testament to its innovative and customer-centric approach, the company has been recognised with a string of awards, including most recently the Best Customer Experience Transformation Strategy in the Telecom category at Customer Experience Week - Middle East, strengthening Ooredoo’s position as the Sultanate’s data experience leaders.