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 - Telecommunications Industries
Nomination Title: Ooredoo Oman Innovative use of Technology in Customer Service
Our customers are at the heart of everything we do and as data experience leaders in the Sultanate, we always aim to offer them the latest technologies that enrich their lives. As the digital world continues to accelerate, we are finding more and innovative ways of engaging customers, from great value products and services, to an ever-growing network and interactive experience. In the past couple of years, we have made some huge leaps forward, putting into practice our digital transformation strategy; taking Oman’s communications landscape to the next level.
We are very excited to be leading the way with 5G. Launched earlier this year, and in the midst of the pandemic. We offer excellent value Home Internet and B2B plans with our 5G technology, which are available to a number of locations across Oman. We are continually working hard to put the infrastructure in place that will enable us to support Oman’s communications needs way into the future.
Our AI chatbot Saeed has also been given a lot of upgrades since its introduction in 2018, starting off with a female version, Saeeda. As the first-of-their-kind in the Sultanate, they have been a game-changer for how we interact with our customers. They can now speak in five languages, according to the most widely-spoken amongst our customer base, helping them fulfil a whole range of essential tasks. Most recently they were even made available on WhatsApp, in addition to our mobile app and website.
Our ‘self-care’ mobile app too, is helping an ever-growing number of users get the most out of our services. The app is constantly evolving, offering useful and state-of-the-art features like SIM card ordering for home delivery and an ID renewal function, which includes sending a notification when the card is due to expire. Users can now save their credit card details to make payments and recharge quickly and easily, as well as raise and track issues and complaints, saving them the inconvenience of visiting a branch or calling the call centre. The newly-added entertainment services also allow our customers to access their favourite online streaming subscriptions, making the app not only useful but fun too.
Last year, together with the National Bank of Oman, we launched a mobile wallet, the first-of-its-kind in the Sultanate. In line with the increasing use of mobile phones, pay+ negates the need to remember different cards and pin numbers, facilitating a range of useful payments and transactions at a wide range of retailers across Oman. And among its most popular features is an international remittance service, making it much easier and more worthwhile for users to send money to their families abroad.
With COVID-19 being the overarching feature of this year, the majority of our efforts have been focused on providing innovative, easy-to-use, and affordable solutions that offer our customers more ways to stay connected, even while social distancing. As well as upping our digital capabilities, we have rolled out frequent offers, extras and freebies, to support customers with the added pressure of working from home.
For businesses, we increased our bandwidth speeds going up to 1Gbps and offered unlimited calls, data packages, extra speeds and much more, all of which can be purchased online, to make working from home easier.
As soon as COVID-19 began in Oman, we activated our work-from-home protocols and equipped our workforce to function remotely, while continuing to offer an exceptional customer experience through our digital channels. We continue to tune ourselves into the needs of our customers and strive to ensure that people can enjoy the most of what modern technology has to offer, in a way that suits their needs, lifestyle and budget.
Ooredoo continues to innovate and keep its customer connected and make their digital lives better.