Ooredoo Kuwait - Innovation in Business Information Apps
Company: Ooredoo Kuwait
Entry Submitted By: FTI Consulting (Singapore)
Company Description: Ooredoo Group is a leading international telecommunications company that operates businesses and serves consumers in 10 countries, delivering a leading data experience through its broad range of content and services and advanced, data-centric mobile and fixed networks.
Nomination Category: App Categories
Nomination Sub Category: Award for Innovation in Business Information Apps
Nomination Title: Ooredoo Kuwait - My Ooredoo App
Ooredoo Kuwait is a leading provider of mobile and broadband internet services in Kuwait. Not only has Ooredoo Kuwait transformed Kuwait’s telecoms industry from the conventional offline retail-based model to a full end-to-end digital customer journey model, but the company has also introduced innovative digital channels such as the My Ooredoo Kuwait App.
One of the app’s flagship features is “ANA”, a first-of-its-kind customizable digital mobile plan in Kuwait, which gives customers complete control of their mobile plans and digital worlds. In 2019, Ooredoo Kuwait partnered Matrixx Software to launch “ANA” to help customers buy, manage, share and pay for services digitally, without needing to enter a physical store. Customers are empowered to choose and customise the digital package according to their unique needs through features like eSIM, roaming and booster packs, allowing them to create their own mobile number, make appointments, track health, and pay bills at the tap of a finger.
The app also includes a service called “Ooredoo Surprise”, which provides personalised offers based on customers’ usage patterns and interest. This is a unique feature in Kuwait’s telecommunications market, which no other operator presently offers. Moreover, Ooredoo’s loyalty program has also been fully migrated into the digital channels as part of the company’s digital transformation strategy.
The app also includes a deals section based on Ooredoo reward program (Nojoom) offering special deals exclusive for Ooredoo customers for dine-in, entertainment, fashion and life style partners which gets changed on weekly bases to serve all customers with super exciting deals.
Ooredoo Kuwait’s digital transformation efforts have resulted in a 36% jump in digital customer care interactions up from 0% previously. Additionally, more than 1.2M Ooredoo Kuwait customers have used the company’s digital self-care channels, while the use of e-payments has increased significantly as well. Specifically, the My Ooredoo Kuwait App has also been downloaded over a million times and is ranked among the top 10 most popular free apps in the country.
In 2020, recharges of Ooredoo’s digital channels exceeded 50%, versus traditional channels. 62% of Ooredoo Kuwait’s bill payments now occur digitally and digital channel penetration has reached 57% of the telecommunications provider’s total customer base, reflecting the success of its new and innovative digital services.
Lastly, Ooredoo Kuwait’s investment in digital channels has ultimately translated into a significant improvement in the company’s overall customer satisfaction score and contributed towards the company’s 12% growth in customer base to 2.6 million users in 2019. Driven by its ambitious digital transformation strategy, Ooredoo Kuwait reported revenues of QR 2.8 billion in 2019, with strong and increasing EBITDA to QR 867 million in 2019, from QR 662 million in 2018.
Guided by Ooredoo Group’s vision to become a digital enabler, Ooredoo Kuwait is working to provide the latest technologies and solutions to the people of Kuwait and has taken an early global lead in 5G as part of its digital transformation strategy. Ooredoo Kuwait also recognises the unparalleled potential of digitalisation and is continuing to progress towards a fully-digitalised, smooth and seamless mobile and internet experience for its customers.
Provide the date on which this nominated app was first publicly distributed: The app was launched in March 2013.
Optionally, you may list creative and production credits for your app - a list of the people and organizations that contributed to its development:
Raffi Tokmakjian, Director Digital Channels
Gokunath Gopal, Manager Mobile Application
Latifah Al-Rasheed, Senior Specialist Digital Engagement and Growth
Ryan Apusen, UX/UI Expert
Yahia Ben Hassine, Director Prepaid Customer Value Management