Ooredoo Oman - Innovation in Customer Service Management, Planning & Practice

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 Innovation in Customer Service Management, Planning & Practice - Telecommunications Industries

Nomination Title: Ooredoo Oman - Innovation in Customer Service Management, Planning and Practice

At Ooredoo Oman, customer service excellence is at the heart of everything we do. As data experience leaders in the Sultanate, our aim has always been to provide users with cutting-edge technologies that enrich their digital lives – never has this been more important than during COVID-19 as people have increasingly adopted digital lifestyles.

Fortunately, Ooredoo Oman has quickly and successfully adapted to the various challenges posed by the global pandemic and we have worked hard to support our customers’ changing communications needs. We have developed new and innovative ways of engaging with our customers, offering them ever-more convenient and value-laden products and services, and helping them stay connected to their loved ones, colleagues and friends no matter what. Our long-term digital transformation strategy laid the groundwork as we placed, and continue to place, Oman firmly in the global race towards digital innovation.

One of our biggest milestones and greatest successes, especially given that it was mid- pandemic, was the launch of 5G. In May 2020 we began to offer our excellent value 5G Home Internet plan and in August 2020, our 5G B2B plans, which are available in an ever-expanding number of locations across Oman. With 5G steering a major shift in connectivity around the world, we’re making sure that our customers are among the first to benefit from this new technology.

Meanwhile, we continued to invest in our multi award-winning mobile app and digital platforms like the eShop and eCare. These platforms were instrumental in helping us support our customers during lockdown periods, making our services and products available remotely, 24/7. The app now includes a variety of state-of-the-art features like SIM card ordering for home delivery and an ID renewal function, which includes sending a notification when a customer’s ID card is due to expire. Users can now also save their credit card details for faster payments, as well as raise and track issues and complaints, saving them the inconvenience of visiting a branch or calling the call centre. All these features have helped our customers navigate their communications needs while staying safe at home during the pandemic.

We have made continuous efforts to update and refine all our communications channels and this has ensured we have remained in touch with our customers throughout the pandemic, even while 100% of our staff were working from home. WhatsApp and our AI chatbots, Saeed and Saeeda, are now able to help users fulfil more tasks than ever before, and in multiple languages. Our eShop has also evolved significantly, providing, in four languages, multiple services with home delivery anywhere in the Sultanate. Our mobile wallet, pay+, has seen great take-up, with customers able to make contactless deposits, bill payments, transfers, and pay at over 3,000 merchants, using just their mobile numbers. To further support our customers during the pandemic, we have been offering free international remittance for people to transfer money to their families abroad.

These same technologies have been put to good use on the business side too. More than 40% of our B2B customers are using our B2B mobile app, which gives them a quick and convenient way to manage their accounts. Capitalising on the capabilities of our subsidiary, data2cloud, Ooredoo Business has also introduced various new products and services within the ICT domain, including cloud services, video conferencing, email collaboration suite, cloud storage and contact centre solutions.

Reflecting on the changes on consumer behaviours and demands in 2020, we are glad that our innovative products and services have been able to make our customers’ lives that much easier during difficult times. We continue to tune ourselves into their needs and strive to ensure that people can enjoy the best of modern technology, in a way that suits their needs & lifestyle.

At Ooredoo Oman, customer service excellence is at the heart of everything we do. As data experience leaders in the Sultanate, our aim has always been to provide users with cutting-edge technologies that enrich their digital lives – never has this been more important than during COVID-19 as people have increasingly adopted digital lifestyles.

Fortunately, Ooredoo Oman has quickly and successfully adapted to the various challenges posed by the global pandemic and we have worked hard to support our customers’ changing communications needs. We have developed new and innovative ways of engaging with our customers, offering them ever-more convenient and value-laden products and services, and helping them stay connected to their loved ones, colleagues and friends no matter what. Our long-term digital transformation strategy laid the groundwork as we placed, and continue to place, Oman firmly in the global race towards digital innovation.

One of our biggest milestones and greatest successes, especially given that it was mid- pandemic, was the launch of 5G. In May 2020 we began to offer our excellent value 5G Home Internet plan and in August 2020, our 5G B2B plans, which are available in an ever-expanding number of locations across Oman. With 5G steering a major shift in connectivity around the world, we’re making sure that our customers are among the first to benefit from this new technology.

Meanwhile, we continued to invest in our multi award-winning mobile app and digital platforms like the eShop and eCare. These platforms were instrumental in helping us support our customers during lockdown periods, making our services and products available remotely, 24/7. The app now includes a variety of state-of-the-art features like SIM card ordering for home delivery and an ID renewal function, which includes sending a notification when a customer’s ID card is due to expire. Users can now also save their credit card details for faster payments, as well as raise and track issues and complaints, saving them the inconvenience of visiting a branch or calling the call centre. All these features have helped our customers navigate their communications needs while staying safe at home during the pandemic.

We have made continuous efforts to update and refine all our communications channels and this has ensured we have remained in touch with our customers throughout the pandemic, even while 100% of our staff were working from home. WhatsApp and our AI chatbots, Saeed and Saeeda, are now able to help users fulfil more tasks than ever before, and in multiple languages. Our eShop has also evolved significantly, providing, in four languages, multiple services with home delivery anywhere in the Sultanate. Our mobile wallet, pay+, has seen great take-up, with customers able to make contactless deposits, bill payments, transfers, and pay at over 3,000 merchants, using just their mobile numbers. To further support our customers during the pandemic, we have been offering free international remittance for people to transfer money to their families abroad.

These same technologies have been put to good use on the business side too. More than 40% of our B2B customers are using our B2B mobile app, which gives them a quick and convenient way to manage their accounts. Capitalising on the capabilities of our subsidiary, data2cloud, Ooredoo Business has also introduced various new products and services within the ICT domain, including cloud services, video conferencing, email collaboration suite, cloud storage and contact centre solutions.

Reflecting on the changes on consumer behaviours and demands in 2020, we are glad that our innovative products and services have been able to make our customers’ lives that much easier during difficult times. We continue to tune ourselves into their needs and strive to ensure that people can enjoy the best of modern technology, in a way that suits their needs & lifestyle.