Ooredoo Oman - Innovation in Technology Management, Planning & Implementation
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: Technology Categories
Nomination Sub Category: Award for Innovation in Technology Management, Planning & Implementation - Telecommunications Industries
Nomination Title: Ooredoo Oman digital transformation
Ooredoo Oman has undertaken an ambitious digital transformation that has enabled us to strengthen our position as a data experience leader and deliver on our brand promise, “to enrich our customers’ digital lives” so that they can enjoy the internet with us. In the last few years, and particularly in light of the demands of the COVID-19 pandemic, we have accelerated this transformation, launching fully-digital core offerings and delivering an unmatched customer experience centred around the Ooredoo App.
In line with Ooredoo’s group-wide transformation programme, “Get Digital” we have brought various new digital experiences to Oman. Highlights include:
-Successfully launching 5G for consumer and business customers – and in the height of lockdown. Our 5G rollout is progressing well, with a 2,900% increase in our customer base from May to October.
-Continuing to expand our 4G network with new coverage ongoing.
-Continuing to roll out our fixed home network.
-Implementing a number of initiatives for cost efficiency, including renegotiating reduced IT and network contracts, re-working and reducing our contract with Huawei, through a consolidation tender and renegotiating all other technology OPEX contracts.
-Keeping construction of our new data centre well on track.
-Revamping our postpaid portfolio – we introduced new digital plans that eliminated two primary customer pain-points (these plans are contract-free and with endless data features). This helped us almost double the postpaid customer base in less than one year and increase the customer market share by approx. 10%.
-Introducing off-peak data offers as part of COVID-19 initiatives, to help customers stay in touch and connected. We have seen 76% year-on-year growth in mobile broadband traffic during these months and a 6% increase in users.
-Launching O-Screen, the first lockscreen advertising platform in the GCC region, where customers can enjoy content on the first screen of the mobile, alongside free data and other rewards.
-Our AI chatbots, Saeed and Saeeda, who answer customer enquiries in various languages, and currently handle over 70% of customer interactions, are now available on WhatsApp.
-Pioneering the realm of contactless payments with our mobile wallet, pay+, in collaboration with the National Bank of Oman (NBO).
-Enhancing our eShop to meet the surge in demand for contactless technologies, providing (in Arabic and English) multiple services like ordering smartphones and SIM cards, with home delivery anywhere in the Sultanate.
-Increasing our Carrier Billing portfolio and launching more entertainment services, such as STARZPLAY, Google and Apple. This area grew by 200%+ compared to the same period in 2019 (Jan-Sep), to keep customers entertained while staying at home during the pandemic, and in response to demand.
-Delivering a first-rate digital experience to our business customers. Now more than 40% of our B2B customers are using the mobile app, which gives them a quick and convenient way to manage their telecom needs. By the end of 2020, growth on digital channels increased by 53% compared to the 2019 close. This has been helpful for business customers during the COVID-19 pandemic, with no human interaction required.
We also continue to enhance our multi award-winning app, continually adding new services that include, most recently, in-app push notifications, trouble ticket raising and tracking, recharge gamification, the ability to save card details for an improved and faster experience, and a number of CVM offers and OTT services. Meanwhile, our innovative ‘App Factory’ allows Ooredoo teams across all departments to create, enhance and manage applications on the app more efficiently.
Digital transformation is a continuous process, and Ooredoo Oman’s early success in this journey has emboldened us to continue strengthening our digital leadership across the Sultanate and invest in transformative technologies, including cloud services, IoT, and other high-growth sectors that are placing Oman firmly in the global race towards digital innovation.