Telecommunications Company Ooredoo Oman decided to maintain with the increasing demands for a simplified digital customer experience (CX). The company has strengthened its national information technology (IT) and network infrastructure, providing a 360-degree digitalization of its whole IT infrastructure.
As such, it has established its ‘Mega Digital Transformation’ program that provides upgraded futuristic digital services for its entire and well-established customer base across Oman. The program has been designed to be implemented in four phases through leveraging the latest technologies.
Ooredoo has delivered the first two phases of the program by upgrading the digital CX upon successful transformation, replacement, and digitization of its Charging and Rating systems in 2022 and 2023. It has also started migrating its B2C customers to the state-of-the-art Ericsson Charging and Ericsson Mediation systems in the same year.
By integrating these solutions seamlessly within their existing multi-vendor IT and network ecosystem, Ooredoo's charging infrastructure has been simplified for the customer base across Oman and has allowed an online real-time experience for the customers. This has resulted in the upgrade of all of Ooredoo’s systems, infrastructure, hardware, and software that provide charging and rating services.
Meanwhile, the transformation of the Ooredoo Billing system is likely to be completed this year to allow customers to have access to real-time bills and mitigate bill shock due to unexpectedly high charges. In addition, the telecom company is also upgrading its customer relationship management systems, allowing an end-to-end, fully digital CX whilst simplifying its internal architectures and systems.
So far, Ooredoo’s digital transformation efforts have been achieved flawlessly without any disruptions to its customer base or its business-as-usual activities. The company’s transformation framework also aligns strongly with Oman’s Vision 2040, the nation’s roadmap for long-term socio-economic growth to become a digitalized and knowledge-based economy.
Upon completion of the remaining two phases of the Mega Digital Transformation program, it is going to provide a 360-degree, superior digital CX across all its channels and backend systems. This CX capability is going to be adaptive to any requirements of the emerging and rapidly evolving Internet of Things market segment and is also able to seamlessly provide customers with comprehensive product service bundles. Ooredoo’s success in leveraging and incorporating new and transformative technologies to provide a strong CX has been acknowledged by the Middle East Technology Excellence Awards 2024, with the company taking home the ICT - Telecommunications category win.
“ Its significant digitization efforts provide an upgraded, holistic, and client-tailored CX across all channels, allowing Ooredoo to significantly reduce the time to market of new products and services to its customers”, the company said.