Mobily drives digital branch transformation with SEDCO’s self-service solutions

Industry
Telecom

Saudi Mobily Company is a Saudi Arabian telecommunications services company that offers fixed line, mobile telephony, and Internet services under the brand name Mobily. The company was established in 2004, and in the summer of that year, won the bid for Saudi Arabia's second GSM license.

Mobily has one of the largest wireless networks by coverage in Saudi Arabia, as well as the region, in addition to one of the largest data center systems worldwide. It has a share capital of SAR 7,700 million, comprising 770 million shares of SAR 10.00 each, paid in full. As at 31 September 2018 the total equity was SAR 13.8 billion.

Business Situation
Business Situation

As the number of subscribers to Mobily services increased, this had put great pressure on Mobily shops to maintain the superior service quality that was offered to customers.

Solution
Solution

Advanced Self-Service Kiosks, which were implemented in public areas across the kingdom of Saudi Arabia, making it possible for customers to access Mobily services around the clock.

Benefits
Benefits

-Availability of Mobily services 24/7.
- Highly secure transactions. Accessibility for people with disabilities. 
- Improved business efficiency. 
- Increased customer satisfaction.
- Better performance management.
- Less costs of deployment and operations.
- Optimal utilization of resources.
- Less cost per transaction.

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SEDCO's customer experience solutions for telecom operators

Business Situation

As the number of subscribers to Mobily services increased, this had put great pressure on Mobily shops to maintain the superior service quality that was offered to customers.

Customers needed to head to the service employee and present their ID cards in order to purchase a new SIM card, or get other services such as bill payment and mobile money. The employee then entered the customer's data into the system before carrying out the service. This process was time consuming for both the customer and the employee.

Mobily looked for an advanced digital transformation solution that would transform the customer experience while eliminating the workload for its staff and increasing efficiency.

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self service kiosks telecom

The solution

In line with its vision to provide a superior customer service, Mobily adopted advanced Self-Service Kiosks from SEDCO, a leading global provider of digital branch transformation solutions.

The self-service machines were implemented in public areas across the kingdom of Saudi Arabia, making it possible for customers to access the system 24/7 and to perform a number of transactions by themselves that are normally only available via Mobily shops.

Rather than going to one of Mobily shops to get services, customers now have convenient journeys by using self-service kiosks, enabling them to obtain services by themselves such as SIM dispensing, bill payment, top-up mobile balance, and mobile payments beyond the ordinary working hours.

The smart telecom kiosks offer a variety of features including real-time SIM registration, cash acceptance and change dispensing, empowering customers to perform transactions through a more convenient service channel. Customer identities are validated through their national ID cards, passports, and biometric verification, ensuring secure transactions.

The kiosks were integrated with Mobily’s backend systems, allowing for full management and control of the kiosks from the head office.

Benefits

The self-service solutions created a convenient customer journey, as customers no longer need to visit Mobily shops to be served. Services are fully automated, granting customers independence, speed, and convenience, resulting better customer satisfaction and loyalty.

On the other hand, the availability of the services for customers through kiosks relieves Mobily shops and staff from the crowds of visitors gathering to receive services from employees, thus creating a more relaxed and organized environment.

The system also allows Mobily manager to measure customer satisfaction in order to make better strategic plans, ensuring that customers are happy whenever they interact with Mobily through all possible touchpoints, which eventually leads to an exceptional customer experience and to more profits.

Some of the key benefits that the self-service machines offered include:

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Availability of Mobily services 24/7
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Highly secure transactions.
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Accessibility for people with disabilities
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Improved business efficiency
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Increased customer satisfaction
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Better performance management
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Less costs of deployment and operations
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Optimal utilization of resources
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Less cost per transaction
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