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.