As Oman's first and leading telecommunications services provider, OmanTel transformed the customer journey by implementing SEDCO Customer Experience Management solution in 52 branches, including mobile booking and virtual queuing system, facilitating the customer journey across all touchpoints from start to end.

Customers no longer need to wait in queues, as they can reserve appointments via an app on their smartphones, reducing their waiting time and providing more convenience. Walk-in customers can also join the virtual queues by printing tickets from the queuing kiosks inside the branches. The virtual queuing system streamlines between pre-booked and walk-in customers effortlessly. Customers can be called forward to be served while sitting comfortably via audio announcement or they can check their queue status on digital screens that also display ads to keep customers entertained.

OmanTel branch managers can get deep insights and advanced reports to support strategic and future planning, and stay updated about branch performance with the advanced business intelligence platform that includes live dashboards and maps to centrally monitor the branches in real-time. The BI tool also enabled branch managers to receive SMS or email alerts whenever an issue arises in any branch for immediate action to be taken, increasing branch efficiency.

Riham Alkhanbashi, Account Manager at OmanTel commented, “In alignment with our vision to achieve top customer experience and digital excellence across our branches in Oman, we express our pleasure in collaborating with SEDCO to achieve increased branch efficiency , decreased branch traffic, and reduced employee workload,” Alkhanbashi added. 

 “Hussein Morsy, Business Development Manager at SEDCO also spoke about the collaboration, “It is our pleasure to be a part of the digital advancement at OmanTel; our solutions are focused on digital and physical touchpoints integration to deliver fuss-free service experiences to differentiate better businesses and enable OmanTel to take their customer journey to a new level”.