Business Situation

 In line with its vision to provide a unique customer experience, and to be the preferred telecom company in the country, Mobily has always invested in the latest digital branch transformation solutions in order to offer a superior service quality and ensure total customer satisfaction. Mobily has worked to enrich the overall customer experience by way of being accessible to customers, and providing prompt services round the clock. 

To that end, the company has adopted SEDCO's self-service platform, which further enables them to widen their market reach, and in turn offer an improved service quality by overriding waiting time. Moreover, Mobily looked to a more powerful alternative to automate all the major telecom services and make them available to customers 24/7. This is why they selected SEDCO’s self-service kiosks to enable full digital transformation.

The solution

 Mobily has adopted advanced self-service kiosks from SEDCO. A total of 100 kiosks were placed strategically across the Kingdom, empowering customers to avail Mobily services at their own convenience anytime, anywhere. The self-service machines have accelerated the SIM dispensing process by 3 times.

 Instead of waiting at the branch to get the SIM card from a counter employee, customers can simply insert their ID cards or passports into the machines, e-sign a contract on the kiosk screen, pay the required fees by card or cash, and receive the card instantly. This automated process takes about 3 minutes. Other telecom transactions including SIM swap and bill payment are also 4 times faster when done through the machines. The self-service kiosks provide other telecom services including new customer registration, bill payment, top-up, customer profile update, bills/vouchers/customer contracts printing, customer contracts deposit, cash exchange, loyalty redemption, and customer live support.