Industry: Telecom, Media and Technology
Region: Growing Markets
HQ: Doha, Qatar
“By partnering with Atos and Flytxt, we accelerated our digital transformation by implementing big data and real-time analytics. Enhancing customer value is a priority for us, as well as creating new revenue streams. This robust digital solution will play a big part in affirming our role as data experience leaders.”
Jaffer Al-Khaboori,
Director – Strategy & Transformation, Oman
Ooredoo turns real-time data into insights to enhance the omnichannel experience of its customers, increase revenue and gain vital competitive advantage with its new Customer Value Management platform
Ooredoo’s focus is on delivering excellent experiences to its customers, providing a high-speed network with the best connectivity and exciting, yet affordable, data products and services.
As one of Oman’s leading telecommunications operators, Ooredoo serves over three million customers across the Sultanate. In its highly competitive market, a strategic objective is to grow and retain market share while maximizing the value of its customer relationships. To achieve this, Ooredoo wanted to gain more real-time and contextual insight into the behaviours and preferences of its customers to minimize customer churn and improve customer engagement and value at every touchpoint.
The challenge
While Ooredoo already used offline analytics, its ambition was to leverage real-time contextual customer data to drive more targeted communications and promotions.
The company wanted to identify customers’ needs in real time to trigger proactive, personalized communications. Its challenge was how to turn high volumes of real-time data from multiple sources into insights that were actionable by its marketing and finance teams. Ooredoo wanted to replace its costly legacy data warehouse with a new real-time analytics platform, integrated with existing billing and customer management systems.
The solution
Atos and Flytxt worked closely with Ooredoo to design and implement a unique Customer Value Management platform, harnessing data analytics, AI and automation to maximize customer and business value.
Atos developed and implemented the infrastructure for processing big data, with sophisticated machine learning algorithms and analytics to turn customer behaviors into real-time insights. These are ingested by Flytxt’s intelligent marketing automation platform to deliver personalized campaigns across multiple channels (including SMS, mobile apps and self-service kiosks).
The platform is integrated with Ooredoo’s billing system for rewarding ‘special bundles’.
Business benefit
Ooredoo’s has accelerated its customer-centric digital transformation with a dynamic data-driven approach to customer service, engagement and satisfaction.
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- Enriched customer experiences thanks to targeted and personalized communications, offers and interactions
- Prevents revenue losses and creates new income streams and sales opportunities
- Lower management costs
- Business agility and flexibility, with opportunities to innovate in future
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Redesign telco customer journeys and user experiences
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