STC implements a high-technology project for enhancing customer services

H.E. Dr. Mohammad Al-Jasir, Chairman of STC's Board of Directors, signed the agreement in a ceremony held at the Four Seasons Hotel at the Kingdom's Tower in Riyadh on Sunday 23rd July.

The ceremony was attended by Mr. Ramadorai, CEO and Managing Director of TCS, Mr. Jean Herve Jenn, President, International Business Unit, Convergys, and Mr. Abdul Rahman Al-Thehaiban, Vice President of Saudi Oracle.

This groundbreaking project will enhance STC customer services systems further and will help utilise state-of-the-art technology solutions to leverage and diversify communication channels between STC and its customers. The project will also help integrate customer care and billing applications with the various corporate systems to help enable STC expand the span of services and discounts offered to its growing customer base.

Additionally, it will help develop a database of all communications made with each individual customer via various channels to ultimately provide a real time response to customers and increase the level of customer satisfaction.

The scope of the agreement entered into with the three international companies covers the installation of the agreed state of the art systems and integrating them with STC existing systems, transfer of know-how, training of STC personnel on how to use them, provision of consultancy services, project management, and provision of maintenance and technical support services.

Commenting on this, H.E. Dr. Mohammad Al-Jaser, Chairman of STC, highlighted the key role of this project in reinforcing STC's customer relations being a strategic approach. "The new project will set up another milestone in the creation of additional communication channels with our customers, and rise to the challenge which will eventually have a positive impact on return on investment," said Dr. Al Jaser

"The project constitutes an extension to the substantial investments injected by STC being the leading telecom operator in the Middle East and North Africa, in upgrading of infrastructure of telecom facilities and systems across the Kingdom. Also, it is a part of STC's commitment and keen endeavors to utilise the latest technologies available worldwide to serve its customers in the Kingdom," he said.

Engr. Saud Bin Majid Al-Doweish, STC President, revealed that the three allies that entered into agreement with STC in implementing the customer service enhancement project, have been selected based on highly stringent standards including their unparalleled international expertise.

"TATA Service Consultancy (TCS) will act as a project system integrator project systems, and shall collaborate with the other two companies, Convergys and Oracle, in provision of the required technology solutions," added Al Doweish. "The project will greatly help us to achieve specific strategic and marketing objectives that will contribute to STC's maintaining its leading role in the local telecom industry."

"We look forward to making the project a success in collaboration with this distinguished group of companies to the benefit of our honoured customers," concluded Al Doweish.

Mr. Ramadorai, CEO and Managing Director of TCS said, "We are glad to be working closely with a giant telecom operator like STC that gained international accreditation, in the implementation of this major project, which is considered the largest in terms of size and complexity undertaken by TCS in the Middle East & Africa region till date and we will leverage our expertise from similar telecom projects in other parts of the world to deliver a world-class system."

"We understand the objective of STC's project that is to go the extra mile in customer services standards through cutting the time and cost for rendering quality services by reliance on modern technology solutions. The ultimate impact of such an endeavor would be a tangible reduction of operating costs and enhancement of profitability," added Ramadorai

According to Mr. Jean Herve Jenn, President, International Business Unit, Convergys, meeting the challenge of today's dynamic telecommunications market requires the absolute best customer service capabilities and offering customers every possible support. "It is obvious that STC has adopted this concept as a core strategic option. - and we are determined to do whatever it takes to make the project a success and an exemplary model," said Jenn.

Mr. Abdul Rahman Al-Thehaiban, Vice President of Saudi Oracle, expressed his appreciation of STC for selecting Oracle to contribute to this project. "Being the largest of its kind, the project involves multiple components that would have a direct impact on developing STC's performance, enhancing its competitive edge, and ensuring continuity of its role in the support of national economy."

With over 5,000 Saudi employees, STC boards the largest customer services center across the region, serving the company's customers in various parts and cities of the Kingdom. As part of the newly implemented customer service project, all customer service staff will be trained and catered with technical and technological skills needed for running the new systems and solutions to be deployed.