STC has signed a major agreement with three leading international IT companies, TATA Consultancy Services (TCS), Convergys, and Oracle for the implementation of a customer services enhancement project. H.E. Dr. Mohammad Al-Jasir, Chairman of STC’s Board of Directors, signed the agreement in a ceremony specially held on this occasion 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’s customer services systems and utilize 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 agreement covers the installation of the agreed state of the art systems and integrating them with STC’s existing infrastructure, knowledge transfer, training of STC personnel on how to use them, provision of consultancy services, project management, and provision of maintenance and technical support services.
H.E. Dr. Mohammad Al-Jaser, Chairman of STC, highlighted the key role of this project in reinforcing STC’s customer relations, commenting, “The new project is another milestone in the creation of additional communication channels with our customers, which will eventually have a positive impact on return on investment.”
“The project is an extension to the substantial investments injected by STC, the leading telecom operator in the Middle East and North Africa, in upgrading the telecom infrastructure, facilities and systems across the Kingdom. It is a part of STC’s commitment and keen endeavors to utilize the latest technologies available worldwide to serve its customers in the Kingdom,” said Dr. Al Jaser.
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 were 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, i.e., Convergys and Oracle, in provision of the required technology solutions. 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. 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.”
“STC has a strong record of innovation and commitment to the Saudi market, both through the introduction of up to the minute applications and services, as well as socially responsible programs that benefit communities across the Kingdom. We are delighted to be working closely with STC to sharpen its competitive edge through world-class customer service solutions, to become an agile, customer focused business. STC has proven itself a leader in the region in harnessing technology to establish a competitive edge in an ever-changing marketplace, driving overall economic growth and focusing on increasing standards of service at all times, in all areas,” concluded Al Thehaiban.
Implementing the world-class customer relationship management (CRM) solutions from Oracle’s Siebel Systems, including the Geneva Billing System, will ensure that all customer contact is backed up with a full history, enabling the agent to provide the right information at the right time, resulting in satisfied STC customers. Implementing leading solutions from Oracle’s Siebel Systems will empower STC agents whilst also integrating their activities with its payments system, as well as making the real time data visible to the management team, increasing their ability to react quickly to issues that may impact the business.
Mr. Ramadorai, CEO and Managing Director of TCS said: “We are glad to work 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. 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 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.
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.
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.
