Page 7 - SAMENA Trends - December 2020

FEATURED SAMENA TRENDS

projects that uses capabilities of NB-IoT
technologies in smart energy management
and consumption. It will implement 10
million smart meters across the KSA for the
Saudi Electricity Company (SEC), including
management, manufacturing, installation
and operating, digital connectivity,
and technical connectivity with other
management systems. This project was
started in December 2019 and is expected
to be completed by March 2023.
Q. What are the core enhancements in
digital customer experience that Mobily
has introduced?
A. Mobily has revamped its operating
model and its HR Unit. This has already
Q. In retrospect, how has the Year 2020 digitalization to deal with this challenge shown significant improvement in opera-
been uniquely challenging for your successfully. Our focus in this regard has tional excellence, employee engagement,
operations and what core strengths did been on user experience, which was greatly and customer experience.As an import-
Mobily bank on to tread through these enhanced through the revamped Mobily ant step towards better customer experi-
challenging times? app. As a result, penetration of digital ence and enhanced digitalization, we have
A. In multiple ways, 2020 has indeed been sales recharges and customer interactions recently launched a direct carrier billing
extremely challenging for Mobily, like the (through digital channels) have multiplied service with Google. This service allows
rest of the telecom industry and in fact, many folds resulting in faster time-to- Mobily customers to pay for their online
the entire local and global economy. These market and better customer engagement transactions on Google Play Store while
challenges have allowed Mobily to prove and satisfaction. the charge appears on their mobile phone
that it can rely on its intrinsic strengths as bill without the need for a credit card. Fur-
a modern integrated telecom operator with Q. During the SAMENA Accelerator on Fiber thermore, according to the CITC customer
excellent technical and human resources Deployment in November 2020, SAMENA experience report, Mobily has received the
to stand the test of time. As the pandemic Council reiterated to regional Regulators lowest number of complaints in fixed ser-
increased the traffic on digital channels and Policymakers the need to accelerate vices for six consecutive quarters, and reg-
dramatically, Mobily relied on its agility, Fiber infrastructure. What Fiber initiatives istered the lowest number of complaints
efficient internal and external integration, has Mobily taken on this front? in mobile services for eight consecutive
and operational excellence based on A. The FTTX open access Initiative has quarters among the mobile operators.

Mobily announced one of been very successful for Mobily, and we We have also launched a Chat Bot service
have achieved the highest FTTH sales
MENA's largest projects per year since the start of Mobily’s FTTH to further enhance customer experience. It
that uses capabilities of services. This initiative gives users the provides always-on customer service with
option to select their preferred operator to
reduced wait time and personalized human
NB-IoT technologies in enjoy the services as well as benefit from interaction while providing impactful busi-
smart energy management new customer experience. ness insights for improving our services.
and consumption. It will Q. What are Mobily's notable collaborative Q. In the leading 5G market of Saudi
implement 10 million achievements in recent times? Arabia, what are Mobily's contributions in
smart meters across A. The launch of the National eSIM Platform the 5G service growth?
has been an important achievement in the
A. Mobily’s 5G services now cover 70% of
the KSA for the Saudi recent past. We have collaborated with all major cities. Customers can now enjoy
Electricity Company (SEC), other operators and government agencies much more reliable connectivity, the lowest
including management, for the successful launch of this platform. response time, and higher performance in
We believe that this is an essential
crowded areas. This is expected to improve
manufacturing, installation milestone in the digitalization of telecom customer lives while boosting the national
and operating, digital services in the Kingdom. Mobily also economy and helping in the realization of
has a multitude of services and projects
a digital Saudi society. According to the
connectivity, and technical supporting and enabling digitalization Global Speed Index, Mobily is proud to
connectivity with other in adjacent sectors (e.g. education, be one of the operators that contributes
health, and energy). For example, Mobily
to reaching the highest speed of Mobile
management systems. announced one of MENA's largest broadband.

7 DECEMBER 2020