CASE STUDY
Kuwait Telecommunications Company , a leading telecom operator in Kuwait , has announced successful transformation of its customer support operations , resulting in 400 % reduction in customer response time . The telecom company could bring in this major transformation with the integration and deployment of an IT Service Management solution from enterprise IT management company , ManageEngine .
This is an achievement for Kuwait Telecommunications Company , in its commitment to provide exceptional service to its growing customer base of more than 2.4 million .
Kuwait Telecommunications Company started its journey with ManageEngine through the implementation of IT Service Management solution , ServiceDesk Plus , before venturing into other offerings such as OpManager , Application Manager and Analytics Plus .
Legacy operations and pain points
With the significant influx of customer support requests , and with manual IT operations , Kuwait Telecommunications company was struggling to address customer concerns . The company recognised the need for a cutting-edge solution to expedite response time and enhance operational efficiency .
“ One of the perennial challenges for us is to ensure the IT infrastructure keeps up with the demands of the telecommunication market , as the technology used is always changing . For the customer support team , this means having an IT infrastructure that can adapt to changing customer needs and market dynamics ,” said Saud Al Akili , Head of Customer Support at Kuwait Telecommunications Company .
Dealing with sensitive customer information and ensuring data security and compliance was paramount ,
THIS IS AN ACHIEVEMENT
FOR KUWAIT
TELECOMMUNICATIONS COMPANY , IN ITS COMMITMENT TO
PROVIDE EXCEPTIONAL SERVICE TO ITS
CUSTOMER BASE OF 2.4 + MILLION .
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