Saudi Telecom Company Connects Analytic-Enabled Insights to Improve Customer Experiences As the leading information and communication technology provider in the Kingdom of Saudi Arabia, Saudi Telecom Company (STC) uses integrated data and advanced analytics to achieve a new level of customer understanding. This allows STC to deliver enhanced, targeted, and engaging o ers that improve the customer experience while also achieving its goal of moving to a digital environment.
STC Services
COMPUTER INTERNET LANDLINE TELEVISION NETWORKS MOBILE
Moving to Digital Saw Impressive Results
80% 56% customer satisfaction, reduction in service up from 55% in 1 year center calls in 4 years 98% of bills are paperless 90% 85% of service center calls customer satisfaction answered within 30 for the My STC mobile seconds, up from 30% app, up from 75% in in 4 years 1 year
STC LOYAL SOCIABLE Mobile Phone TRADITIONAL LABOR Customer Segmented PREMIUM DATA JUNKIES Groups TEXTERS SLEEPER
Increased profitability by lowering costs associated with no– Highly personalized, or low-profit customers dedicated channels for high-value customers Optimizing Customer Experiences Enables New Value Expanding and right- sizing 3G and 4G Delivery of products networks to meet and experiences aligned evolving needs with customer wants and expectations
Drive e ciency Lead the enterprise & with an emphasis government telecom on an e cient markets in the region culture across the company 6 Strategies to Pursue strategic Lead the investments to consumer data Execute support growth market STC’s Mission objectives and Vision
Focus on capable Shape win-win people, empowered government to perform outcomes
Themes for STC’s “The Next Horizon” Strategy
Drive profitable growth.
Invest in and enable the knowledge-based economy.
Transform the culture and the business.
SAUDI TELECOM COMPANY BY THE NUMBERS
9COUNTRIES IN $13.8B 3CONTINENTS IN ANNUAL REVENUE 54.6M 17K SUBSCRIBERS EMPLOYEES
MORE MARKET SHARE MORE MONEY 60% $400K MARKET SHARE PER DAY IN REVENUE, UP FROM $267K PER DAY
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