Before, Mobily manually distributed Siebel service requests and lacked visibility into the workloads, capacity, and average handling times. So it was hard to prioritize work correctly. Agents would also cherry pick and complete the simplest tasks first, resulting in degrading service levels and customer experience.

With Enterprise Workload Management, Mobily back-office operations now run like clockwork. Incoming requests are prioritized automatically and routed to the best skilled agent. With performance stats at their fingertips, supervisors can reassign resources on the fly and have time to coach team members.

Mobily customers don’t wait for responses. Agents now multi-task. The system alerts supervisors to any unresolved cases before they can jeopardize the SLAs. The end result is fairer and more transparent work allocation for employees and fewer complaints and higher quality outcomes for customers.

Benefits:

  • SLA achievement increased from 75% to 92%
  • Customer satisfaction improved by 35%
  • Financial payback within 10 months

“Satisfaction has rocketed from 40% to 75%. And we manage very differently now. We do everything in real time and no longer have to make decisions based on yesterday’s data.”

Sary Shukry
Head of Operation Development, Complaint Management,
and Mobile Number Portability
Mobily

Challenges

  • Improve visibility into workloads and agent performance
  • Optimize work prioritization and distribution