STC Kuwait (Previously VIVA) is one of the leading telecommunication companies in Kuwait with a customer base of over 2 million subscribers and a national market share of almost 30%. STC was established in 2008 and it is publicly listed on the Kuwait Boursa.
STC offers an innovative range of advanced products and services, a state-of-the-art 5G network, and access to a world-class service.
As a customer-centric service provider, STC has made it a priority to make life easier for its customers. To this end, STC evaluated all the touchpoints with customers and it was clear that onboarding and retention were two key areas to improve since they were still running mostly on paper forms.
STC partnered with NVSSoft to automate those processes and get rid of paper completely.
Learn more about STC’s experience.
All the forms for onboarding new customers or taking in requests from existing customers were in paper format which made them very difficult to process and validate. The manual process was tedious for both customers and agents, and it was prone to errors and missing information. The challenge became tougher as it cascaded down to STC’s network of branches, franchisees, dealers, and sub-dealers. STC needed a scalable and practical solution that can be implemented across all the geographically spread points of sale and customer service.
Manual processing meant frequent cases of wrong, incomplete, or mismatching data, missing documents, wrong activations, and lost contracts.
Customer data was often mismatching what STC had in its billing system, and there was no workflow in place to validate such data or the ID documents of customers.
STC needed a solution that would efficiently automate the onboarding, retention and data validation processes while at the same time integrating closely with its TABS CRM and billing system.
STC needed to archive its existing paper records and make them available for retrieval along newly generated documents.
NVSSoft® Kuwait proposed a comprehensive solution featuring a customized branch automation system built on ArcMate EZIFlow® business process automation platform and integrated with the TABS CRM and billing system; ArcMate Enterprise® Data Center as the backbone document management system, and ArcMate Capture® high-volume scanning solution for the backfile conversion.
The branch automation system is triggered from within TABS to produce the required electronic forms which are accessible on computers, custom-built tabular devices, as well as from within network scanners.
With the help of peripheral devices, agents can capture the customer’s signature and fingerprints to be embedded in the electronic form.
Customer identification information is captured from their smart national ID cards using chip-reading devices. For customers still carrying the old ID card with no chip, the branch automation system uses ABBYY FineReader OCR engine to read the customer data off the card in both English and Arabic.
The branch automation system integrates with TABS database to pull customer data for agents to cross-check and validate against documents.
Completed forms are stored along with their attachments in ArcMate Enterprise® Data Center enterprise document management system for later retrieval.
NVSSoft® Kuwait provided backfile conversion services using ArcMate Capture® high volume scanning solution to digitize STC’s old paper-based records.