Case Study: Empowering Mobily B2B Support with a Unified SLA-Driven Platform
Mobily faced a pressing challenge—how to handle business customer service requests swiftly and efficiently while adhering to strict SLA timelines. The solution was a sophisticated, integrated platform that enhances the capability of contact center teams, improves visibility, and streamlines operations. This case study outlines how our solution brought clarity, control, and compliance to Mobily's B2B support process.
The Challenge
Mobily's B2B segment was struggling to efficiently manage customer service requests across various channels. Supervisors and agents found it difficult to collaborate in real-time and provide timely support to business customers. The lack of unified visibility risked SLA breaches and potential penalties.
Our Solution
We delivered an intelligent B2B service platform that integrates seamlessly with popular contact center solutions like Genesys, Cisco, Avaya, and Asterisk. The system acts as a smart layer that enables business customers to interact through a complaint portal, calls, or emails—making service initiation simple and fast. Agents gain quick access to a centralized dashboard, improving service delivery while reducing complexity.
The Results
Enhanced agent productivity through backend system integrations and a unified interface. Fulfillment and back-office teams gained real-time visibility into request status. Business customers received faster service, fully within SLA constraints. Supervisors gained tools for better team oversight and performance tracking. Top-level administrators accessed real-time dashboards for strategic planning and resource allocation.
Future Plans
Key Features Delivered
- Integrated multi-channel communication interface (portal, voice, email)
- Compatibility with existing contact center platforms (Genesys, Cisco, etc.)
- Role-based access for agents, supervisors, and admins
- Real-time dashboards and SLA monitoring tools
- Automated workflow routing and request tracking
