Etihad Etisalat “Mobily” received ORACLE Innovation Award in communications for its initiative in linking “Twitter” users with customer relations management system (CRM), at the annual Oracle Communications Customer Advisory Board (CAB).Mobily’s COO Abdulaziz Al-Tammami said that “receiving such award motivates Mobily to stay proactive in the field with different initiatives and creative ideas.
He added, “We are proud of this outstanding achievement which was done by IT team is and it’s an achievement for all Mobily staff, and we always highlight that our real wealth lies in the Mobily’s manpower who are passionate to better serve their customers” he then continued, “via our (GED) strategy, we aim to achieve advanced levels of customer service, and winning this award shows how proactive we are in terms of providing ultimate customer service through different channels; especially in social networks.
From his side, Bhaskar Gorti, senior vice president and general manager, Oracle Communications said “Mobily has demonstrated extraordinary innovation and leadership in the usage of Oracle Communications’ solutions; to develop integrated products that fulfill its customers’ needs and takes Mobily to the next level.” “We want to congratulate Mobily on its outstanding achievements” he added.
Earlier this year, Mobily launched its one of a kind initiative which allows Mobily’s customers to add their usernames to their information in customer care database, and automatically get instant responses to their complaints or inquiries through Twitter easily. The aim of this method is to reply to customers’ inquires or complaints immediately in the form of “mention” and a request number, and customers will then be provided with the details through their personal accounts on Twitter automatically. Customers can easily link their usernames by following very simply steps; starts with following Mobily account for customer care (@Mobily1100), then tweeting. Following that, users will get mentioned with to update their information in the customer care database by adding their twitter usernames.
It is worth mentioning that Mobily’s customer service has been taken into a whole new level after launching this initiative and linking its customers relations management system with “Twitter”. This initiative has contributed significantly to the diversity of channels that customers can use to get the information they need anywhere, anytime.
