Nintex > Case Studies > Wataniya Mobile Enhances Customer Service with Nintex Automated Workflows

Wataniya Mobile Enhances Customer Service with Nintex Automated Workflows

Technology Category

Infrastructure as a Service (IaaS) - Cloud Computing
Robots - Wheeled Robots

Applicable Industries

Finance & Insurance
Telecommunications

Applicable Functions

Sales & Marketing

Use Cases

Time Sensitive Networking

Services

Cloud Planning, Design & Implementation Services
System Integration

About The Customer

Wataniya Mobile is a telecommunications provider based in the Palestinian Territories. The company offers a range of services to its customers, including voice, data, and mobile services. Like most companies, Wataniya Mobile implements processes to make business run easier and faster. However, the company was facing challenges with its existing processes, which were proving to be time-consuming and inefficient. The company was also spending a significant amount of money on these processes. The main reason for introducing Nintex was to streamline these processes and improve efficiency, while also saving time and money.

The Challenge

Wataniya Mobile, a telecommunications provider in the Palestinian Territories, was struggling with a cumbersome and inefficient process of handling various business operations. These operations ranged from complex HR approvals to marketing requests and finance needs. The company was relying on a combination of emails, phone calls, and in-person conversations, which proved to be time-consuming and unwieldy. The endless string of process-related emails and phone calls was interfering with serving Wataniya’s clients effectively. The company was also spending a significant amount of time and money on these processes, which was affecting its bottom line. The challenge was to streamline these processes and improve efficiency without compromising on quality, security, and user satisfaction.

The Solution

Wataniya Mobile turned to Nintex, a workflow automation platform, to address its operational challenges. The company implemented 84 Nintex workflows and companion Nintex forms, which drastically reduced the time and money spent on business processes and improved employee satisfaction. The Nintex solution allowed Wataniya Mobile to automate processes that were previously handled manually, such as leave requests, overtime, database users, salary and title changes, attendance, handset and marketing campaigns, automated roaming changes, and customer concerns. The company was also able to integrate Nintex with its existing Oracle ERP, SAP, and SharePoint systems. The implementation of Nintex workflows and forms increased the company's efficiency by 300 percent and saved more than $62,000 a year. The solution also met user expectations in terms of quality, security, and efficiency, leading to increased user satisfaction.

Operational Impact

The implementation of Nintex workflows and forms had a significant impact on Wataniya Mobile's operations. The company was able to streamline its processes, reducing the time and effort required to handle various business operations. The solution also improved communication within the company, reducing the risk of errors and miscommunication. For instance, during marketing campaigns, the IT department was able to set up workflows to ensure that customers were billed correctly, reducing billing errors. The solution also improved customer service, with automated roaming changes saving customers money. Looking ahead, Wataniya Mobile plans to extend the benefits of Nintex to more employees with a move toward cloud computing, supporting users on different platforms and multiple devices.

Quantitative Benefit