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success story

Enabling digitalization of customer life-cycle management at Zain

How we helped them connect with millions of customers at a personal level?
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challenge

Move away from traditional methods of customer life-cycle management that compromised the user experience and limited the product offerings.

Cater to dynamic business policies, the need for faster time-to-market, and most importantly, understand and create the infrastructure to serve Zain and other telco (non-Zain) customers on a single platform.

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solution
Nagarro created a highly interactive mobile application to cover the entire span of customer life-cycle management right from acquisition to onboarding, up-sell/cross-sell, and customer service. It provides its customers access to a vibrant ecosystem of ecommerce partners, enabling a seamless customer journey. The app was developed using Magento, and microservices-based architecture was used for the backend.
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outcome
The application enabled Zain to leap from a limited portfolio of traditional services to a diverse portfolio of digital services and omni-channel offerings. The transformation reduces the customer churn and the “cost-to-serve” per customer.