Etisalat wants to e-bond

Etisalat is taking its customer services into cyberspace, with the inauguration of its E-Shop site. The site initially announced last week, goes live at the show today.

  • E-Mail
By  Greg Wilson Published  October 13, 2001

Etisalat is taking its customer services into cyberspace, with the inauguration of its E-Shop site. The site — accessible through www.etisalat4me.co.ae — initially announced last week, goes live at the show today.

“We’re getting closer to our customers, and providing services for their convenience,” says Khalid Al Kaf, general manager, network services, Etisalat.

“The main objective here is to form an e-bond between our customers and our products and services.”

E-Shop’s services mainly focus on consumers and small-to-medium businesses. However, Etisalat intends to expand the service to corporate clients and government agencies next year.

Visitors can opt to become either a registered user or a confirmed customer. Registered user customers can fill out fairly straightforward online forms, and a user ID and password are then sent via SMS to their mobile. Registered users can check for up-to-the-minute billing information and pay online via their credit card.

To become a confirmed customer, users are required to show identification at an Etisalat office. Confirmed users can gain greater access to more extensive account information and pay bills for friends and family.

In it’s bid to build an e-bond, Etisalat is also enabling it customers to upgrade mobile services via the site.
For example, says Al Kaf mobile customers will be able to upgrade call waiting to conference call, and activate the services, within “just three minutes.”

The portal also enables customers — of all services — to track the status of their inquiry, complaint, or request for services through the site. E-Shop also allows users that are browsing the site and have a question, to request assistance.

Obviously the entire project has required a lot of backend integration to consolidate all the customer information — regardless of whether the customer is a mobile user or an Internet subscriber — and build a single view of the customer.

Al Kaf declines to name vendors that were involved in putting the E-Shop solution together.

However, the work to develop the business and technical processes has taken a year.
GO TO STAND: E7-1

Add a Comment

Your display name This field is mandatory

Your e-mail address This field is mandatory (Your e-mail address won't be published)

Security code