Telecom provider improves customer service using automated workflows
Like most companies, Wataniya Mobile, a leading telecom provider for the Palestinian Territories, implements processes to make their business run easier and faster. But what happens when the process gets into the way of success? Asem Nairat, BI and SharePoint Team Lead at Wataniya Mobile introduced Nintex to stop the endless string of process-related emails and phone calls interfering with serving Wataniya’s clients.
Wataniya uses Nintex Workflow and Nintex Forms to manage a number of business processes from HR, marketing, and customer service. Through Nintex, Nairat also integrated Oracle ERP, SAP and SharePoint. Approximately 84 of his workflows interact with 80 sophisticated forms, with an additional 20 forms benefiting from simple workflows designed to manage permissions or sync emails.
Wataniya used SharePoint Designer to create workflows. It wasn’t unusual to use three employees to create a single workflow in SharePoint. But the work to improve the process took too much time.
Wataniya streamlined processes, saved time and ultimately revenue increased when the company implemented Nintex to automate key business processes, such as customer onboarding, self-service client portal updates and document approvals.
Mobile forms improves productivity and drives satisfaction
“Using Nintex Forms, we can modify the look and feel, and integrate with mobile forms. All of this also makes for user satisfaction,” explains Nairat.
Looking ahead, Nairat predicts Wataniya Mobile will bring the benefits of Nintex to more employees with a move toward cloud computing. As users are increasingly on different platforms and multiple devices, cloud computing can support and expand the company’s current on-premises solution.
He also plans to move beyond responsive design to designing forms specifically for the mobile environment. People can access data from a variety of devices and Nairat seeks to provide a positive user experience no matter what the platform or device.
I’ve been an IT guy, a developer and SharePoint administrator. I have only three fears: that the electricity will be off, the internet connection will be off or that Nintex will be off. I don’t worry much about that last one."