Ooredoo Kuwait - Best New Mobile On-Demand Application

Company: Ooredoo Kuwait
Entry Submitted By: FTI Consulting (Singapore)
Company Description: Ooredoo Group is a leading international communications company delivering the leading data experience across the Middle East, North Africa and Southeast Asia.
Nomination Category: Product & Service Categories - Business Technology Solutions
Nomination Sub Category: Mobile On-Demand Application

Nomination Title: Ooredoo Kuwait: My Ooredoo App

If this is a brand-new product, state the date on which it was released. If this is a new version of an existing product, state the date on which the update was released:

My Ooredoo app was launched in 2013. The current version is version 9.1.1.

Through the My Ooredoo App, Ooredoo Kuwait has helped to successfully transform Kuwait’s telecoms industry to an end-to-end digital customer journey model.

One of the app’s flagship features is “ANA”, a first-of-its-kind customizable digital mobile plan, which gives customers complete control of their mobile plans and digital worlds. “ANA” was launched in 2019 and enables customers to buy, manage, share and pay for services digitally, without needing to enter a physical store. Customers are empowered to choose and customise the digital package according to their unique needs through features like eSIM, roaming and booster packs, allowing them to create their own mobile number, make appointments, track health, and pay bills at the tap of a finger.

The app also includes a service called “Ooredoo Surprise”, which provides personalised offers based on customers’ usage patterns and interest. This is a unique feature of the My Ooredoo app that isn’t offered by any other provider in the market. Moreover, Ooredoo’s loyalty program has also been fully migrated into the digital channels as part of the company’s digital transformation strategy.

Additionally, Ooredoo’s loyalty program has been fully integrated, and the app includes special deals exclusive for Ooredoo customers.

Guided by Ooredoo Group’s vision as a digital enabler, Ooredoo Kuwait is working to provide the latest technologies and solutions to the people of Kuwait and has taken an early global lead in 5G as part of its digital transformation strategy. Ooredoo Kuwait recognises the unparalleled potential of digitalisation and is continuing to progress towards a fully-digitalised, smooth and seamless mobile and internet experience for its customers.

Ooredoo Kuwait’s digital transformation efforts have resulted in a 36% jump in digital customer care interactions from 2019. Additionally, more than 1.2 million Ooredoo Kuwait customers have used the company’s digital self-care channels (i.e. My Ooredoo App & MyAccount portal), while the use of e-payments has increased significantly. Specifically, the My Ooredoo Kuwait App has also been downloaded over a million times and is ranked among the top 10 most popular free apps in the country.

The use of digital channels amongst Ooredoo Kuwait’s customer base has increased significantly. Digital sales across all company platforms increased fifteenfold in 2020 compared to 2019, with 60% of bill payments and 40% of recharging transactions carried online. My Ooredoo App’ reached one million monthly active users, and ‘ANA’, increased its active base to four times its size in 2019. My Ooredoo App is currently ranked number 2 tool app in the Google App Store and number 6 utility app in the Apple App store.

Ooredoo Kuwait’s investment in digital channels has contributed to a significant improvement in the company’s performance. Ooredoo Kuwait Revenues were KWD 209.8 million in 2020, compared to KWD 231.3 million in 2019 and EBITDA was KWD 52.0 million in 2020 compared to KWD 72.4 million in 2019.

Other highlights:

-Significant growth in Ooredoo Kuwait digital user base and supported an increase in sales through the My Ooredoo App
-Investments in technology and the customer experience, enabled Ooredoo Kuwait to maintain a healthy consolidated customer base
-Ooredoo Kuwait continued to accelerate its digital strategy to create a seamless user experience and drive growth of its digital customer base
-Launched ProPing service, the first and leading gaming platform service in Kuwait, over its 5G network.
-Increase in digital user numbers and digital revenues by 90%.

My Ooredoo App
https: //www.youtube.com/watch?v=1Gu_haqwZjA

My Ooredoo Kuwait – Google App Store – reviews
https: //play.google.com/store/apps/details?id=com.wataniya&;hl=en_US&gl=US

Google App ranking – My Ooredoo App
https: //www.similarweb.com/apps/top/google/store-rank/kw/tools/top-free/

My Ooredoo App Kuwait Apple Store – reviews and ranking
https: //apps.apple.com/kw/app/my-ooredoo-kuwait/id549770639

Video - My Ooredoo App Kuwait
https: //www.youtube.com/user/ooredooinkuwait