For a complex organisation such as stc, the adoption of the latest technologies plays a vital role to drive innovation within the region and globally.
Mr Badr Alshewair, GM, Applications Operations at stc, has the important role of monitoring daily activities to maximise stc’s efficiency, productivity, and profits for the organisation as a whole.
The GM explained that automation is crucial to fulfilling stc’s digital transformation strategy and ensure productivity – with the help of UiPath’s RPA technology, the organisation was able to drastically improve its operations.
He said, “Automation is one of the main pillars of our digital transformation strategy, as we believe it will contribute to increasing our operational efficiency and it will increase quality and accuracy. UiPath, being a market leader in this area, was able to enable us to realise our automation vision for the organisation.”
Implementing UiPath RPA platform has played a key part in facilitating stc’s daily activities and overcoming the challenges posed by legacy technologies, according to Mr Badr.
“stc being a very complex organisation, we faced many difficulties dealing with our processes and transactions due to different legacy technologies we utilised. Implementing UiPath’s solution, we were able to overcome these challenges – the platform itself is very user friendly, this helped our team familiarise with the technology.”
Mr Badr also praised UiPath’s support in training and enabling stc’s internal skillset, something that has helped stc’s staff to overcome the initial resistance to this technology.
He continued, “UiPath Academy also helped us overcome the resistance we faced from some of our teams. It was very important for stc to invest in our internal skill set in order to fully leverage the technology – UiPath has been supporting us with training sessions and on-site support over the past year and a half.”
Mr Mohammed Alsalahi, Section Manager of Consumer Billing Systems Operations, continued by explaining how RPA has helped stc’s workforce to focus on innovative projects instead of repetitive and time-consuming manual tasks.
Mr Mohammed said, “We have reduced the number of people needed to handle manual activities, so that our team can now focus on more innovative projects and planning for the future. Once they understood the value of RPA, our team welcomed this automation journey and are now truly enjoying having more time to think out of the box to drive innovation within the organisation.”
Another benefit of implementing RPA has been the increased availability of stc’s support services. Mr Mohammed explained that with digitalisation, there is an increased demand from customers to receive support as quickly as possible; by implementing RPA, stc drastically improved its response time and availability.
He explained, “At stc, we value our customers above all. Many of our solutions require 24/7 availability – unfortunately, we were only able to cover part of this requirement. We often needed more resources to fulfil this demand, which meant incurring in higher costs for the business. Thanks to RPA, we were able to increase our availability and support, and we managed to reduce our response time from ten hours to ten minutes.”