Executive Summary
Ooredoo Qatar leads Qatar’s digital transformation agenda by strategically leveraging cutting-edge technology platforms to solve complex business challenges and unlock unprecedented customer value. As part of the pioneering digital strategy, Ooredoo Qatar implemented CleverTap as a technology enabler to transform customer engagement and achieve 14 percentage point increase in app engagement to 86%. This strategic partnership exemplifies Ooredoo’s commitment to being at the forefront of telecommunications innovation, setting new industry benchmarks through visionary leadership and strategic technology adoption.
Ooredoo Qatar: Digital Leadership in Action
Ooredoo Qatar is the nation’s leading telecommunications provider, playing a pivotal role in shaping Qatar’s digital future. As a proudly Qatari company, Ooredoo has consistently delivered world-class services across mobile, broadband, entertainment, and enterprise solutions, serving consumers, businesses, and government entities alike. Its commitment to innovation and excellence has made it a cornerstone of Qatar’s digital infrastructure and a key enabler of the country’s transformation into one of the best-connected nations globally.
At the heart of Ooredoo Qatar’s success is its network, which offers unmatched connectivity through high-speed 5G, fibre, and next-generation services. This infrastructure supports everything from daily communications to smart city applications, reinforcing Ooredoo’s role as a strategic technology partner in national development.
Recognizing the need to evolve beyond traditional telecom models, Ooredoo Qatar identified critical challenges that were limiting its ability to deliver personalized, real-time customer experiences. These included fragmented digital profiles, siloed systems, and missed opportunities for targeted digital engagement. In response, the company made a strategic decision to rearchitect its digital engagement approach, selecting CleverTap as a key technology partner to address these pain points and unlock new levels of customer value through intelligent, data-driven personalization.
With CleverTap’s seamless integration and multichannel capabilities, we now execute complex CVM campaigns with ease. The customization and uptake of our CVM offers have improved drastically.’’
Rahul Verma,
Associate Director, Digital Enablement
Business Results: Ooredoo’s Digital Leadership Delivers Value
Ooredoo Qatar’s strategic technology implementation achieved remarkable business outcomes within eight months:
| Performance Metric | Improvement | Current Performance |
|---|---|---|
| App Engagement | +14 percentage points | 86% |
| Campaign Engagement | +1.5 percentage points | 4.9% |
| Conversion Rates | +10 percentage points | Industry-leading performance |
Ooredoo’s implementation delivered comprehensive operational excellence:
- Multichannel Campaign Execution: Seamless delivery across push notifications, in-app messages, WhatsApp, and SMS
- Scalable Personalization: Real-time content customization across hundreds of concurrent CVM campaigns using liquid tags technology
- Partner Ecosystem Enhancement: Strategic data integration with partner applications through SDK implementation, creating mutual value opportunities
Strategic Business Challenge: Innovation Through Problem-Solving
Core Business Challenges Identified:
- Personalization Gaps: Multiple users registered under single accounts created communication inefficiencies, reducing engagement effectiveness
- System Disconnection: Valuable Customer Value Management (CVM) offers remained isolated from real-time customer behavior data
- Missed Revenue Opportunities: Suboptimal targeting and delivery mechanisms were hampering conversion potential
Ooredoo’s Strategic Technology Implementation
Vision-Driven Platform Selection
Ooredoo Qatar’s leadership team strategically selected CleverTap as the technology enabler to execute their customer engagement transformation vision. This decision reflected Ooredoo’s methodology of identifying best-in-class technology partners to accelerate digital innovation while maintaining strategic control over customer relationships and business outcomes.
Innovative Architecture Design
Ooredoo’s technical leadership team pioneered a groundbreaking user profile architecture that reconfigured traditional telecommunications customer models:
- Service-Level Personalization: Ooredoo redesigned customer profiles at the granular service level, enabling unprecedented personalization precision
- Unified Ecosystem Integration: Strategic integration across telecom, TV, financial services, and partner applications created comprehensive customer insights
- Real-Time Decision Engine: Ooredoo implemented sophisticated webhook campaigns triggered by live customer behavior, ensuring optimal timing for all communications
Advanced Digital Strategy: 360-Degree Customer Intelligence
Ooredoo Qatar established industry-leading customer intelligence capabilities by unifying data streams across its entire digital ecosystem:
Strategic Data Integration:
- Telecommunications Services: Core mobile, internet, and connectivity data
- Digital Entertainment: TV and streaming platform interactions
- Financial Services: Payment and financial product engagement
- Partner Network: Third-party application and service usage patterns
- Web Platform Analytics: Complete digital journey mapping
This comprehensive approach enables Ooredoo to anticipate customer needs proactively rather than reactively responding to expressed demands, positioning the company as a true digital transformation leader.
“Ultimately, our focus is on staying one step ahead of customer needs so we can fulfill them proactively,” explains Rahul. Ooredoo achieves this through sophisticated data warehouse integration, where enriched customer profiles are continuously updated with GSM data and fed back into real-time engagement systems.
Future Innovation Roadmap: Ooredoo’s Continued Leadership
Ooredoo Qatar’s digital transformation strategy extends far beyond current achievements, with an ambitious roadmap for continued innovation leadership:
Next-Generation Capabilities:
- AI-Driven Personalization: Implementation of predictive customer intelligence to anticipate needs before they emerge
- Complete Process Automation: Full backend automation for recharge, bill payments, and service management
- Enhanced Partner Ecosystem: Expanded strategic partnerships leveraging advanced data sharing and mutual value creation
Industry Impact: Setting New Standards
Ooredoo Qatar’s strategic approach to digital transformation demonstrates how telecommunications leaders can leverage technology partnerships to solve real business problems while maintaining competitive advantage. The seven-year strategic relationship with CleverTap represents Ooredoo’s commitment to long-term innovation partnerships that deliver sustained business value.
This case study highlights the partnership between Ooredoo and CleverTap in driving strategic technology adoption. By combining Ooredoo’s vision to address key business challenges with CleverTap’s industry-leading engagement platform, the two organizations co-created innovative solutions that delivered measurable outcomes and set new benchmarks across the industry.
Ooredoo Qatar continues to lead Qatar’s digital transformation, proving that strategic technology leadership combined with innovative problem-solving can unlock unprecedented customer value and business growth in the rapidly evolving telecommunications landscape.
CleverTap’s flexibility allows us to configure profiles to any hierarchy within the telecom industry. We leveraged this to reconfigure profiles at the service level, which is the lowest level, so we could easily deliver the granular degree of personalization we aim to achieve.”’
Khawaja Waseem Arshad,
Manager, Digital Enablement
