Case Study: Saudi Telecom achieves 55% reduction in service tickets and higher system availability with Dundas Data Visualization

Saudi Telecom - Customer Case Study

Saudi Telecom Company (STC) is one of the region’s largest telecommunications providers, serving over 160 million customers across the Middle East, Africa and South Asia. Facing acres of operational data from millions of daily customer interactions, STC struggled to prioritize and contextualize key metrics—executives lacked direct access to KPIs and the data centre was largely reactive, relying on technical teams to surface issues after they occurred.

After evaluating 15 vendors STC implemented Dundas Data Visualization, working with on-site consultants to build tailored, drillable dashboards that turned monitoring from reactive to proactive. The dashboards now occupy nearly a quarter of the data-centre display wall and delivered immediate impact: service tickets fell 55% in the first year, system availability and customer satisfaction rose, adoption rates were high, and STC saw increases in customer base and revenue through faster root-cause identification and resolution.

Saudi Telecom

Waleed Al Eshaiwy

IT Manager