Case Study: Mobily achieves 92% SLA and 35% higher customer satisfaction with Genesys Enterprise Workload Management

Mobily transforms complaint handling

Mobily, a leading MENA mobile operator and early 4G adopter, faced declining back-office performance and customer experience due to manual Siebel task distribution, limited visibility into workloads and handling times, specialist silos, and agents cherry-picking easy tasks—leaving SLA achievement around 75% and customer satisfaction near 40%.

Implemented by IST, Genesys Enterprise Workload Management moved Mobily from a pull to a push model with automated prioritization and skill‑based routing, real‑time supervisor dashboards, and on‑the‑fly reallocation. The result: SLA achievement rose to 92%, satisfaction climbed to 75% (a 35% improvement), handling times fell, productivity is expected to improve ~40%, and the project delivered a 364% ROI with payback in 10 months.

Mobily

Sary Shukry

Head of Operation Development, Complaint Management, and Mobile Number Portability