Case Study: Saudi Telecom Company achieves improved customer experience and revenue growth with Teradata Unified Data Architecture

Saudi Telecom Company Calls on Digitalization to Deliver Better Customer Experiences

Saudi Telecom Company (STC), the leading telecommunications operator in Saudi Arabia, faced a fiercely competitive market with slowing subscriber growth, rising churn and pressure from OTT entrants to deliver consistent, personalized customer experiences across channels. To support its “customer first” vision, STC needed world-class analytics and a unified data architecture to understand customer journeys and reduce churn.

STC implemented the Teradata Unified Data Architecture—combining Teradata, Hadoop and analytics—to centralize billing, network, social and behavioral data, segment customers, and deliver next‑best‑offers, DPI insights, geo‑marketing and real‑time contextual campaigns via the My STC app and automated support bots. The digital strategy raised daily revenue from $267K to $400K, grew market share to ~60%, increased CSAT from 55% to 80% (My STC app CSAT to 85%), improved call center service levels from 30% to 90%, cut calls by 56% and pushed paperless billing above 98%.

Saudi Telecom Company