Case Study: Ooredoo achieves rapid digital onboarding, cost savings and regulatory compliance with Tungsten Automation

Ooredoo Embraces Digitization and Cutting-Edge Mobile Technology to Transform the Customer Onboarding Experience

Ooredoo, a leading international telecommunications provider, was hindered by a paper-driven onboarding process—handling about 5 million new mobile contracts a year in Algeria—where customers filled forms and IDs were physically collected, scanned and manually entered into systems. That workflow caused delays of up to three weeks, increased costs and errors, and exposed the company to compliance risk under strict government regulations.

Working with CaptureDoc and Kofax (SignDoc, Mobile Capture, Insight), Ooredoo implemented a fully digital, end-to-end onboarding system that captures e-signatures and ID documents at point-of-sale, uploads them in real time to Siebel CRM, and triggers instant SIM activation. The result: contract processing reduced from weeks to minutes, near-elimination of manual data entry and compliance risk, better customer insight and experience—and measurable business benefits including revenue and profit growth and a 5% increase in Algeria customers.

Ooredoo

Imed Soussou

Chief Technology Officer