Case Study: Orascom Telecom–Mobilink achieves 30% target uplift and higher customer satisfaction with Wavetec's Queue Management System

Wavetec Helps Mobilink Enhance Customers’ Contentment

Orascom Telecom-Mobilink, Pakistan’s market-leading mobile operator with more than 34 million subscribers and 8,000+ cell sites, was struggling with long physical queues and stressed Customer Care staff across its outlets. These conditions prevented personalized service, blocked up‑sell and cross‑sell opportunities, and made it difficult to monitor and motivate individual staff. To tackle this, Orascom Telecom-Mobilink engaged Wavetec to deploy customer flow and queue management solutions, including Wavetec’s Queue Management System and KIOSK Teller Display Units.

Wavetec implemented an electronic queue management platform with CDUs, real‑time monitoring and reporting that balanced workloads, reduced perceived waiting times, and enabled branch managers to act on bottlenecks and track staff performance. The result was calmer, more efficient front offices, higher customer satisfaction and advocacy, improved serving experiences, and measurable business impact — Orascom Telecom-Mobilink exceeded its projected targets by 30% after deploying Wavetec’s solution.

Orascom Telecom-Mobilink

Fasih Khan

Customer Care Representative