Tag Archives: STC

Thoughts on Cloud Computing

cloudOver 10 years ago, while I was still in Africa & we planned for rolling out remote backup, email & domain hosting, platform management, in addition to some other services. Later on, in MTN, such services were flagship projects that were being promoted internally, waiting for the right time to launch. Later on, working with STC, domain & email hosting, managed router service, and some other services have been operational for sometime. Although in both cases, these services did not pick up once launched, two years ago the hype around the cloud boosted their sales up.

The cloud has been there and been provided in different companies for a very long time. Blackberry has provided email services & email push for sometime. The cloud services have been around since the early 2000’s but have not picked up sales and rollout as expected.

Some of the reasons for slow penetration in the market is due to the security threats, lack of trust, high CAPEX to roll out, quality of service, in addition to some other reasons. Customers on one end are hesitant to buy cloud services while providers are promoting or commoditizing these products and services the right way to entice these customers. Some companies have even pushed commission on cloud sales 5 times more than their traditional products.

Mobile cloud sales (mobile apps that store & process data at a datacenter) are the best model of successful cloud services; however, most of these are consumer cloud services rather than enterprise cloud services. The cloud has been intended for the enterprise though!

The billion dollars question is: how to promote the cloud?

To do so, companies need to look at what the customers need, want, & are looking for and try to look at things from a customer’s point of view. Only then would the cloud fly high and become the center of all computing.

Bad Customer Experience from Leading MNO’s in KSA

So I decided to change from STC due to bad service. The reason for that is the lousy customer service by STC, whether through call center, walk-in centers, or online applications (especially while roaming). I have stopped services on STC and they still billed me for these stopped services. So I grabbed my phone and headed down the road to Mobily walk-in center hoping their welcome services & knowledge would be better!

To my amazement, the CC agent had to swap over 10 cards without giving us any reason for the delay. He was consulting with is colleague about the issue and not knowing what to do and why the system was not accepting the cards. We left and decided to come back after dark. On our next visit, the issue of the cards has been solved; however, upon activating the service, the CC agent (another agent) did not know what kind of data packages Mobily had!!!!!! All I could think about was: if this guy worked for me, I would fire him on the spot!

To add to my fury, I have applied for a package through USSD and it has been over 24 hours without any feedback from their system! I am not sure what kind of customer service does any of the two leading operators in KSA give. With such bad quality of service from both MNO’s, I am pretty sure that the poorest & most mismanaged MNO in Africa does not have such bad customer experience! I would have expected a lot more from a multi-billion dollars worth MNO’s.