Inside the Customer Care Overhaul at e&
e& UAE, a telco leader in the Middle East, transformed its customer care operations using Motive’s Service Management Platform (SMP).
By consolidating fragmented systems, automating diagnostics, and introducing proactive self-service, etisalat by e& transformed their service operations across 13M+ devices.

70%
Improvement in FCR for Fixed Services
90%
Improvement in FCR for Mobile Services
40%
Reduction in Inbound Calls
Transform Customer Experience & Reduce Costs with AI-Powered Automation
Telecom operators face mounting pressure to innovate while containing costs. This success story reveals how digital operations, AI, and real-time analytics can unlock performance, satisfaction, and efficiency—all in one platform.
Get the Case Study to see how your organization can:
- Develop strategy behind e& UAE’s customer service overhaul
- Use key technologies to enable scalable, AI-led support
- Learn how automation delivered both customer and business outcomes
- Build benchmarks that set a new regional standard