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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.

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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