---
title: E&'s Customer Experience Transformation | Motive SMP Case Study
description: Discover how a leading E& used Motive’s Service Management Platform to boost First Call Resolution by 90% and reduce inbound calls by 40%.
---

# **Inside the C****ustomer 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.**

![EAND.etisalat-logo-white](https://44869391.fs1.hubspotusercontent-na1.net/hub/44869391/hubfs/EAND.etisalat-logo-white.png?width=300&name=EAND.etisalat-logo-white.png)

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

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