Salam, formerly known as ITC, is a leading Saudi-based telecom provider offering next-generation information and communication technology (ICT) solutions for broadband, connectivity, cloud computing, and managed, security, satellite, and internet services for government, businesses, wholesale, and consumer sectors in Saudi Arabia.
Salam operates two international gateways connected to the 17,000-kilometer Saudi National Fiber Network (SNFN), an independent, state-of-the-art, high-capacity fiber optic network connecting all major cities in the Kingdom. The company is dedicated to helping businesses be smarter, digital, integrated, and secure as part of Saudi Arabia’s Vision for 2030 initiative.
Salam relied on internally developed systems to manage employee and customer service management requests. As a result, the company had no clear processes or methodology to centralize and resolve incoming service inquiries. Salam wanted to improve day-to-day operations and customer satisfaction while empowering its employees to be more productive. If Salam did not make changes, the organization would risk missing its target key performance indicator (KPI) benchmarks, negatively impacting its brand reputation, and potentially losing customers.
After considering several leading ITSM solutions in the market, Salam selected a BMC ITSM solution that offered:
The BMC ITSM solution empowered Salam to establish a centralized IT service desk to manage the end-to-end delivery of IT services across employees and customers. Salam can now fulfill user requests, resolve service failures, and execute routine operational tasks while reducing manual intervention. Other critical capabilities include:
The solution is now Salam’s framework for setting its service management strategy across its growing portfolio.
The BMC ITSM solution has allowed Salam and its network operations center (NOC) to improve tracking of end-user requests, integrate with the company’s telecommunications services, and meet KPIs. Additional benefits include:
Salam has successfully continued to grow its business and most recently expanded its BMC ITSM solution deployment into its new, high-profile mobile virtual network operator (MVNO) business unit, with further business unit expansions planned. The solution’s multi-tenancy approach has also allowed Salam to continue expanding the IT service management footprint efficiently while realizing economies of scale.
The BMC ITSM solution is helping Salam drive innovation. The company has established a roadmap to eventually move to a SaaS environment for deeper-level agility and efficiencies and is also testing BMC Helix Discovery for better asset management and dependency modeling, with planned enterprise-wide deployments. Salam has invested in BMC Digital Workplace and continues to explore opportunities to expand its integration with and usage of the BMC ITSM solution to support new solutions and services in its own solution portfolio.
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