Schools around the world rapidly embraced distance learning to deliver quality education throughout the pandemic. An education development company in Saudi Arabia saw an opportunity to improve the experience for students at the private schools with which it partners. To more effectively meet the schools’ digitization needs, the company sought to launch a new digital ecosystem and upgrade its mobile application and web platforms. Manual tasks, such as tracking employee hours and communicating with managers about leave applications or new tasks, were to be digitized. This initiative would dovetail with plans to enhance its vendor engagements and improve service and equipment delivery to schools via a vendor application. In tandem, the company wanted to create an easy, effective way for supporters to invest in the company and advance its goal of increasing private-sector involvement in Saudi Arabian education. By launching its own digitization strategy, the company could modernize its operations and streamline the experiences it delivers to schools, vendors, and employees.
Wipro approached the digitization challenge from the perspectives of all three of these key stakeholders. To enhance employee operations, a new employee app connected to the company’s internal applications was developed, providing a new way to complete day-to-day tasks, such as logging attendance and applying for leaves. Whether in the office or working remotely, employees gained the ability to check data, review task lists, and receive notifications of new requests.
Vendors received an app developed specifically to simplify the process of accessing and applying for contracts. Using its features, vendors can easily update offerings, review orders, and provide updates to customers. The vendor application also provides a simple, effective way to bid for contracts and help schools expand the range of their education offerings. Additionally, a vendor marketplace was made available to allow school customers to explore offerings from vendors.
With intuitive usability in mind, the interfaces of the existing customer mobile application and web portal were completely redesigned. The original FMG service request features were retained, yet the user experience was simplified by addressing navigation pain points and streamlining the service request process. The look and feel of the app’s user interface were improved to deliver a frictionless experience and ensure customers can quickly find vendors that address their needs. Service fulfilment was also simplified by integrating customer service systems with the mobile application and the portal, enabling a faster delivery of services and greater scalability for handling increased usage and requests from the app and web channels.
The educational company provided school customers with a seamless experience that accelerates service delivery through a unified ecosystem and a customized mobile application. School operations became easier with the help of the customer app, allowing school leaders to better focus on major issues and receive FMG support when necessary, and vendors could more effectively connect with school customers through the vendor application. Using the new integration platforms, the organization can onboard new vendors more quickly and help attain its goal of increasing the number of private-sector investments in Saudi schools. After implementing the digitization solutions, the organization saw a reduction in operational costs now that manual tasks were eliminated, and employee productivity was improved with the benefits provided by the employee portal.