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Stakeholder
Engagement
STRONG AND SUSTAINABLE VALUE FOR STAKEHOLDERS
Mobily’s exceptional achievements and record results in 2023 stemmed from its dedication to supporting, engaging and working collaboratively with all its key Stakeholders to ensure alignment, create shared value and lay a robust foundation for future strategic and sustainable growth.
01
Customers
01
Customers
- Re-established the Emergency Credit service and transformed the International Credit Transfer service to elevate customer experience
- Launched Mobily Gamers, an e-sports and gaming portal, to foster engagement and growth within the dynamic Saudi Arabian gaming industry
- Implemented a permanent 50% discount on monthly postpaid subscriptions for customers with special needs
- Enhanced customer support services boosted platform transactions by 43% compared to 2022, facilitating smoother interactions and improved customer experience
- Analyzed customer calls, leading to targeted initiatives like app upgrades, streamlined bill issuance, and enhanced IVR functionality, which significantly reduced call center inquiries
- Launched the Total Experience program, solidifying Mobily’s leadership in customer experience
- Powered customer-centric digital transformation with chatbot enhancements, API services, eSIM improvements and self-service options, exceeding customer expectations
- Introduced AppleCare+ support for a wider range of Apple devices, providing additional protection and peace of mind to our customers
02
People
02
People
- Identified and launched targeted initiatives to attract and empower female talent within the workforce
- Promoted continuous learning culture by offering workshops and online platforms, addressing key technical and soft skill needs
- Streamlined performance rewards through a revamped merit increase policy and seamless implementation process
- Empowered employees through 13 diverse learning tracks, equipping them with skills across multiple arenas
- Promoted cross-functional collaboration and knowledge sharing through 150+ engaging events across departments and teams
- Maintained security across premises and business operations, conducting rigorous inspections, implementing cutting-edge technology, and responding to over 40,000 internal and external requests
- Cultivated a culture of integrity and respect via robust ethics, human rights and diversity programs, reflecting the Company’s commitment to set policies and values
03
Communities
03
Communities
- Partnered with 2023 CORE Diriyah E-Prix to advance sustainability initiatives and electric vehicle adoption, contributing to Vision 2030’s environmental goals
- Inked an agreement with Ericsson to recycle expired electronic devices, promoting responsible waste management and environmental protection
- Launched a recycling initiative and workshop to raise awareness of the importance of preserving the environment and reducing waste damage
- Launched Fusion, a collaborative data transformation initiative with industry peers, driving a smarter and more efficient Saudi Government
- Sponsored and participated in LEAP 2023, showcasing cutting-edge technologies and inspiring digital progress for a thriving Saudi Arabia
- Inked a deal with the Ministry of Health (MoH) to drive e-health innovation, elevating healthcare services and citizen well-being
- Sponsored Biban 23, nurturing entrepreneurial spirit and creating opportunities for Saudi business success
- Posted environmental issues on social media platforms, raising community awareness and encouraging action towards protecting the planet
04
Shareholders
04
Shareholders
- Facilitated open communication with a virtual General Assembly meeting
- Engaged with over 260 participants at 10 international and local conferences
- Nurtured relationships with investors and analysts through 100+ meetings
- Revamped the Investor Relations and Sustainability pages and the IR app with engaging tools and updated information
- Introduced the Dividend Payment Inquiry page, offering investors convenient and instant information about their dividend status
- Prioritized frequent interactions with the investor community
- Demonstrated commitment to responsible practices through upgraded ESG ratings