Advertisement
Categories: NewsPakistanTech

Meta Recognizes Eocean’s WhatsApp Integration at PTCL as a Global Success Story

Advertisement

Eocean’s implementation of the WhatsApp Business Platform for Pakistan Telecommunication Company Limited (PTCL) (a part of e&group) has earned a coveted global recognition from Meta, positioning Pakistan on the world stage for digital transformation success. This acknowledgment highlights how Eocean’s Digital Connect, a customer engagement platform built on top of official WhatsApp Business APIs, automates customer interactions at scale.

Through Eocean’s implementation of WhatsApp Business API, millions of PTCL customers can now lodge complaints, troubleshoot issues, pay bills, and access add-on services—all within a WhatsApp Chat. This self-service platform not only delivers instant, personalized assistance but also streamlines PTCL’s customer service operations by minimizing manual interventions.

Over the one-year period from December 1, 2023, to November 30, 2024, the new approach significantly outperformed conventional methods:

  • 31% reduction in complaints routed directly to customer service, thanks to automated troubleshooting
  • 10% decrease in dispatch service requests through WhatsApp Flows
  • 34% of all complaints resolved immediately without additional team support

Syed Amir Jafri, Chief Executive, eOcean:
“Our work with PTCL underscores our commitment to delivering cutting-edge solutions. By harnessing the power of Meta’s platform, we provided millions of users with faster, more personalized service and set new benchmarks in the industry. We are immensely proud that Meta has recognized these efforts on a global scale.”

Syed Atif Raza, Group Chief Commercial Officer, PTCL Group:
“Innovation and customer-centricity lie at the heart of PTCL Group. The automated troubleshooting in our WhatsApp-based complaint system has transformed both our operations and our customers’ experiences. This recognition from Meta is a testament to how we’ve turned challenges into impactful opportunities—internally and for our customers.”

Ahmed Kamal, Group Chief Customer Care Officer, PTCL Group:
“Our customers are our top priority, and we’re committed to making their experience better and more convenient. This innovative solution allows customers to troubleshoot, register complaints, and track their progress instantly, all from the comfort of their WhatsApp. By making these processes faster and easier, we’ve reduced waiting times and ensured that issues are resolved more efficiently than ever before.’’

This groundbreaking collaboration sets the stage for greater industry-wide transformation, providing a model for intuitive, scalable solutions that will shape the future of digital customer service.


Advertisement
News Desk

Recent Posts

PM Shehbaz Removes PTV Fee from Electricity Bills, Launches Consumer-Led Billing App to Curb Overcharging

Prime Minister Shehbaz Sharif announced on Sunday the complete elimination of the PTV licence fee…

16 hours ago

Strengthening Educational Assessment in Balochistan: AKU-EB Concludes Capacity Building Project with Balochistan Assessment and Examination Commission

The Aga Khan University Examination Board (AKU-EB) has successfully concluded a capacity development and technical…

16 hours ago

Revolutionizing Pakistan’s Digital Landscape: USF Launches 7 New Broadband Services/Ofc Projects of Pkr 7.49 Billion to Enable 3.76 Million Residents From 12 Districts

In a landmark decision, the Universal Service Fund's (USF) Board of Directors has greenlit seven…

16 hours ago

Pakistan Enters Top 100 of Global Passport Index, Eyes Further Gains with Digital Upgrades

Pakistan’s passport has made a notable leap in global mobility rankings, entering the top 100…

2 days ago

International Survey Reveals Pakistanis Support Actions to Address Climate Change

An international survey conducted across 17 total countries, including Pakistan, was commissioned by the Global…

2 days ago

Pakistan’s first AI data center launched

Data Vault Pakistan has officially launched the country’s first AI-focused data center in Karachi, a…

2 days ago