Digitalizing Consumer Interaction for the Telecommunications Regulatory Authority (TRA) in Bahrain

Introduction

The Telecommunications Regulatory Authority (TRA) of Bahrain, established in 2002, plays a critical role in ensuring the region’s telecommunication services meet public standards. To enhance communication between TRA, consumers, and telecom service providers, Urbansoft developed a user-friendly mobile application integrated with TRA’s internal systems.

The Challenge

TRA needed a solution that streamlined consumer interactions for complaints, inquiries, and feedback, while ensuring real-time communication with their internal CRM. Additionally, there was a requirement to adhere to the region’s mandate for centralized authentication, along with providing a network map view for users.

The Solution

Urbansoft designed and developed a mobile application that allowed users to:

• Submit Complaints, Inquiries, and Feedback: Consumers can easily register, log complaints, inquiries, or provide feedback, and track the status of their submissions in real time.
• Seamless CRM Integration: The app is fully integrated with TRA’s internal CRM, enabling smooth communication and management of consumer submissions.
• E-Key Login Integration: The application supports centralized e-key login, in compliance with Bahrain’s regional mandate, ensuring secure and unified access for consumers.
• Network Map Feature: The app provides users with a visual network map, allowing them to stay informed about telecommunication coverage in the region.

Results

• Enhanced Consumer Engagement: End users can now submit complaints, inquiries, and feedback directly from the app, with the ability to track progress.
• Improved Efficiency: Seamless integration with the internal CRM has streamlined the management of consumer interactions, reducing processing time and improving response quality.
• Secure Access: The inclusion of e-key login provides a secure, unified authentication method, enhancing user confidence in the system.
• Network Awareness: The network map feature empowers consumers with visibility into telecommunication coverage, enhancing transparency.

Conclusion

Urbansoft’s mobile application solution has transformed TRA’s consumer engagement, providing a seamless, secure, and efficient platform for managing inquiries, complaints, and feedback, while improving transparency with the network map feature.