A high-level overview of the strategic need and proposed solution for Tadawul Tech — transitioning from fragmented, manual processes to a governed, measurable enterprise platform.
0h
Target Resolution Time
From 72h
0%
SLA Compliance Target
From 45%
0%
Manual Follow-ups
From 85%
0
Lost Tickets / Month
From 12
Current Situation
Tadawul Tech manages multiple operational units handling client and merchant requests across fragmented channels — emails, spreadsheets, and phone calls with no unified tracking.
- Manual handoffs between departments cause delays
- No centralized SLA tracking or visibility
- Escalation paths are informal and untracked
- Reporting requires manual data compilation
Proposed Solution
An integrated ERP-based workflow and service management platform that unifies all operational requests into one controlled, auditable, and automated environment.
- Centralized enterprise process management
- Automated departmental routing and approvals
- Real-time executive dashboards and KPIs
- Full audit trail and compliance reporting
Projected Business Impact
Projected improvements based on centralized SLA management and automated routing across all units.
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Explore the specific business areas and operational processes the platform will cover. Click a category to reveal the detailed scenario breakdown.
Settlements, banking updates, returns & complaints.
45% of total volume
POS maintenance, SIMs, vouchers, new services.
40% of total volume
Inquiries, escalations, inter-department tasks.
15% of total volume
Operations Volume Distribution
Interact with the 12 core functional modules proposed for the ERP platform. Hover to see the 3D tilt effect, then click to review detailed capabilities and business outcomes.
Select a module to view details
The technical blueprint of the platform — a 3-tier enterprise architecture designed for scalability, security, and seamless integration with Tadawul Tech's existing systems.
1 — Presentation Layer
Web Responsive UI
Mobile-Friendly Views
Executive Dashboards
Notification Center
2 — Application Layer (ERP Core)
Ticketing Engine
Workflow Automation
SLA & Escalations
Approvals Engine
Notifications
Reporting & Analytics
Platform Configuration
Role-Based Access (RBAC)
Master Data Management
Audit Logging
3 — Data & Storage Layer
Relational Database
Document Storage
Compliance & Audit Logs
REST / SYNC
External Integrations
Sage X3 / ERP
Select System
Zoho One CRM
Yeastar PBX
Enterprise Security
RBAC, audit trails, encrypted data at rest and in transit
Horizontal Scalability
Modular design supports adding units and workflows without re-architecture
API-First Design
RESTful endpoints for seamless integration with Sage X3, Zoho, and Yeastar
High Availability
Redundant storage, automated backups, and disaster recovery procedures
A phased implementation approach ensuring structured delivery over 18-26 weeks. The Gantt chart below visualizes task dependencies, overlapping phases, and the pathway to full production Go-Live.
Project Delivery Roadmap
Total: 18 – 26 Weeks