Alkhabeer Capital Digital Transformation & Resilience Program — Modernizing Trading, Analytics, and Customer Experience
- Customer
- Alkhabeer Capital
- Project manager on the customer side
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- Year of project completion
- 2025
- Project timeline
- May, 2024 - November, 2025
- Project scope
- 50000 subscribers
- Goals
- The project aimed to elevate Alkhabeer Capital’s digital customer experience and service resilience by modernizing its trading, analytics, and engagement ecosystems. Its core goals were to integrate customer touchpoints through omnichannel platforms, including WhatsApp and the Ameyo Cloud Call Center, enabling seamless client interaction, SLA visibility, and first-contact resolution. It sought to establish high availability across OCI and WAMID environments, strengthen compliance with CMA, NCA, and PDPL standards, and empower leadership through data-driven insights using Smartera3S EDW and Power BI dashboards. The initiative also focused on cost optimization through system consolidation and process automation—transforming IT into a proactive business enabler delivering trust, agility, and measurable value.
- Project Results
- The project delivered exceptional business and technical outcomes, positioning Alkhabeer Capital as a digital leader in the Saudi financial sector. The upgraded DirectFN trading platform now performs 15 times faster than major competitors, providing clients with unmatched speed and reliability. The hybrid high-availability architecture (OCI + WAMID) achieved 99.99% uptime, ensuring uninterrupted trading and customer access. The Infobip omnichannel system and Ameyo Cloud Call Center improved response time by 40% and raised satisfaction scores. Smartera3S EDW and Power BI enabled real-time insight across business lines, accelerating decision-making. The transformation reduced OPEX by 30% and created a scalable foundation to support **10× customer growth—from 5,000 to 50,000 clients—**while maintaining full CMA, NCA ECC, and PDPL compliance.
The uniqueness of the project
The project is unique for integrating customer experience, resilience, and compliance innovation into one ecosystem tailored for Saudi Arabia’s regulated capital-market environment. It combined cloud-based high-availability trading, enterprise analytics, and AI-ready omnichannel engagement through WhatsApp and an Ameyo Cloud Call Center, creating a fully connected customer-support model. Unlike typical IT upgrades, it unified front-office, middle-office, and infrastructure modernization under a single governance and security framework. By merging DirectFN trading systems, Infobip communications, and Smartera3S analytics within a CMA/NCA-aligned architecture, Alkhabeer Capital achieved measurable uptime, data-driven insight, and customer-satisfaction gains—proving that compliance, innovation, and client trust can coexist seamlessly.- Used software
- The project was built on Oracle Cloud Infrastructure and the WAMID Data Center, integrating DirectFN OMS/AMS/CRM for high availability and operational continuity. Infobip Omnichannel Platform powered WhatsApp and mobile notifications for proactive engagement. Ameyo Cloud Call Center (Exotel) delivered IVR, intelligent routing, and CRM-synced case management, enabling rapid triage, SLA visibility, and first-contact resolution improvements. Enterprise analytics ran on the Smartera3S Data Warehouse and Microsoft Power BI for real-time insights. Microsoft 365 E5 Security Suite and Palo Alto firewalls enforced compliance and protection, while Veeam + ExaGrid underpinned enterprise-grade backup and disaster recovery.
- Difficulty of implementation
- The project’s greatest challenge was the lack of specialized trading-system IT expertise, as few professionals possess deep knowledge spanning capital-market platforms, Oracle Cloud Infrastructure (OCI), WAMID data center, and VMware technologies. This rare skill set created significant knowledge gaps across application, database, and infrastructure layers. The team had to master complex HA configurations, DC/DR synchronization, and performance tuning for a hybrid ecosystem hosting critical trading workloads. Integrating DirectFN, Infobip, Ameyo Cloud Call Center, and Smartera3S while ensuring zero downtime required exceptional coordination between vendors and internal teams. Overcoming these challenges through cross-training, vendor collaboration, and controlled phased cutovers was pivotal in achieving 99.99 % uptime and a 15× faster trading platform.
- Project Description
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Alkhabeer Capital’s Digital Transformation and Resilience Program was designed to modernize the company’s trading infrastructure, elevate customer experience, and enable data-driven business growth. The overarching objective was ambitious yet clear — to increase Alkhabeer’s active customer base tenfold, from 5,000 to 50,000, by providing a faster, more engaging, and trusted digital platform for investors and traders.
Operating in Saudi Arabia’s highly regulated capital-market environment, the initiative unified trading, analytics, and customer-engagement technologies under a single, compliant, and scalable digital ecosystem. The modernization centered on DirectFN OMS/AMS/CRM systems migrated into a hybrid high-availability architecture spanning Oracle Cloud Infrastructure (OCI) and the WAMID Data Center. This dual-site design ensured uninterrupted services and positioned Alkhabeer for sustained growth through reliable, always-on operations.
To enhance client interaction, the project introduced an omnichannel communication framework built on Infobip and the Ameyo Cloud Call Center (Exotel). This integration enabled real-time WhatsApp communication, intelligent IVR routing, CRM-linked case management, and SLA tracking—all tailored to improve customer responsiveness and satisfaction. These capabilities allowed Alkhabeer to deliver a premium client experience traditionally reserved for institutional investors, now extended to a wider retail audience, directly supporting the 10x growth ambition.
A parallel stream established a data-driven decision-making foundation through the Smartera3S Enterprise Data Warehouse and Microsoft Power BI. This architecture unified operational, customer, and trading data into a single analytical layer—providing executives with real-time dashboards for customer 360°, fund performance, and sales trends. These insights became instrumental in identifying new market opportunities, optimizing service delivery, and tracking the effectiveness of digital campaigns.
Complementary initiatives reinforced operational resilience and compliance maturity. Veeam and ExaGrid ensured enterprise-level backup and recovery, while Microsoft 365 E5 Security Suite and Palo Alto firewalls provided comprehensive protection aligned with CMA, NCA ECC, and PDPL frameworks. The consolidation of licenses and migration to modern cloud services also reduced OPEX by over 30%, allowing reallocation of resources toward growth and innovation.
In tangible terms, the project delivered:
- 99.99% uptime through hybrid cloud high-availability design.
- 30% cost optimization without compromising service quality.
- 40% faster response time via omnichannel automation and call-center integration.
- Regulatory maturity uplift across security, audit, and data-governance frameworks.
- Customer base growth readiness from 5,000 to a scalable platform designed for 50,000 users.
This program redefined IT’s role within Alkhabeer Capital—from a traditional infrastructure function to a strategic business enabler driving exponential customer growth, regulatory confidence, and digital leadership in the Saudi financial sector.
- Project geography
- The project covers nationwide operations across Saudi Arabia, serving Alkhabeer Capital’s head office in Jeddah and expanding to the upcoming Riyadh branch with integrated access for all client-facing business units. The solution operates through a hybrid dual-site infrastructure: the WAMID Data Center in Riyadh (primary production site) and Oracle Cloud Infrastructure (OCI) for disaster-recovery and high-availability replication. Remote branches, traders, and customer-service teams securely connect to this ecosystem via cloud-based channels and the Ameyo Cloud Call Center. This architecture ensures nationwide digital service continuity, regulatory compliance with CMA and NCA ECC, and scalable readiness to onboard clients from all Saudi regions while supporting future GCC market connectivity.