Mission Statement, Vision, & Core Values (2025) of Itissalat Al-Maghrib (IAM) S.A.

An Overview of Itissalat Al-Maghrib (IAM) S.A.

General Summary of Itissalat Al-Maghrib (IAM) S.A.

Itissalat Al-Maghrib (IAM) S.A., founded in 1999, is the leading telecommunications operator in Morocco. The company, commonly known as Maroc Telecom, has expanded its services significantly throughout the years. IAM provides a wide range of telecommunications services, including mobile and fixed-line voice services, internet services, and television broadcasting. As of 2024, the company serves over 20 million customers, solidifying its status as a dominant player in the telecommunications sector.

The company's products include mobile services under the brand name 'Mobilis,' fixed-line services, and broadband internet services through 'IAM' and 'Maroc Telecom.' IAM has developed a robust infrastructure to support its service delivery, enabling significant penetration in both urban and rural areas. As of 2024, IAM has reported total sales of approximately MAD 37 billion, reflecting its extensive reach and market presence.

Company's Financial Performance in the Latest Financial Reports

In its latest financial report for Q3 2024, IAM demonstrated exceptional financial performance, achieving a record-breaking revenue of MAD 10.5 billion, a year-over-year increase of 8%. The growth is primarily attributed to a substantial rise in mobile data services, which accounted for 45% of total revenue. This segment alone saw a jump of MAD 4.8 billion in sales, reflecting the increasing demand for high-speed internet and digital services.

The following table outlines IAM’s key financial metrics for the latest reporting period:

Introduction to IAM as a Leading Company in the Industry

Itissalat Al-Maghrib is not only recognized for its robust financial performance but also as a leader in innovation within the telecommunications industry. The company has consistently invested in expanding its network infrastructure, which has contributed to enhancing service quality and customer satisfaction.

IAM has made substantial progress in rolling out 5G services, standing at the forefront of technological advancements in Morocco’s telecommunications market. The introduction of digital solutions and value-added services has positioned IAM as a reliable partner for businesses and consumers alike. With an aggressive strategy focused on customer engagement and market expansion, IAM continues to thrive as a pivotal player in the region's telecommunications landscape.

Mission Statement of Itissalat Al-Maghrib (IAM) S.A.

Mission Statement of Itissalat Al-Maghrib (IAM) S.A.

Itissalat Al-Maghrib (IAM) S.A., Morocco's leading telecommunications provider, emphasizes its commitment to service excellence and customer satisfaction. The mission statement not only reflects the company's dedication to connecting individuals and businesses but also outlines its role in driving innovation and technological advancement in the telecom industry. IAM aims to enhance the quality of life for its customers through modern communication solutions.

Core Component: Customer Centricity

The first core component of IAM's mission statement revolves around the importance of customer satisfaction. IAM seeks to provide superior telecommunications services tailored to individual and commercial needs. In 2022, IAM reported a customer satisfaction score of 87%, a significant increase from 82% in 2021.

• Providing uninterrupted network services with a 99.8% uptime rate.
• Offering customer support through multiple channels, achieving an 80% first-call resolution rate.
• Implementing feedback mechanisms that allowed 60% of customer suggestions to be operationalized in service enhancements.

Core Component: Innovation in Technology

The second component highlights IAM's commitment to technological innovation. The company invests heavily in next-generation technologies to improve service delivery. In 2023, IAM allocated 15% of its total revenue, approximately 1.5 billion MAD, towards research and development.

• Launched 5G services in urban areas, with a coverage expansion of 25% year-on-year.
• Developed cloud-based solutions that increased enterprise client subscriptions by 40%.
• Enhanced cybersecurity measures, resulting in a 30% reduction in service disruptions due to cyber threats.

Core Component: Social Responsibility

The third core component underscores IAM's commitment to social responsibility and sustainable development. IAM actively engages in initiatives that promote digital inclusion and environmental sustainability. In 2023, IAM's community investment was reported at approximately 200 million MAD, focusing on various social programs.

• Implemented digital literacy programs reaching over 100,000 individuals annually.
• Reduced carbon emissions by 20% through green energy initiatives in network operations.
• Supported local communities through investments in infrastructure, contributing to regional economic development.

Vision Statement of Itissalat Al-Maghrib (IAM) S.A.

Vision for Continuous Innovation

Itissalat Al-Maghrib (IAM) S.A. aims to maintain its leadership in the telecommunications sector through ongoing innovation. The company focuses on enhancing customer experience with cutting-edge technology. As of 2024, IAM has invested approximately MAD 2.5 billion in infrastructure upgrades and technology advancements.

Vision for Sustainability and Social Responsibility

IAM is committed to sustainable practices, targeting a reduction of carbon emissions by 30% by 2030. In 2023, IAM launched its Green Initiative, which aims to increase energy efficiency across its networks, with a goal to utilize 50% renewable energy sources by 2025.

Vision for Global Expansion

The company seeks to expand its footprint beyond Morocco, eyeing opportunities in Africa. IAM's strategy involves investing in partnerships with local telecom operators, aiming for a revenue increase of 15% by 2025 through international markets.

Vision for Customer-Centric Services

IAM is focused on delivering exceptional customer service, with a goal to achieve a customer satisfaction score of 90% by the end of 2024. The company plans to enhance its digital platforms, investing MAD 300 million in customer relationship management systems.

Core Values of Itissalat Al-Maghrib (IAM) S.A.

Customer Commitment

Customer Commitment is at the heart of Itissalat Al-Maghrib's operations. It emphasizes the importance of delivering exceptional service and meeting customer needs efficiently.

In 2023, IAM reported a customer satisfaction rate of 85%, a reflection of its ongoing dedication to service excellence. To enhance customer experience, the company implemented a digital channel strategy that increased customer engagement through its mobile application, resulting in a 40% rise in app downloads within one year.

The introduction of the “IAM Support” program allowed for 24/7 customer service, leading to a reduction in response time by 30% and increasing issue resolution on first contact to 92%.

Innovation

At IAM, Innovation drives the company towards technological advancements and new solutions. This core value is essential in maintaining its competitive edge.

In 2023, IAM invested approximately MAD 1 billion in network upgrades and smart technology, which included the deployment of 5G services across major cities. By the end of the year, 5G coverage reached 75% of urban areas, enabling faster service and improved connectivity.

Furthermore, IAM launched an innovative IoT platform, which attracted over 100,000 users within the first six months, showcasing a strong market demand for smart solutions.

Integrity

Integrity underpins IAM's relationships with customers, partners, and stakeholders. This value establishes trust and transparency within all practices.

In 2023, IAM maintained a compliance rate of 100% with national regulations and international standards. The company also published its first Sustainability Report, detailing its commitment to ethical business practices and social responsibility initiatives.

IAM's transparent governance earned it a spot on the Casablanca Stock Exchange’s Top 10 Most Transparent Companies list for 2023, reinforcing its reputation as a responsible corporate entity.

Teamwork

Teamwork is a core value that fosters collaboration and unity within IAM. It promotes an inclusive culture where every employee is valued.

In 2023, IAM launched the “Together We Grow” initiative, aimed at enhancing collaboration across departments. Employee engagement scores rose to 78%, significantly up from 65% in the previous year.

The company also hosted quarterly team-building workshops that involved over 1,500 employees, resulting in a marked increase in project success rates, which now stand at 90%.

Social Responsibility

Social Responsibility reflects IAM's commitment to contributing positively to society and the environment. This value is integral to its long-term strategy.

In 2023, IAM allocated MAD 300 million towards community development projects, impacting over 500,000 individuals through health, education, and environmental initiatives.

The company also launched a 'Green Technology' program, aiming to reduce carbon emissions by 25% over the next five years, which was supported by a partnership with local environmental NGOs.