ENDA TAMWEEL
Enda Tamweel is a Tunisian microfinance institution founded by the non-governmental organization Enda Inter-Arabe, a pioneer in the microfinance sector in Tunisia. Enda Tamweel works to promote the financial inclusion of vulnerable populations, particularly women and youth.
Building on its proximity-based approach, Enda Tamweel operates through a network of 109 branches covering all Tunisian governorates and 5 mobile units serving mainly remote areas. Since its inception, Enda has supported more than one million and one hundred thousand people and granted over 4.4 million loans for an amount equivalent to 9,400 million dinars, equivalent to 2 845 393 euros.
Enda Cash, Enda Tamweel’s new solution, delivers an enhanced customer experience powered by SAP Service Cloud. AI-driven insights and automation contribute to significantly improved customer service efficiency.

Challenges & Goals
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Have a solution enabling the transition of the Tunisian economy to E-commerce via dematerialized payment
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Create Customer Service for the new Enda Cash mobile payment activity
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Optimize coverage of Third Party needs
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Ensure traceability of all interactions with Third Parties
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Measure commercial performance
Results
- Centralization of the entire third-party repository within SAP Service Cloud
- Implementation of the Service module allowing the creation and monitoring of Request and Complaint Tickets
- Omnichannel management of customer requests and complaints
- Integration with the Payment platform and the IS Call Center
- Implementation of the 360° view allowing better customer knowledge