Our Case Study

Case Study: Securing and Connecting Riyadh Metro Line 2 with Fortinet’s End-to-End Network Infrastructure

Client: Metro Riyadh Project – Line 2 through BACS Consortium (Bechtel, Almabani, CCC, Siemens)
Project: Riyadh Metro – Line 2 | Riyadh – Saudi Arabia
Industry: Transportation / Infrastructure
Solution: Fortinet Total Network & Connectivity Infrastructure
Partner: Digital Planets KSA

Background

The BACS Consortium is responsible for delivering Line 2 of the Riyadh Metro, a flagship component of Saudi Arabia’s Vision 2030 initiative. The project required a secure, high-performance network to ensure reliable communication between multiple metro stations and the BACS headquarters, with zero tolerance for downtime or connectivity failures.

Challenges

The scale and nature of the metro environment posed significant infrastructure and operational challenges:

• Complex Connectivity Requirements: Integration and seamless communication between metro stations and the headquarters.
• Infrastructure Reliability: Continuous uptime required for safety, operations, and passenger services.
• Network Security: High-level protection for critical transport infrastructure from cyber threats.
• Redundancy & Power: Need for high availability and power backup to ensure service continuity.

The Solution

Digital Planets delivered a comprehensive Fortinet Total Network Solution, ensuring secure, centralized connectivity and infrastructure management across Line 2.

Key components of the solution included:

• FortiGate Next-Generation Firewalls: Securing all metro-station-to-HQ communications with advanced threat protection and VPN capabilities.
• Managed Fortinet Core & Access Switches: Delivering high-performance switching, complete visibility, and centralized management of the entire metro network.
• Internet & Wi-Fi Management: Provision of secure internet access and Wi-Fi coverage in all key operational areas.
• Uninterruptible Power Supply (UPS): Deployed to maintain power to critical network equipment during outages.
• High Availability Architecture: Redundant systems deployed to ensure zero downtime and seamless failover in the event of hardware or connection failure.

Results

• Seamless Connectivity: All stations on Line 2 now communicate efficiently and securely with the BACS HQ in real time.
• Improved Network Resilience: Thanks to the HA architecture and UPS systems, critical operations continue uninterrupted.
• Centralized Network Control: Simplified and unified network management across all locations using Fortinet’s centralized platform.
• Enhanced Cybersecurity Posture: FortiGate firewalls deliver ongoing protection against evolving threats, securing operational and passenger data.
• Future-Proof Infrastructure: Scalable solution that can be extended to future metro lines or city-wide transportation expansions.

Conclusion

Through the deployment of Fortinet’s end-to-end network infrastructure, Digital Planets empowered the BACS Consortium to operate a secure, high-performance, and always-available network across Riyadh Metro Line 2. This mission-critical implementation is a cornerstone in ensuring safety, efficiency, and operational excellence for one of the region’s most ambitious public transport projects.

Case Study: Enhancing Customer Experience at Hungerstation KSA with 3CX Enterprise Call Center and Dedicated Support
Client: Hungerstation

Location: Riyadh – Saudi Arabia
Industry: Food Delivery / Customer Service
Solution: 3CX Call Center – Enterprise License
Partner: Digital Planets KSA

Background

Hungerstation is one of Saudi Arabia’s leading food delivery platforms, managing a high volume of daily customer interactions. With customer satisfaction being a core pillar of its service delivery, the company needed a robust call center solution to maintain efficiency and service quality, especially during peak hours.

Challenges

Hungerstation faced several pain points in its existing communication infrastructure:

• Limited Support: Slow or inconsistent response times during system issues.
• Lack of Expertise: Complex VoIP problems were not being resolved effectively due to a shortage of skilled engineers.
• Service Quality Issues: Their existing call center solution struggled to maintain high-quality, uninterrupted calls during high traffic.

The Solution

Digital Planets implemented a 3CX Call Center Enterprise License solution capable of handling up to 256 simultaneous calls, ensuring that Hungerstation’s high call volume needs were fully supported.

Key elements of the solution included:

• 24/7 SLA Coverage, providing:
• Critical Issues: 1–4 hours response time for phone and remote support.
• Non-Critical Issues: 3–24 hours for phone and remote support, with 24-hour response for onsite visits.
• Turnkey Implementation: From deployment to configuration, the entire solution was delivered ready-to-use.
• Dedicated Technical Account Manager (TAM) to provide proactive and on-demand support, ensuring continuity and issue resolution without delays.

Results

• Enhanced Call Quality & Reliability: High availability and stable voice quality during peak and off-peak hours.
• Professional Support: With a dedicated TAM and access to certified VoIP engineers, Hungerstation no longer experienced long downtimes or unresolved issues.
• Operational Efficiency: The centralized call center solution simplified call management, reduced overhead, and improved customer service responsiveness.
• Scalability Assured: The system is future-proof, with capacity to scale as Hungerstation continues to grow.

Conclusion

With the 3CX enterprise-grade call center implemented by Digital Planets, Hungerstation has transformed its customer communication framework. The result is a more reliable, scalable, and professionally supported solution—ensuring superior customer experiences, 24/7.