BUSINESS

TM TO ENHANCE CUSTOMER EXPERIENCE VIA NEW INITIATIVES

30/11/2021 06:16 PM

KUALA LUMPUR, Nov 30 -- Telekom Malaysia Bhd (TM) has introduced five #unificares initiatives to transform its end-to-end customer experience with a renewed focus that ensures the customers’ needs are met. 

To deliver on this promise, the convergence provider said, it has invested heavily over the years in both its customer support capabilities and network to deliver the best customer experience possible.

TM chief marketing officer Shanti Jusnita Johari said #unificares is a testament to the company’s continuous efforts to put customers first with its 24-hour service restoration guarantee that is the first of its kind in the industry.

“It is our commitment for unifi customers to continue to get the best broadband experience,” Shanti said in a virtual media conference after announcing the launch of the five #unificares initiatives to enhance customers’ experience today.

She added that unifi’s new undertaking is in keeping up with users’ demands for reliable connectivity among both the consumer and business segments, especially as micro, small and medium enterprises (MSMEs) focus on recovery and growth and consumers on continued hybrid working and learning arrangements following the pandemic.

Good and reliable broadband access is highly critical in the “new normal”, noted Shanti.

Another innovation introduced with the campaign is unifi’s Proactive Service Alert, an early detection and intervention system that ensures early notifications and speed of resolution to customers. Affected customers are alerted for restoration via SMS and the myunifi app push notification.

Other customer-focused initiatives introduced in conjunction with the campaign are Easyfix self-serve tool, Service Tracker, and unifi Elite experts. 

TM chief network officer Mohamed Tajul Mohamed Sultan said the increase in usage and demand for unifi services following the pandemic has driven the group to up its connectivity game.

“We want to raise the bar even higher because customer experience is paramount,” he added.

To achieve this, TM has invested over RM1 billion in 2021 to uplift the customer experience in both its customer support capabilities and network improvements.

-- BERNAMA


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