Celcom strengthens digital capabilities through Capgemini

Celcom strengthens digital capabilities through Capgemini

Malaysian telco serves more than nine million users

Credit: Dreamstime

Capgemini has implemented new front-end digital channels for Celcom, driving an increase in online revenues of over 60 per cent for the Malaysia-based telecommunications provider.

As the oldest mobile operator in-country - and a member of the Axiata Group of Companies - Celcom serves more than nine million users across Peninsula Malaysia, Sabah and Sarawak.

During the past 12 months, Capgemini has simplified the provider’s existing systems, alongside streamlining work processes through agile methodologies as part of plans to digitise the entire organisation by 2022.

“Celcom is continuously driving its capability to lead the way in providing consumers and businesses with the next generation of digitally-enabled solutions to meet their voice, data, and lifestyle needs,” said Idham Nawawi, CEO of Celcom Axiata Berhad. “Therefore, a reliable affiliate is crucial in ensuring that we are steering in the right direction.

“We are glad that with Capgemini’s participation in our digital journey, we were able to identify what we needed to offer for a best-in-class digital experience, both online and offline in our stores, and ensure that we delivered on it to provide an excellent customer experience.”

Nawawi said the consultancy giant’s expertise has already resulted in the creation of new digital channels, which have “significantly improved” the telco’s online customer experience, in-store efficiencies and internal processes.

The overall digital transformation project will, during the next five years, help Celcom to "further increase" its online sales while efficiently delivering "hyper-targeted content" and offers to customers, with expected savings of approximately $6 million.

“The partnership demonstrates our incessant commitment to innovation and our customers, where the progress was made possible with Capgemini’s flexibility and aptitude for delivering unique, large-scale and best-in-class solutions,” Nawawi added.

From a technology perspective, Capgemini built and implemented a suite of "modern front end digital channels" for Celcom that streamlined operations across online and offline channels.

These included developing a series of web portals and mobile applications in less than a year, without any interruption to business processes.

“Celcom approached us with a bold plan to transform every part of their business including how it worked internally through robotic process automation of some functions, how customers engaged with the brand online and in-store, and how information flowed throughout the organisation,” added Gaurav Modi, managing director of Southeast Asia, Hong Kong and Taiwan, Capgemini.

“Celcom has worked hand in hand with us to operate as a seamless, aligned team, to provide its employees and customers a superior experience.”

Tags CapgeminiCelcom

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