Celcom Axiata Berhad, clinched for the second time the Customer Experience for Telecommunications Industry – Overall and also named the M2M Service Provider of the Year at the 2016 Frost & Sullivan Malaysia Excellence Awards recently.
Representing the telco to receive the 2016 Frost & Sullivan Malaysia Excellence Awards were Tuan Syed Md Najib Syed Md Noor, Chief Customer Service & Touchpoint Operations Officer of Celcom Axiata Berhad for the Customer Experience for Telecommunications Industry – Overall, and Afizulazha Abdullah, Chief Business Services & Solutions Officer of Celcom Axiata Berhad for the M2M Service Provider of the Year.
Manish Goyal, Director of Consumer Research of Frost & Sullivan said Celcom has topped the 2016 Frost & Sullivan Malaysia Customer Experience Index for the telecommunications sector. The mobile operator has bounced back from last year to lead in the telecommunications sector by delivering “great experience at every customer touch points.”
“Celcom’s consumers started experiencing better telco services in 2015 after the completion of its IT transformation. This shortened their time to launch new and attractive packages. This also translates in higher retention with more than 65% consumers likely to continue with Celcom, leading to high retention and low churn rates.
“Celcom’s consumer’s online experience and the experience of dealing with call centre agents were also rated highly by Celcom’s consumer, adding to the overall great consumer experience, he said.
Meanwhile, Avinash Sachdeva Senior Industry Analyst ICT – Telecom Frost & Sullivan, APAC said ubiquitous data connectivity, secure & reliable platform, large pool of ecosystem partners and best of breed M2M solutions enabled Celcom to derive more business value for its customers.
“During the year, the company was able to monetise its M2M platform and grew its revenue and device deployment – by winning several new engagements from both state-owned and private enterprises. Its remote meter-reading project in the Utilities space was the key business driver. Outpacing the competition, Celcom clinched this title for the 3rd consecutive year,’’ he said.
The Frost & Sullivan Malaysia Excellence Award began as the Malaysia Telecom Awards in 2005 with the aim of showcasing outstanding IT and Telecommunications companies in Malaysia.
The Malaysia Telecom Awards then evolved to become the Malaysia Excellence Awards in 2010, to include other prominent companies in Malaysia from other sectors. The Malaysia Excellence Awards seeks to recognise companies and individuals that have gone above and beyond the boundaries of excellence by beating its competitors and demonstrating outstanding performance.
Award recipients were identified based on in-depth interviews, analysis, and extensive secondary research conducted by Frost & Sullivan’s analysts. Companies are typically studied on their revenues, market share, capabilities, and their overall contribution to the industry in order to identify best practices. The findings of the detailed evaluation were presented to a panel of independent judges comprising influential personalities and leaders in Malaysia, to decide the recipient for each category.
Aside from this award, Celcom has received several awards from Frost & Sullivan since 2014, namely the 2014 Frost & Sullivan Malaysia Excellence Awards for M2M Service Provider of the Year and 2014 Frost & Sullivan Malaysia Best Customer Experience in Telecommunications at the inaugural Frost & Sullivan Best Practices in Customer Experience Awards programme.
