, Malaysia

Capgemini SE locks in win at Malaysia International Business Awards

The company was recognized for its assistance to Celcom in developing a modern digital customer journey.

Capgemini SE took home the Telecommunications trophy in the IT Services category during the recently concluded Malaysia International Business Awards, thanks to its partnership with its client Celcom Axiata.

Capgemini successfully implemented new front-end digital channels for Celcom, one of the leading telecommunications groups in Asia, driving an increase in online revenues of over 60% for the brand.

In order to remain competitive within the Malaysian telecoms market, Celcom wanted to revitalize its customer journey with a new set of digital tools and streamline ways of working, inside and out

Capgemini enabled the simplification of Celcom’s existing processes and streamlined its way of working to ensure the brand could engage with its customers quickly and more effectively. The firm has also been supporting Celcom in its adaptation of new agile ways of working, where the implementation is crucial to boost Celcom’s positioning as the most inspiring digital organization by 2022.

Capgemini’s work with Celcom on its multi-year digital transformation initiatives has already resulted in new channels that significantly improved the telco’s online customer experience, in-store efficiencies, and internal processes.

The overall digital transformation project is said to have helped Celcom to further increase its online sales during the next five years, efficiently deliver hyper-targeted content and offers to its customers, with expected savings of approximately RM27m (US$6m).

Digital channels enable concrete benefits for customers and employees: 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 Celcom’s fast-paced business processes, such as a new centralized web portal,a new ‘Celcom Life’ mobile application, an e-Store, as well as a new ‘Celcom Pulse’ mobile application for retail operations.

Upon the launch of these applications, Celcom recorded 1.6 million new unique users in its mobile applications as well as a 91% increase in e-store activations in less than one year. Furthermore, it had a 3% rise to its NPS satisfaction score as well as a 25% advance in operational efficiency by eliminating duplicate efforts. The telecommunications group also had a 45% YoY growth in story points delivered since the beginning of its cultural transformation journey.

Through its partnership with Capgemini, Celcom implemented new front-end channels, platforms, and processes to create a new digital journey for its customers. The transformation also introduced new flexible ways of working for Celcom team members whom Capgemini supported to enable a cultural change.

Watch the interview below to know more about their winning project:

The Malaysia International Business Awards 2020, presented by Singapore Business Review, was held via video conferencing throughout the month of September.

This year’s nominations were judged by a panel consisting of Andrew Heng, Group Managing Partner at Baker Tilly Malaysia; Chan Siew Mei, Partner, Head of Advisory at KPMG; Dato’ Robert Teo, Chairman at RSM Malaysia; Yee Wing Peng, Malaysia Managing Partner and SEA Chinese Services Group Leader at Deloitte; and Esther Yap, Partner, Audit at Mazars.

If you would like to join the 2021 awards and be acclaimed for your company’s outstanding projects and initiatives, please email Jane Patiag at [email protected].

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