Capgemini explains how Celcom achieves 60% increase in online revenue

Celcom, a telecom operator in Malaysia, has achieved 60 percent increase in online revenues after the implementation of new front-end digital channels.
Celcom store Malaysia

Celcom, a member of the Axiata Group of Companies, provides its services to 9 million users across Peninsula Malaysia, Sabah, and Sarawak.

Capgemini, a leading IT services provider, in a statement said it has simplified Celcom’s existing processes and streamlined in order to improve the engagement of its customers quickly and effectively.

Celcom earlier said its mobile service revenue rose 2.3 percent in Q1 2019 driven by post-paid growth of 7.1 percent. Celcom’s total revenue dropped 7.4 percent to RM1.7 billion, mainly as a result of reduced wholesale revenue, during the March quarter of 2019.

Capgemini said Celcom has achieved significant improvement in online customer experience, in-store efficiencies, and internal processes.

Celcom’s digital journey

# A centralized web portal
# Celcom Life mobile application
# Celcom Pulse mobile application

The digital transformation project will, during the next five years, help Celcom to increase its online sales, deliver targeted content and offers to its customers, with expected savings of approximately $6 million.

“In our aspiration to become the most inspiring digital organization by 2022, Celcom is 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, chief executive officer of Celcom Axiata.

Celcom approached Capgemini with a 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 organization.

“Celcom has worked hand in hand with us to operate as a seamless, aligned team, to provide its employees and customers a superior experience,” Gaurav Modi, managing director of Capgemini in Southeast Asia, Hong Kong and Taiwan, said.

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 business processes.

Capgemini, which has clocked first quarter revenue of 3.441 billion euros (+9.2 percent) has generated 8 percent of its total sales from telecom, media and technology (TMT) vertical. The revenue from the TMT segment rose 9.1 percent. Capgemini’s revenue from Asia Pacific and Latin America grew 12.8 percent to 249 million euros.