Celcom connects with clients

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WITH a number of telecommunication related  awards  under its belt and having the lion’s share of the customer market in East Malaysia, The Borneo Post recently had an exclusive interview with Celcom Axiata Bhd chief regional operating officer for Sabah and Sarawak Jefri Ahmad Tambi.

Q: Any new facilities in Celcom for subscribers?

A: Celcom is always looking at new ways to ensure that our customers enjoy the best both in network coverage and service packages. Leading the mobile broadband industry, we will continue to offer packages with higher speeds and quota to meet the needs of our broadband customers.

Furthermore, we are bringing  more social networking value added services to bring our subscribers closer. There are also various packages that have been designed to suit the different needs and lifestyles of our customers.

One such instance is when  we launched  the celebrity Twit Talk in June 2010, the first celebrity audio twitter in Malaysia. In addition to this  we have also launched a Call me Tones (CMT) Facebook Application for users to purchase CMT directly from Facebook. These are the applications poineered by Celcom in Malaysia.

We have rolled out innovative products in town lately and we encourage people to take part in the ‘Reload  Wow’ Campaign where they get the opportunity to win RM10,000 every week.

Moving forward we are also studying each of our customers’ behaviour which is not limited to gender or demographics but rather a psychological profile of these customers.

Q: What are the new challenges for Sarawak and Sabah?

A: Celcom has been in the  market for the past 18 years and I believe we have faced many challenges along the way. In Celcom’s view, the greatest  challenge is to cater  to the ever-changing  needs of our customers.

For example the needs of the customers in the 90s vary from the needs of the customers in the 21st century. With increasing demand for broadband services, Celcom just like any other operator is facing increasing pressure on its network.

However, we are committed to improving infrastructure and network capacity to meet this demand. This will always be a new challenge in the face of the ever- changing technology  and we will continue to take up this challenge to fulfill the needs of our customers.

Q: How do you rate Celcom compared with your competitors?

A: Amidst increasing competition, Celcom, I believed has lived up to its challenge and mission admirably over the course of its history. As a company, we have evolved over the years, reinventing our services and remaining relevant to a constantly changing market place.

Having been awarded the Best Mobile Carrier at the 13th Telecom Asia Awards 2010, along with Mobile Service Provider of the Year, Broadband Sevice Provider of the Year and the much coveted  service provider of the year at 2010 Frost & Sullivan Malaysia Telecoms Awards, we intend to sustain Celcom’s current momentum and continue exceeding the industry average growth in all areas including retail, corporate and youth to benchmark ourselves against local and international players.

On the other hand, Celcom will need to transform beyond service provision and focus on  value added services and leverage information creating a compelling experience for our customers, which will be the key to our success.

Q: Any innovative technology affects the telecommunication industry as a whole and how does this affect Celcom in Sarawak and Sabah?

A: Technology is just an enabler, what is more important to us is how we tailor these technologies to cater for the unique and different needs of our customers. Currently we are trailing the Long Term Evolution (LTE) to better understand its application in achieving our goals to deliver value  to our customers. We are also currently upgrading our sites to improve network performance and increased speeds of up to14.4Mbps.  With this we hope to give a better experience to our customers. Celcom has invested a lot on R&D and we have a consumer lab that looks at consumer behaviour as well as speed technology among others.

Q: If any, what would you want to change in Celcom so that Celcom may continue to be the major player in the state? What is the future plan for Celcom in Sarawak and Sabah?

A: As a team we will continue to maintain Celcom’s leading position in the market. We will also continue to look into the needs and behaviour of our customers so as to tailor our offerings and cater for their daily necessities.

It is an ever growing organisation, our main target is to provide the best and most relevant services for our customers. We will also look into investing in future technology as well as further improve our systems and processes to gain customers’ trust in our services. We are also committed  to improving broadband coverage and providing quality and accessible broadband services to our customers.

Besides, future mobile devices will match the way we interact with our  environment and user lifestyles will dictate the future designs.

With this, I am confident Celcom  will continue to grow and bring more innovations from the world of mobile technology where you can expect powerful new devices with multiple capabilities from us.