Innovating more mobile data options
As customers increasingly use their mobile devices to communicate, shop and consume entertainment, we have come up with innovative solutions to satisfy increased demand for affordable data across prepaid and postpaid plans. This is why we have extended our range of mobile data options to include an unlimited data add-on. DATA X INFINITY, when paired with our upgraded Combo plans, offers a truly unlimited mobile experience with unlimited data, talktime and SMS/MMS. We are also giving customers the flexibility and convenience of customising their data experience both at home and away, enhancing our ReadyRoam plans to include 56 countries.
Differentiating through network leadership
Our superior network is key to the differentiated experience we offer. To ensure our customers continue to enjoy exceptional connectivity, we boosted our mobile network speeds up to 500Mbps to deliver Singapore’s fastest nationwide peak speeds. In addition, we remain unrivalled in topping the Info-communications Media Development Authority’s 4G quality of service standards for 13 straight quarters since 2014.
We continued to leverage our spectrum assets and harness advanced technologies to lead the industry. This included the delivery of a world-first with the introduction of our quad-band FDD/TDD gigabit network which offers ultra-fast 1Gbps speeds at select high-traffic locations, providing customers an enhanced mobile data experience.
Delivering premium digital content, products and services
From content to products and services, we offered up the very best to our customers with increasingly digital lifestyles.
Singtel TV, Singtel TV GO and CAST customers had access to all 64 matches of 2018 FIFA World Cup Russia™ in their homes and on the go, in full high definition. A stellar range of new content on Singtel TV and CAST was also introduced, headlined by the ultra-popular reality show, Sing China!.
Additionally, customers had first dibs on the year’s most coveted devices with exclusive launches of gaming smartphone, Razer Phone and Google’s flagship, Google Pixel 2 XL. Our network was also optimised to support Apple Watch Series 3 (GPS+Cellular) with our NumberShare service, providing unprecedented on-the-go connectivity to our customers.
In the home, our customers’ fibre broadband experience was enriched with enhanced corner-to-corner WiFi coverage and smart home connectivity with Samsung Connect Home.
On the mobile wallet front, Singtel Dash extended its payment universe with the launch of the Dash Visa Virtual Account, enabling mobile payments at over 50,000 merchant points across the island and on e-commerce sites. We also stepped up to be the first to adopt SG QR, enhancing Singtel Dash’s features to deliver a ubiquitous mobile payments wallet for everyone and support the government’s goal of transforming Singapore into a cashless society.
Enhancing customer service through digitalisation
Superior customer service remains a key brand differentiator as we strive to make it easier and more convenient for customers to access our services, digitally or otherwise. For example, our customers can now get in touch with us at any time with a new ‘Message Me’ feature on My Singtel app. Powered by our new and improved chat bot, Shirley 2.0, this chat service enables customers to send queries or request callbacks with a few taps on their smartphones.
For customers’ added convenience, we have also accelerated the integration of our online and offline platforms with the launch of the new Singtel Comcentre flagship store. The experiential store features for instance, an intelligent WiFi queueing system, integrated online and in-store shopping carts and instant purchases via automated checkouts. We have also brought the backroom call centre into our retail space, giving customers the option of interacting with call centre personnel via video bots which enable conversations about any service query or issue such as billing and activation.
Our customers have been highly receptive to our digital engagement efforts. Today, almost one million of them actively use My Singtel app and more than 20% prefer to make their purchases online.
