CATERING TO CUSTOMERS’ DIGITAL LIFESTYLE NEEDS

To enrich our customers’ digital lifestyles, we developed exciting new products and services to meet their diverse needs. Our all-digital mobile plan, GOMO caters to millennials and digital natives who need huge data allowances and fuss-free terms which allow them to sign up for and manage their plans online. We now offer an Amazon Prime membership that comes with 2-hour delivery times for groceries and entertainment content perks. We also refreshed our XO plans with an expanded line-up, bundled with 24 months of premium HBO GO content on us, so customers can watch hugely popular shows such as Game of Thrones.

EXTENDING NETWORK LEADERSHIP

On the network front, we continue to deliver on our commitment to provide superior connectivity and coverage. For a record 17 consecutive quarters, we topped IMDA’s 4G quality of service chart with a 99.9% outdoor coverage score.

We are paving the way to 5G by launching Singapore’s first 5G pilot network and first live 5G facility in collaboration with Ericsson and Singapore Polytechnic. Called 5G Garage, the facility allows companies to ideate and test 5G use cases. We also created network history with the first Singapore-Australia 5G augmented reality video call, made to our Optus colleagues in Sydney, Australia.

DOUBLING DOWN ON CONTENT AT HOME AND ON-THE-GO

Quality content is an important part of our customer engagement strategy. We continue to enhance our Singtel TV and Singtel CAST offerings to connect customers to premium content at great value and on their preferred platforms. During the year, Singtel TV launched e-Le, our second in-house Asian entertainment channel, extended our Premier League rights and added Discovery lifestyle channels, as well as the full-suite of HBO channels. We now offer Premier League matches to everyone in Singapore, with the contract-free Sports Plus pack on Singtel CAST.

POWERING UP OUR HOME SERVICES

Singapore’s Open Electricity Market initiative marked a new chapter for us. We launched Singtel Power to offer electricity plans to our customers for the first time, partnering Geneco to deliver savings to residential households. With the addition of Singtel Power, we are excited to be a convenient one-stop shop for our customers’ power and communications needs.

We know many of our customers are gamers who count on us for reliable and secure broadband connectivity. In 2018, we added an ultrafast broadband service with a dedicated 1Gbps bandwidth specially designed for gaming.

TRANSFORMING THE CUSTOMER SERVICE EXPERIENCE

We are choosing to engage our customers in new ways, strengthening our digitalisation efforts across key touchpoints – at our Singtel shops, online shop, hotline, web chat and My Singtel app. In addition to making purchases online, customers are increasingly turning to our self-help platforms such as our 24/7 self-serve kiosks and My Singtel app for on-demand assistance. More than 65% have opted to complete transactions on these channels. We will continue harnessing technologies such as AI, to provide customers with top-notch service innovations that add value and convenience to their lives.