DELIGHTING CUSTOMERS WITH DIGITAL LIFESTYLE SERVICES

We continue to expand the range of digital services and benefits to complement customers’ lifestyles and provide a differentiated experience. To connect with our millennial customers on GOMO, our all-digital mobile product that comes with generous data allowances, we introduced GOMO Pass, which offers dining, shopping and activity deals and rewards in Singapore and the region.

We made our first foray into the insurance market, partnering Income to introduce Singapore’s first prepaid data plan that comes with free personal insurance cover. As many of our prepaid customers are sole breadwinners, this plan gives them an easy and cost-effective way to protect themselves and their loved ones.

In addition, we broke new ground with the launch of the wellness platform, Singtel StepUp, on My Singtel app. StepUp lets postpaid mobile customers earn local mobile data and redeem fitness products and shopping vouchers with every step they take. It has proven highly popular with more than 300,000 customers signing up and clocking over 157 billion steps since the launch.

CONNECTING CUSTOMERS TO QUALITY CONTENT

We have pulled ahead as Singapore’s number one pay-TV provider, with customers responding positively to quality content offerings including Hong Kong’s TVB Jade and TVB Xing He channels at home and on the go. As more customers turn to streaming content, Singtel CAST added seven specially curated packs to its line-up and doubled its customer base in just a year.

With people having to stay in as a result of the prolonged COVID-19 situation, we offered free access to 95,000 hours of shows for three months, as part of a care package to bring some relief and entertainment to not only our customers but everyone in Singapore while they stay safe at home.

DELIVERING A NEXT-GENERATION SHOPPING AND CUSTOMER EXPERIENCE

We are also simplifying the purchase journey, with more options for customers to interact with us and switch seamlessly between online and offline touch points.  

We have seen some of our digital platforms take off in the past year as many customers embrace our chatbot Shirley and My Singtel app to interact with us. Over 1 million customers use My Singtel app while 34% of them prefer to make purchases online.

Our digitalisation efforts extend to shaping the future of retail to deliver added convenience and a next-generation experience to customers. Last year, we launched UNBOXED by Singtel, Singapore’s first unmanned 24/7 pop-up store where customers can sign up for services, instantly replace SIM cards, purchase prepaid cards, collect devices and more.

We continue to enhance the UNBOXED experience, upping the ante in retail innovation by powering the store with 5G connectivity. With 5G’s low latency and high speeds, UNBOXED can now be easily relocated anywhere on the island without the need to lay fibre network cables, and serve customers with faster and more seamless transactions.

advancing our 5g journey

To ensure our customers keep enjoying high-quality and reliable connections, we continue to invest in our network to enhance our network superiority. Our efforts have been recognised by leading crowd-sourced benchmarking sites which ranked Singtel as Singapore’s fastest and widest mobile network.

We are developing new capabilities in advanced technologies such as network slicing, which enables the optimised use of different applications on the same network infrastructure. This will pave the way for new consumer use cases that we are exploring and co-developing in anticipation of the arrival of 5G. Together with IMDA and Razer, we launched the nation’s first 5G cloud gaming trial, focusing on developing 5G connectivity to support immersive gaming on mobile devices.