PETALING JAYA: U Mobile Sdn Bhd is competing in a challenging business environment as it looks to fortify its position in the telecommunications space in the wake of the external headwinds spurred by the Covid-19 pandemic.
Towards this end, the telco has put in motion specific strategies to achieve this objective. Elaborating on the strategies, U Mobile CEO Wong Heang Tuck told StarBiz that: “At the core of our business is our network, hence, network expansion and enhancement are key priorities.
“We are spending more than RM5.5bil over these few years on customer experience and a key part of that is our network. At latest count, we have over 7,000 network sites and bearing in mind this is despite us being the youngest telco by a large margin.
“U Mobile is very invested to aggressively expand and enhance our network to ensure that we are on par if not better than other telcos. The operating environment may have become more challenging, but our focus on network capex remains regardless as we want to give our customers a superior experience, ” he said.
Apart from network, he said U Mobile’s aspiration has always been to challenge the status quo, continually innovating on the product and services front to address customers’ pain points and wants.
During this challenging period where data has become a core essential for everyone to stay connected, keep informed and to conduct work or attend classes, he said that the telco has launched new value plans to support connectivity needs of Malaysians.
The plans highlighted – GX38 prepaid and GX68 postpaid, are new additions to its Giler Unlimited family of plans.
“When we launched Giler Unlimited in 2018, they were game changing as it offered unlimited data to customers at unbeatable prices.
“Apart from this, we are also offering free 1GB data daily for a range of education and productivity-related services as part of the government’s Penjana initiative, ” he noted.
U Mobile was recently named as Malaysia Mobile Service Provider of the Year at the 2020 Frost and Sullivan Asia Pacific Best Practices Awards and this marks the telco’s third time winning this accolade.
Apart from winning the prestigious title, the telco also gained recognition in five categories under the 2020 Excellence in Customer Experience for the Telecommunications Industry Malaysia, and this includes Overall Experience, Mobile Experience, Online Experience, Contact Center Experience and Dealership.
Based on its analysis of the Malaysian mobile service provider market, Frost & Sullivan credited U Mobile’s wins to the telco’s customer acquisition and retention strategy, backed by strong product lines and service offerings.
Commenting on the telco’s strength, Wong added: “U Mobile, apart from being widely recognised as an innovator, is known for many firsts, such as: first to offer micro financing for device purchase in Asia, first to offer telco-assurance with GoLife, first to offer free data for unlimited video streaming with Video-Onz and first telco to obtain an acquirer licence from Bank Negara, to name but a few milestones.
“We are also continually expanding our offerings to provide digital solutions that help businesses digitise their operations such as with GoBiz, a payment acceptance solution, and GoOffice, the country’s first voice, data, and Microsoft Office applications bundle for SMEs.
“The telco also launched a universal e-wallet called GoPayz, which aims to offer affordable and accessible digital financial services to all, but especially the underserved, ”he noted.
To power all these initiatives, he re-emphasised the need for a robust network sharing that the telco had added over 2,000 4G sites in 2019 alone and currently, it has over 7,000 4G sites.
Despite the pandemic, he said the company’s capex remains at RM1bil for 2020 as it enhances its customer experience.
From customer-centric solutions to improving CRM platforms to enhancing its network, he said U Mobile is looking into every aspect to ensure our customers’ experiences are uplifted and to ensure their needs may be met now but also in the coming years.
On the outlook of the telecommunications sector, Wong said due to the pandemic the business environment is even more challenging than usual.
“Apart from innovating, strengthening our network, we are also looking into ways to support small and medium enterprises who need to digitise their business in this age of pandemic.
“We are also enhancing our online channels to better support our customers. Aside from that, the team is also always working on coming up with innovative plans and services that will provide relief to our customers, such as our unlimited data plans.
“Internally, our priority is to safeguard our employees and ensure business continuity in this challenging climate, ” he added.