ENRICHING LIVES EXPANDING HORIZONS - Maxis

52
Business Review
CHAIRMAN’S
STATEMENT
Continued
“Maxis Customer Service staff went the
extra mile by treating my problems as if
they were theirs.”
Goh Hwee Leng
Maxis customer
Enriching People’s Lives Everyday
I believe our success and leadership position have been achieved by our firm focus
on putting the needs of our customers at the heart of all our business decisions. This
is reflected in the theme of this year’s Annual Report: Leading the way in enriching
people’s lives everyday. We are leveraging on our high-performance wireless and fixed
network to deliver a seamless set of services across a wide range of platforms to help
our customers and our people improve the way they do business and the way they live.
Maxis has taken the business of communications to a new and much more engaging level
by extending and deepening the communications experience for all our users. We did
this by employing leading-edge technology; we did this by becoming much more nimble
in our response to the customer. But most importantly we made it a point to understand
our customers’ frame of reference and feelings. Essentially our people were trained to
listen with ears, eyes and heart. The Board felt that both customers and staff needed to
be affirmed, validated and appreciated if we were to deliver on our brand promise of
enriching people’s lives everyday. We made a deliberate and concerted effort to make
every transactional opportunity a transformational experience for our customers.
Last year our focus continued to be on expanding the range of broadband-based
services to generate new revenue streams and drive shareholder value. The growing
appetite for end-to-end communications offers a significant growth opportunity for
Maxis. The launch of Maxis Home and Maxis Cloud was an important step towards
providing customers with integrated services and greater flexibility.
Maxis Home was
launched by Dato’
Joseph Salang, Deputy
Minister of Information
Communication and
Culture (middle); Sandip
Das (right) and Jean-
Pascal van Overbeke,
then Maxis Chief
Operating Officer (left).
Supporting Malaysia’s Economic Transformation Agenda
High-speed broadband has a direct impact on Malaysia’s long-term economic
competitiveness and future growth. We have been working closely with the
Government to create a fully networked society by expanding our network coverage,
increasing our network speed and improving broadband access and affordability.
The Government aims to increase broadband penetration to 75% of the population by
2015. We are delighted to be able to help turn this aspiration to reality, by providing
a best-in-class communications infrastructure to provide connectivity and internet
access for personal and business use across Peninsular Malaysia, Sabah and Sarawak.
Our agreement with MEASAT Broadband (International) Ltd, signed late last year,
will improve connectivity to all parts of the country, particularly for underserved
communities in remote areas.
Our 3G coverage is now the widest in Malaysia, reaching out to more than 81% of
the population. In 2011, we upgraded our core transmission network to 100Gbps.
This means that our users now get the best of fixed and mobile internet with higher
network efficiency, speed and protection. We have also been aggressively modernising
and upgrading our core, transmission and radio network.