ENRICHING LIVES EXPANDING HORIZONS - Maxis

60
Business Review
CEO’S
STATEMENT
Continued
“Despite their size, Maxis remains personal
through their helpful and dedicated
relationship managers. We never feel lost,
and our voice is always heard.”
Dato’ Frieda Pilus
Founding Principal,
Cempaka International Ladies College
Strategic Achievements and Directions for Value Creation
Our mission to become the nation’s premier integrated communications service
provider is underpinned by a transformation from a voice-centric business model to one
that extends into data access leadership and new revenue streams beyond telecoms,
supported by a customer-centric mindset and innovation culture.
We put customers first and at the heart of everything we do. In March 2011, Maxis
received the prestigious Putra Brand Award for “Brand of the Year” across all
categories based on consumer preference. We are delighted with this clear affirmation
of our customers’ trust in us.
WE PUT
CUSTOMERS
FIRST AND AT
THE HEART OF
EVERYTHING
WE DO
During the year, Maxis was again recognised as having the best customer service
team across all industries in Malaysia by the Customer Relationship Management
and Contact Centre Association of Malaysia (CCAM) by winning Gold Award in the
top categories including the biggest and most coveted award - the Best In-house
Inbound Contact Centre above 100 seats. This marks the second consecutive year that
Maxis has won this award. Maxis also received Gold Awards in other top categories
such as Best In-House Outbound Contact Centre below 100 seats (Sales), Best CRM
Programme, Best Social Media Programme in Contact Centre and the Prestige Award
for Corporate Social Responsibility (CSR).
Our capacity for innovation is one of our strongest differentiators. It has enabled
us to stay ahead of the game. We continued to be first-to-market with several new
applications and services. Among the most important of these was the first Managed
Machine-to-Machine (M2M) platform in Malaysia. Since launch, we have won new
deals from various business customers as part of solutions in payphone management,
ATM connectivity management, location-based services and fleet management.
Our 3G Fixed Wireless Broadband product for the Home segment, launched in
October, was another first-to-market and has been very well received. This product
will be one of our key growth-drivers in the broadband market, especially for over
three million households that do not have access to fixed line and can get home
broadband only through wireless technology. We also made good progress in
preparation for the introduction of our multi-screen IPTV service which will come to
market mid 2012. This is a very exciting development which will bring interactive
Video On Demand (VOD) services and more to Malaysia.
Maxis was conferred the
prestigious “Brand of the
Year” award at the Putra Brand
Awards, being selected based on
consumer preference.
In view of the growing digitisation of content and need for storage and our strategy
to provide our customers from various segments with multiple services from Maxis,
we launched our Data Centre in January and our Cloud Computing services in August
initially targeting the business segment.
We also launched new “life services” including E-Kelas and Health Portal which are the
foundation of our efforts in the education and health space, the two critical sectors for
NKEA and our beyond telecom strategy.