ENRICHING LIVES EXPANDING HORIZONS - Maxis

MAXIS BERHAD
ANNUAL REPORT 2011
83
Interactive Online Platform
Our interactive online platform and
contact centre is available to postpaid,
broadband and prepaid customers
24 hours a day, 7 days a week. Maxis
received almost 18 million visitors to
our main websites Maxis.com.my and
Hotlink.com.my throughout 2011.
To serve our online community,
Maxis has created Maxis Forum at
https://forum.maxis.com.my/ where
people can share and exchange
information and access helpful solutions
and tips including current promotions,
mobile devices and rate plans and network
coverage updates.
Maxis Connects offers personalised
customer service through Twitter
(@MaxisListens) which is supported by
Maxis’ employees. This service which
operates from 9 am to 12 midnight
daily, allows our customer to tweet their
questions and our Maxis employees will
revert with helpful answers. Maxis had
an online community of over 700,000
on Twitter and Facebook as at the end
of 2011.
The introduction of this social platform
won Maxis the Gold Award for Best
Social Media Programme in Contact
Centre, at the 12th CCAM Excellence
Award 2011.
On 1 July 2011, Hotlink re-launched
itself with a fresh new look and campaign
themed “Now You Can” aimed at
making life better for customers through
innovative products and services and
unique experiences. Several initiatives
were introduced for customers who
spend a great deal of their time in
cyberspace.
In the “Bloggers without Borders”
online contest, Hotlink customers
voted for their favourite blogger on
www.nowyoucan.my. Three bloggers
with the most votes were packed off
on an adventure of a lifetime and sent
tweets, blogs and video updates of
their experiences via Hotlink prepaid
data roaming and a Hotlink prepaid
smartphone.
In 2011, we introduced the first Hotlink
People Powered Concert featuring Yuna,
a popular Malaysian singer-songwriter.
She wrote a song which Hotlink
customers were asked to name. It was
performed live to an online audience
of 10,000 customers on 14 December,
powered by Maxis Cloud Computing
services. A total of 2,348 submissions
were sent in and the Hotlink-Yuna page
received 220,336 hits in the following
two weeks.
The online channel is becoming
increasingly popular as a way to engage
with our customers and will continue to
be an area of strategic focus for Maxis in
2012 and beyond.
The Yuna music box
allowed our customers
to record themselves
singing for a chance to
be featured in her new
music video.
“At Maxis, we are eager to respond to the seismic shift in consumer behavior,
providing solutions to promote the rapid adoption of social and digital media as
a primary means of connection and communication. Internally we are investing
heavily in leading-edge information systems to enable us to serve our customers
in the most convenient and quickest manner - be it through a phone call to our
contact centre, a visit to our stores or while they are at home communicating with
us via a multitude of social channels available on the internet today.”
Lee Chuan Yew
Chief Information Officer