Download - Axiata Group Berhad - Investor Relations

EBITDA (RM Million)+ 14.3%+ 6.0%+ 11.0%2,5412,822EBITDA+11.0%664 664 682 716 7594Q 08 1Q 09 2Q 09 3Q 09 4Q 09 FY08 FY09*Excluding holding company recharge of RM23 million for FY09Greater focus was placed onincreasing Celcom Biz’s Machine-to-Machine (M2M), leased circuits, VerySmall Aperture Terminal (VSAT) andGSM Payphone business. Other thanthat, Celcom also renewed itsVodafone partnership, with greateremphasis on Vodafone GlobalEnterprise (VGE) accounts, whichresulted in a number of key MNCcustomer acquisitions.Tighter integration with Vodafonealso resulted in the launch ofVodafone Spend Manager andVodafone Invoice Manager Products,which provide MNCs with full visibilityinto their communications’ spending.Customer ServiceLaunched in 2009, the OnlineCustomer Service (OCS), is analternative channel for customers tomanage individual and family mobilephone accounts with just a click of amouse.The service aims to increasecustomers’ satisfaction by providingthem with the ease and convenienceto further enhance their mobilelifestyles.TechnologyCelcom embarked on variousi n i t i a t i v e s a n d m e a s u r e s f o rtechnology enhancements throughout2009. The initiatives, in general,included network modernisation,enhancement of customer touchpoints, fixing the fundamentals for IT& Billing areas, as well as tighteningand enhancing IP network security.The 3G network coverage, capacityand quality have been continuouslyenhanced throughout the year tocater to the increasing customerdemand on data related services.The 2G network, already mature,had minimal coverage expansionwith a focus mainly on rural mobilecoverage and to address customerneeds.On service quality enhancementinitiatives, Celcom had established anew Service Operation Centre (SOC),a dedicated contact point fortechnical customer complaints.Celcom is proud to have beencertified with the ISO 9001:2008Provision of Billing Change RequestLifecycle Management (CRLM)Certification by the CertificationPanel SIRIM QAS International Sdn.Bhd.Strategic AlliancesCelcom continues to strengthen andmaintain its strategic alliances withits four MVNOs. Merchantradespecifically targets the foreignworkers segment and continued itsstrong growth momentum especiallyin the fourth quarter of 2009. Fromthe end of the third quarter to theend of the fourth quarter of 2009,Merchantrade saw a phenomenalgrowth of close to 150% in activesubscribers, as a result of revising itsrates to compete with an intensifyingmarket segment.Meanwhile, REDtone Mobile saw itssubscribers double in 2009. REDtoneMobile is an MVNO partner that provideshigh speed Internet service, datasolutions and discounted VoIP servicesmainly targeting the SME market.Axiata Group Berhad • 108