dtac Transformation

dtac bets on agile to discover a better way of work

dtac has set up a group of Agile Frontrunners, eight pilot teams exploring a new way of work, agile, which allows individuals to be more empowered, launch new products and services faster and better understand customers. We spoke to one of the three "tribe leaders," Mr. Panthep Nilasinthop, dtac's Head of Digital Services and Sales. He shares how even in the very early stages of agile, he can feel a deep change in the team's energy, enthusiasm and passion. What’s Agile? And why did dtac embrace this method? Conventionally, corporations set up a range of departments across different locations. This commonly leads to working in silos. But the concept of agile working is totally different. It brings experts from each field to work together. By this way, they can share ideas cross-functionally and effectively create products and services . At dtac, we started setting up “Agile Frontrunners," which consist of three tribes divided into eight squads, with a primary focus on improving customer experience. For example, the prepaid base acquisition tribe is responsible for new customers who have never subscribed to dtac services. The postpaid based management tribe oversees product and services enhancement for the existing customers. And the digital…

How partnerships work in the collaboration era of digital transformation

“Two heads are better than one” is a proverb that underscores the importance of collaboration. When it comes to business, partnerships are becoming increasingly important in the digital economy, as business models evolve and product innovations demand expertise from other industries. We speak to Pipat Srimattakul, Head of Partnership at dtac and his team on how dtac is working on this opportunity: "Under a traditional prospect of partnership, we would o a more horizontal integration by partnering with over-the-top (OTT) service providers and designing a variety of bundle offers. However, digital transformation is putting the telcos industry in a more complex and challenging situation. The emergence of cutting-edge technologies like 5G and Internet of Things (IoT) is expected to reshape the industry landscape, which drives us to be prepared in the future holistically as a digital ecosystem," he said. “The rapid evolution of technologies causes a different means of consumer competition. We will see various forms of partnership strategy across the industries, not just telecoms." This is why digital partnership team has been reorganized under the Business Group. The responsibilities of Partnership team can be divided into three areas: First is centralizing partnership where dtac has already joined forces, which allows us to…

dtac hosts Telenor Youth Forum finale with delegates from Thailand, Asia and Europe

BANGKOK, 29 May 2019 – The Telenor Youth Forum’s 2018-2019 program concluded this week at the dtac headquarters in Bangkok, where the delegation of 16 young leaders from eight nations pitched their four digital services to Telenor Group and dtac leadership, including experts from Plan International, UNICEF and the Nobel Peace Centre, Rakbankerd, and dtac CEO Alexandra Reich. Each year, the Telenor Youth Forum brings together young change leaders for six months of intense development work and remote collaboration spread across nations. There were two delegates from Thailand. Cherngchay Tacho’s team worked on a digital platform to raise mental health awareness. And Thanapa Ukaranun’s team worked on an app to connect the elderly to potential customers interested in learning skills from them, such as cooking or handicrafts. Targeting inequalities in the rice supply chain in Asia, the team of youth delegates behind AgriMatch, a mobile application that uses geolocation to connect farmers to middlemen and vice versa, has won the Telenor Youth Forum 2018-2019 cycle and USD 15,000 (THB477,000) in seed funding. The winning team, AgriMatch aims to pilot their service in Myanmar where more than 70 percent of the population relies on agriculture as their primary source of income,…

5 predictions on how IoT will drive the connected economy

Connectivity and digitalization are rapidly transforming the global economy – but where will the biggest impact be felt? To help you find your way in an evolving business landscape, Telenor Connexion has worked with analysts from Stockholm-based consulting firm Northstream to identify five major trends related to IoT and digital transformation. Prediction 1: Enterprise data will take the lead in data trading The abundance of data coming from connected “things” in the IoT has opened up new markets in which data is bought and sold in many forms. While it has been predicted that collected consumer data will be a valuable asset for many companies, there are still many privacy issues hindering the trade personal data. In contrast, enterprises which deploy connected devices and products have an advantage when it comes to turning data into revenue. Aggregated, non-personal data coming from “things” in the IoT will be the “hotbed” of the emerging data trading industry. Prediction 2: Digital value will be unlocked faster IoT newcomers will “leap” over the complexity that first movers experienced and develop IoT solutions in a shorter amount of time and at a much lower cost than previously possible. Early IoT adopters had to do the groundwork…

The new weapon against drug-resistant malaria is in our hands

A new study has found that combining malaria genetic data with human mobility data from mobile networks can help map and predict the spread of drug-resistant malaria. The study was conducted by the Harvard TH Chan School of Public Health, Telenor Group, Mahidol-Oxford Research Unit and the National Malaria Elimination Programme in Bangladesh. The study, mapping imported malaria in Bangladesh using parasite genetic and human mobility data, is one of the largest efforts ever undertaken to quantify the human mobility patterns which spread disease. By modelling population movements that spread new, drug-resistant forms of malaria, the study aimed to help local health authorities track and contain this emerging threat to health in Southeast Asia. Combining epidemiological data, travel surveys, parasite genetic data, and anonymised mobile phone data from Telenor’s local operations, Grameenphone, the study was able to measure the geographic spread of different types of malaria parasites in southeast Bangladesh, including drug-resistant mutations. Data pointed to transmission from outside high-incidence areas, and showed substantial transfer of parasites throughout the Chittagong Hill Tracts in southeast Bangladesh. “Our combined method gave us detailed insight into the direction and intensity of parasite flow between locations,” Hsiao-Han Chang, Research Associate at Harvard T.H. Chan School of Public Health,…

How dtac is better supporting Thailand’s SMEs

Every 10 to 15 minutes or so, the room dedicated to dtac’s small and medium enterprise customers erupts in clapping and cheering. Each outburst represents a sale, which pops up on all the salespersons mobile devices as a notification, and on flat screens in their open space. This celebration of small wins is just one of the initiatives brought out by Magnus Muller, who joined dtac in June 2018 as the head of its Small and Medium Enterprise (SME) division. Since then, the number of new SME subscriptions sold each month has increased by 220 percent. “Many people are afraid to say they work in sales. People think sales is just a number, just money. I want us to be proud. I want to have that visibility. Every time we cheer, that’s an actual customer we’ve acquired and for whom we can make a difference,” says Magnus. “Celebrating makes us confident.” Magnus also ascribes the team’s success to a heightened empathy for dtac’s SME customers: “I worked in an SME for 10 years. They have such a hard everyday life. They don’t have the resources and internal capacities. They have to do everything themselves: fix the Wi-Fi, clean the toilets,…

How dtac can better understand its customers with data science

Telecoms are considered one of the most highly competitive industry. Price is no longer an effective differentiator. That’s why customer experience is what telecom companies are moving towards. A study from Analysys Mason showed that every one percent increase in telco’s Net Promoter Score results in a four percent decrease in churn. It means that brands should understand more customers individually. dtac’s SATYA project was formed with the mix of different unit employees - market insight, prepaid and postpaid market and brand communications - to identify its customer segments and find out the shared values between dtac and its customers. And that’s the first step of understanding its customers. And one of project members was Kasidis Satangmongkol, a data scientist in the customer value management division. He oversaw dtac's customer segmentation, allowing a better understanding of its 20 million customers. "Customer segmentation was conducted by both quantitative and qualitative research to measure customer attitudes and behavior. Subsequently, we brought a huge amount of collected customer data usage to match with each segment," he said. From the research, five segments were identified: Offliner They are mostly retirees residing upcountry. National TV channels and other traditional media remain their main consumption. But they still use feature phone…

dtac’s special team fixing up to 90 percent of customer complaints

In three months, the "Delight Team" was able to reduce certain categories of customer complaints by up to 90 percent. dtac set up a special task force in November 2019 with a key mission to reduce customer complaints, which increased due to a complex transition in dtac's spectrum holdings after 29 years under a concession regime. The established cross-functional team called “Delight team”, is led by Mr. Raewat Tankittikorn, "head of channel strategy and partnership" with joint members from multiple departments - technology group, call center, digital community, postpaid marketing and brand communications. From a vast number of complaints, they were classified as 115 problems that helped us to be more focused and prioritized - solve and prevent pain points. The aim was to fix and improve customer experiences and satisfaction. How cross-functional culture promotes efficacy “It’s impossible to fix problems by working in silos. But things will be a lot easier when you have those members from different units at a place. They bring their expertise to help fix problem. We will get a variety of views through each member lens," he said. There are many impactful benefits of cross-functional team. It is a way to optimize flexibility, creativity and productivity. Working in cross-functional…

dtac goes beyond basic connectivity with EV scooter platform

The full-fledged electric vehicle ecosystem vows to tackle pollution while providing a safer, cleaner, and more affordable transportation system in Thailand February 7, 2019 – dtac is launching a new electric vehicle (EV) connectivity platform that tackles urban air pollution while greatly improving the experience of owning an electric scooter in Bangkok. dtac is the first telecommunications company in Thailand to announce a broad collaboration with leading manufacturers and partners in the electric industry. The move marks a strategic ambition for the mobile operator to go beyond basic connectivity and expand its services to new fields. The dtac EV platform will launch in Q2 2019 with two collaborators. M Vision Public Company Limited is the organizer of the EV Expo and coordinator between EV importers and distributors. FSMART, the provider of Boonterm kiosks, will operate the charging kiosks for the EV scooters. EV scooters represent a new alternative to those looking for clean transportation in the city, in addition to driving performance and cost savings. Mrs. Alexandra Reich, Chief Executive Officer and Acting Chief Marketing Officer, Total Access Communication PLC or dtac, said, “Air pollution must be addressed urgently, and everyone can be part of this sustainable, long-term solution by switching to electric cars…

Telenor to expand its 5G piloting in Norway

February 6, 2019 - Telenor Group today announced details of its expanded 5G piloting in Norway. The next generation pilot will be carried out by Telenor Norway in partnership with Ericsson and will complement the mobile operator's existing 5G pilot in Kongsberg. “It's important for Telenor to continuously expand our knowledge and experience through actively testing the 5G technology together with suppliers. Through experimenting we also assess the 5G technological requirements as well as how we and Telenor's customers can take advantage of the vast opportunities the 5G technology brings. Together with Ericsson we will experiment with ways to design the 5G network, understand the vendor capabilities and use of the technology, and test new use cases," says Ruza Sabanovic, Chief Technology Officer for Telenor Group. The new pilot will kick off in Q2 2019 and will run until 2020, when Telenor will launch its commercial 5G network to Norwegian customers. The pilot is in the planning stage and its location and specific use cases will be announced at a later stage. “We have not yet chosen our vendor for 5G. Both the existing pilot in Kongsberg and our newest pilot activity will enable us to better evaluate which technological, functional…

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