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Human of dtac

The unique needs of the fastest growing segment of digital users in Thailand

During Thailand’s lockdown prepaid mobile customers embraced digital channels. But their livelihoods are affected, making affordable connectivity more critical than ever. dtac is responding by making connectivity and adjacent services more accessible to all. This month, dtac is launching discounted pharmacy vouchers, a first that is a long way from phone calls and internet access. By partnering with licensed pharmacies across Thailand, dtac can help its customers pay less for their healthcare needs and avoid fake or incorrectly prescribed drugs on the black market. However unusual for a mobile operator, the new offer is part of a wider effort to adapt to the changing needs of prepaid customers, whose transformation accelerated during Thailand’s lockdown from March to May. To learn more, dtacblog spoke with four members of the Value Creation team, Nussaraporn Sumretphol, Sirilux Sathittaweechai, Pornruedee Boriboonphanijkit, and Mali Vithayasritada. dtac has long been aware of prepaid customers’ need for extra support to use mobile services. Since 2004, the service Jai Dee Borrow (jai dee means good-hearted in Thai) has allowed customers to borrow credit, rather than see their service suspended. Over the next decade, Jai Dee was expanded to Jai Dee Balance Transfer, Jai Dee Emergency Call Back and…

Saving businesses and putting a smile on your face is this team’s dtac reward

When Thailand’s lockdown was imposed to curb the spread of COVID-19 in late March, restaurants and food vendors had to cease operations. The impact on these small businesses was a total loss of revenue. In response to this, dtac joined hands with local food delivery services to launch the #savestreetfood campaign, offering special discounts for food delivery services through the dtac app. The initiative saw record levels of engagement on the dtac reward privileges platform, besting even pre-lockdown months. dtacblog spoke to the team behind the campaign’s success: Kasawan Kungvalpivat and Phannaphat Niyommalai from dtac reward and Peeraya Dejtanasoontorn and Chutikarn Chumnanchanun from Brand Communications. Before #savestreetfood, they had been working Happy Friday, a dtac reward campaign launched at the beginning of 2020 with offers on free food and drinks available every Friday. In the campaign’s first month, dtac reward saw more than 86,000 redemptions, thanks to a particularly popular bubble tea giveaway. But as the lockdown became imminent, most of the Happy Friday partners were about to close shop. “COVID-19 put limitations on our way of work. But it also forced us to become more creative and flexible. Otherwise, we might still have approached this campaign the same way…

New behaviors to thrive in the new normal

This is a guest post from Sharad Mehrotra, CEO of dtac. These are confusing times. No one knows exactly when lockdowns will be fully lifted or how long the economy will take to recover. Rather than attempt to divine or control the unknowable, I believe now is a good time to focus on what is within our control: our own behaviors. dtac just introduced four new behaviors to guide us in the new normal. They perfectly respond to the uncertainty and rapid pace of change that the COVID-19 outbreak has thrust upon us. This is not a time to retreat, to stop innovating or to work in isolation. On the contrary, we believe now is the time to always explore, create together, keep promises and be respectful. ALWAYS EXPLORE What we see: After the declaration of emergency, dtac saw immediate changes in the usage patterns of our customers. Productivity apps like Zoom and Microsoft Office grew by triple digits. And high-traffic areas for internet usage shifted from office centers in central Bangkok to residential zones further afield. While some emergency measures are now being relaxed, we expect remote work and a more rapid adoption of digital channels to stay. In…

Meet these dtac Heroes in the fight against COVID-19

A meaningful life on daily operation at dtac The COVID-19 pandemic has had a deep impact on the economy and our way of life, but it has also unveiled the bright side of humanity. We have witnessed tireless efforts from healthcare workers and the full support of populations the world over to their frontline fighters. At dtac, empowering societies by connecting our customers to what matters most has been the core of our business for more than 30 years. Internet connectivity impacts nearly every part of our lives, and we believe in making it personalized and relevant for our customers. With the #dtacHeroes series, we are featuring dtac employees who work on the frontline of connectivity to stand beside our customers. Previously, we featured Wasan Chanplab, who gave his all to to keep doctors and patients connected at Siriraj Hospital and Chinthanadit Pornsirikiat, who is supporting Thai businesses at this critical time. Next, we met Sunisa Sakephon, a dtac call center agent bridging the gap between patients with chronic diseases and clinicians from Siriraj Hospital. Her mission is called “dtac fights back against COVID-19”. Humanitarian mission “It’s a humanitarian mission as a part of a series of dtac’s social contributions…

Keeping business connected to customers and employees despite COVID-19

The COVID-19 epidemic has had a devastating impact on businesses. Tourism must contend with a near-total travel ban. Global logistics have been disrupted by lockdown measures. Shopping malls and restaurants have faced weeks-long closures. And consumer confidence is at a record low. With thousands of small, medium and large enterprise clients, dtac has seen firsthand the many struggles businesses must face during this difficult time. In dtac’s Business Group, Chinthanadit Pornsirikiat, an assistant manager, has a client portfolio of around 100 clients in a wide range of sectors, and all were affected. BETTER DIGITAL SERVICES “My first impulse was to reach out and ask them how they were coping with the situation. While we’re practicing social distancing and remote working, staying connected is so important. We should keep them connected. It goes beyond provider-client relationships. We go through good times and bad times together and we’ll survive together,” he said. Indeed, many businesses rely on direct contact and dtac’s shops for service—many of which were shutdown throughout March and April. Before the COVID-19 outbreak, 80 percent of customers relied on shops to make payments. With the support of people like Mr. Chinthanadit, business owners quickly discovered other channels could be equally,…

dtac CEO: “Supporting Thailand in the New Normal”

Dear customers, The threat of COVID-19 infections will end one day, although it will be many months. Even so, we are in a new normal that is here to stay no matter what: Digital channels will grow even more quickly than we had anticipated. Certain forms of social distancing measures will remain indefinitely. Recovering from the COVID-19’s economic impact will take a long time. Change is always scary but dtac responded to the COVID-19 situation quickly and effectively. And we will continue to do so. DIGITAL CHANNELS In March, dtac saw an explosion in the use of productivity apps like Zoom and Office 365. Usage of the dtac app also grew by 30 percent since the emergency decree, while daily user on dtac.co.th increased by 40% for the same period (March 25-April 23). We supported these changes with numerous measures for our customers: New packages with free data on productivity apps that are essential to Thailand’s economy. Incentives for new users of the dtac app, such as free data. Contingency measures to both maintain and continue developing our network. On the last point, dtac can continue to operate its Network Operation Center even if our headquarters were shut down. (In…

Unlocking your creativity with this denim collector even self-isolation time

Kulawit discusses about his denim collection, dress code rules and a new normal of way of working.  If you have a chance to visit dtac House, you might witness a big difference from other big firms. Yes, here has no a particular section of dress code rules. Sitting on the 37th floor, Kulawit Khumwansa is a team lead of corporate brand management and social engagement function. As his job is highly involved with creativity, it can be reflected from his clothing style, particularly jeans and denim clothing. Outer expressions of the inner self “In fact, I’m a big fan of jeans. But the turning point happened when I was visiting in Japan and had found a brand labelled Bathing Ape. It’s a Japanese streetwear brand known for their iconic ape head logo and recurring camo and shark motif. Once I had them a try, I’d say it’s a perfect fit for me, boosting self confidence and I started becoming a big fan of BAPE ever since.” His obsession with signature print of jeans had established his style and outshined himself since the day one at dtac. “Being myself makes a personal meaningful day, which also plays a significant part of…

Network field operations: the COVID-19 outbreak’s other frontline

Mobile service operators have been classified as essential services by the government and ordered to maintain uninterrupted services. To do this, network operations teams must continue to work in the field, including within the hospitals fighting the COVID-19 epidemic. We spoke to dtac’s technicians and engineers about maintaining essential services in a country in partial lockdown. “Am I scared of getting COVID-19? Yes, I am. We all are. But to keep customers connected, duty comes first. Connectivity has never been more important than during this crisis. We have a responsibility to maintain network operations as usual. I know it’s risky, but what I’m doing to keep customers connected is deeply rooted in my heart and I trust dtac’s preventive measures to keep us safe,” said Wasan Chanplab, Head of Field Network Operations BMA at dtac. Wasan Chanplab, Head of Field Network Operations BMA at dtac Social distancing has deeply transformed network operations. First, it has pushed customers towards video conferencing, thereby increasing the network load. Secondly, it has moved the bulk of internet traffic from business districts to residential areas. Thirdly, it has made accessing network sites more difficult, due to various shutdown measures. “We have a solid plan in…

dtac’s top management share their tips on working at home

Not everyone can work from home. And dtac is very proud of our frontline colleagues, both in shops and network operations. But those of us who can work from home must do so to limit the spread of COVID-19. Here, we asked dtac’s top management for their top tips on staying productive and sane while working outside the office. “Know when to take a break.” Sharad Mehrotra, Chief Executive Officer “Right now, leaders in all organizations are under immense pressure to counter the economic fallout of the COVID-19 crisis and keep their employees safe. These are unprecedented challenges causing very high stress levels. That’s why it’s more important than ever to know when to take a break and get some physical activity. Anything is possible. As the father of teenage girls, we even found ways to play sports indoors at home! It helps rejuvenate the mind to face the daunting tasks before us.” “Connect with your teams beyond just calls.” Tipayarat Kaewsringarm, Chief Sales Officer “Many of our salespersons are now working from home, but others are at one of the 126 shops we’ve reopened nationwide. Under normal circumstances, my favorite part of the job is meeting my teams in…

Four Indian dishes to boost your mind and spirit at this difficult time

Due to the spread of COVID-19, people are obliged to stay home. Of course, when you’re stuck at home for a long time, you might get stressed, disconnected and even depressed. However, I truly believe that one thing that can heal you from stress is food. For the second episode of Food Review by dtac blog. I’ve been invited as a contributor to write about my favorite food, which is the one from where I come from – Indian food. Indian food shares many features with Thai: the mix of curries and stir-fries, the use of spice, the love of rice. If you come to Southern India like Chennai and Kochi, the food there is the spiciest among all regions. While north Indian cuisine is creamy, which plays a key role in both sweet and savory dishes. And if you visit west India, you’ll savor very fresh seafood thanks to its location on a lush, forested coastline. Northeastern India is unique for its desserts. In term of ingredients, Indian food commonly includes ginger, garlic, coriander, turmeric and cumin seeds. These herbs are good for your health as they will boost your immunity, a particularly important feature during the current pandemic.…

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