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17 May 2012 CSOC BAU, Customer Service Management

TM SMS 62100 Service Awareness & Updates. SMS62100 Self-Service & KCI . 17 May 2012 CSOC BAU, Customer Service Management. To brief CSM State on TM SMS 62100 services To provide an updates of the progress and latest development TM SMS 62100 services. Awareness & Updates . Sneak Preview –

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17 May 2012 CSOC BAU, Customer Service Management

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  1. TM SMS 62100 Service Awareness & Updates SMS62100 Self-Service & KCI 17 May 2012 CSOC BAU, Customer Service Management

  2. To brief CSM State on TM SMS 62100 services • To provide an updates of the progress and latest development TM SMS 62100 services Awareness & Updates Sneak Preview – TM SMS 62100 • Deliverable in phases. Currently works in iCare Prime environment ONLY. • Critical success factor: • Availability of the info/content to update customer • Accuracy of the information The objective of today’s session….. • As an alternative customer interaction channels • To KCI customer on Service Request (SR) status, application status, trouble ticket status & billing rebate status Deliverable & Critical Success Factor

  3. TM SMS 62100 solution was designed to cater a complete service value chain Fulfillment, Assurance, Complaint & Billing for Telephony & Streamyx services to achieve the following . . .  Improve Customer Experience No waiting in queue to reach TM Call Center for simple and routine info.  Alternate Communication Channel for Customers Provide two-way interactive SMS solution for customers to interact with TM  Reduce Operational Cost for TM • Positioned as self-service solution for customers, forecasted to reduce 30% call volume as part of cost avoidance strategy program • Automate routine task handled by live-agents.

  4. TM SMS 62100 solution was divided into 2 main components i.e. self-service (2 way comm) and auto-notification services (1 way comm) . The modules offers a self-service for customer to reach 100 Contact Center and a platform for TM to update customer on application, fault and billing status. TM SMS 62100 SCOPE SMS Self-Service Keep Customer Informed (KCI) • Improve Customer Experience • Meeting Customer Expectation 4

  5. TM SMS62100 roadmap …..the transformation to provide better customer experience in delivering our promise… 2012 2011 2010 18 April 2012 • KCI enhance module: • Fulfillment • Waiters • Pending Customer • Pending Cancel Due to Technical • Post Completion • Assurance • CKC • Upon SR Closure • Upon SR Closure No Tollgate Session • Billing • SR Investigation Status 20 April 2011 • Launching of SMS self-service for module: • DEL Restoration • Billing Enquiry • Promotion 29 Nov 2010 • Launching of SMS self-service module: • Registration SMS service • Change Mobile Number • Streamyx Service Availability • KCI for Billing Auto SMS Notification for TOS/RTN/Payment Reminder 19 Dec 2011 • Launching of SMS self-service for module: • Streamyx Restoration • Self-service General Complaint • KCI for Fulfillment module • Post Completion 10 August 2012 • Enhance KCI Fulfillment module for DEL & COMBO 5

  6. TM SMS 62100 Self-Service features that offers new customer experience engaging with 100 Contact Center Self SMS Registration E.g. Type <Reg><Home phone no.><name><new IC> • Mobile Registration ; <Reg> • Change Mobile Number; <Chg> Promotion/Campaign E.g. Type <Promo><Promo Code> Campaign promotion info ; <Promo> Registration and Enquiry Billing Management E.g. Type <Bill1><Home phone no. with area-code> To request bill statement ; <Bill1> To request status rebate and refund statement ; <Bill2> or <Bill3> To report problem for fault No Tone and Noisy ; <Fault1> or <Fault2> To report for Streamyx problem ; <FaultStx><preferred date & time> To check report status ; <Fault3> Restoration E.g. Type <Fault1><Home phone no. with area-code> Customer Complaint E.g. Type <COMP><home phone no.><problem description> To lodge a general complaint SMS will auto routed to ACG ; <COMP>

  7. Customer Journey : KCI Process at each step of Value Chain providing customer peace of mind knowing that they are in good hands.. Touch Point Fulfillment Assurance Billing • Notification on Waiters (On Hold) Status • Notification on successful application status and the slotted appointment date & time • Notification on service disruption or major outage • Notification on SR investigation status Related to CKC ( With new ETTR duration from 1 to 2 weeks) Immediately after SR status change from Unassigned to Assigned for complaint All orders with Waiters (On Hold) Within1 day of order received • Notification on appointment date • Notification on adjustment status • Notification on successful restoration All orders at PA status (new & re-appt) thru upfront appt, auto slot, & manual slot Immediately after the adjustment approved After SR (with TT) Closure • Notification on complaint resolution beyond committed MTTR • Notification on cancelled order due to infra issues > 7 days of order received & under Pending Cancel Immediately at any point of time, when exceeds MTTR • Notification to pending customer for installation re-appointment > 7 days of order received & under Pending Customer • Notification on successful installation + CSI Immediately after the status changed to ‘Complete’ CSI Fulfillment: To measure customer satisfaction on overall Fulfillment process . CSI Assurance: To measure customer satisfaction on overall restoration process. 7

  8. KCI Service Fulfillment – Installation will be scheduled within 7 days. . Post completion Order capture Processing Appointment slotting Pre-installation Installation Appointment Slotting Inform customer on installation appointment date & time (am / pm) Completion order * Inform customer to install modem & start using internet since acct already activated SMS Auto / Manual -Letter SMS Auto SMS Auto SMS Auto Manual - Call SMS Auto Open Submitted Processing (PA) Slot Appt. & Assign SI Jumpering Installation at Customer Premise Online activation & Post Comp. in ICP Owner Processor GIT Processor SFM SI & Customer System ZFT / SI 24 – 48 hrs 24 – 48 hrs 24 hrs 24 hrs 24 hrs • Completed order status • DEL/Stx/Combo Create order in ICP PA - Service available • Confirmation of installation 1 day before • Installation & Configuration at Customer Premise • Set • appointment Process • * Happy Call SIB/DIY 1 2 4a 5 Waiters P.Customer Re-Appointment KCI 3 4b Cancel Order Due to Technical Appendix 1 Appendix 2 Appendix 3 Appendix 5 Appendix 4a Script Appendix 4b Method • 100% SMS sent: • Activation : upon service activated • 100% SMS sent to notify customer on installation appointment date • 100% appt. slot within 48 hrs 100% SMS sent once order changed to Waiters • 100% SMS sent: • Orders to be re-appt by customer • Cancelled due tech. KPI Enhanced Module Automate KCI (SMS) Manual Interaction New Module 8

  9. Inform TT creation and new promise technician will contact within 24hrs for repair Inform fault has been resolved and to rate the restoration process Manual -Call Auto - SMS SMS Auto SMS Auto KCI Service Assurance – Technician will call customer within 24hours to arrange for a repair Receive Report Assign TT Restoration Resolve TT Closed TT Open SR Open TT Pending Assign Assign In Progress Resolved TT Closed TT Closed SR Contact Centre RCC ZFT / TROS RCC RCC (DEL) / CPC (Streamyx) Owner 4 hrs 16 hrs 4 hrs 24hrs ZFT / RT perform restoration YES RCC validate & assign to Repair Tem Resolved SR creation + 1st Line filtration Create TT pass to 2nd line filtration Process CKC Closed YES Inform customer CKC Status NO 1 2 Inform CKC has been created and ETTR KCI Appendix 2 Appendix 1 Script Method 100% SMS sent to TT linked to CKC • 100% technician call customer within 24hours • Complaint due to non-adherence of promise 100% SMS sent to SR Closed TT Closed KPI 9 Enhanced Module Automate KCI (SMS) Manual Interaction

  10. KCI Billing Complaint – Resolution promise within 15 days from date of bill dispute . . . Case Logging & Registration (TMP /CC) 3rd Party Case Escalation (3rd PARTY) Rebate Proposal (CSM) Rebate Approval – Committee (LOB & CSM) Case Closure (CSM) Inform customer on promise & provide reference number Update customer investigation outcome Update customer rebate rejected & close case Manual - Call/ Face to face Manual - Email/ Letter SMS Auto (4a,4b) Manual - Email/Letter (4c) SMS Auto Case Investigation (CSM) Timeline 0 day 1 - 2 days 10 - 11 days 1 day 2 days 0 day • Investigate & update customer on result • Propose adjustment Assign SR • Update customer on approved adj. Investigate • SR creation • Capture details Process • Approve adjustment • Resolve & Close SR • Pending & Assign SR activity (3rd party) • Update customer on rejected adj. • Reject adjustment 1 2 3 Update customer case is currently under investigation 4a Update customer approve rebate amount & case close KCI 4a Inform customer investigation ongoing if still open after 15days 4b 4c Appendix 1 Appendix 2 Appendix 3 Appendix 4a Appendix 4b Script Appendix 4c Method 90% Resolution within 15 days 90% Feedback within 10 days 90% Satisfaction received from Customer KPI Mean Time To Resolve (MTTRe) 10 Enhanced Module Automate KCI (SMS) Manual Interaction

  11. SMS 62100 Self-Service Traffics Analysis • Highlight Analysis : • YTD total SMS traffics for Registration module was recorded 42,754 • Technical self-service has shown an increase trend. Average of 535 TT auto-created/month • Statistics shown that the self-service figure is low due to lack of promotion activity on SMS62100 service *Others: Manual SMS blast (Super Speed Me, awareness ), Survey, Promo, etc.

  12. SMS 62100 - KCI Traffics Analysis • Highlight Analysis : • KCI Billing module generate 53% or 296,171 SMS traffics. Total YTD SMS traffic is recorded 573,949 • KCI Fulfillment module contribute 38% or 212,413. • KCI Assurance module statistic showed about 48,415 or 8.8% SMS has been sent to customers Notes : i. KCI Fulfillment, Assurance and Billing Investigation module go-live is in Apr2012 Ii. KCI Fulfillment Post Completion module go-live in Dec2011 Iii. KCI Billing TOS/RTN/Payment Reminder module go-live in 2010

  13. SMS62100 Self-Service Reporting Tools SMS62100 traffic is captured in SMS62100 Portal Extraction of data is based on SMS module & <keyword> Statistic of SMS traffics is auto generate by the portal SMS62100 KCI Reporting Tools URL as below: http://10.1.52.61:8080/SMS/2012-04/ SMS62100 traffic is captured in KCI Portal Extraction of data is based On KCI module Statistic of KCI SMS traffics is auto generate

  14. CRITICAL SUCCESS FACTOR AND SUPPORT NEEDED FROM STATE . . . • 1. CSM State to highlight the importance of RNO roles and responsibility to adhere the Assurance process & procedure. Feedback that we gathered as below: • TT/SR Closed but customer problem still not resolved • Appointment has been set by ZFT/RCC with customer but TT/SR is being Closed • Appointment has been set but technician did not turn up or miss appointment • Customer create TT through SMS, received SMS notification from TM but when check in iCP the TT already closed by ZFT/RCC 2. To fully utilise SMS62100 platform in updating to customer on complaint status 3. To promote SMS62100 self-service when interact with customers.

  15. Quick registration as sms user

  16. Registration as SMS users: Type <REG> <space> <home phone no. with area code> <space> <name> <space> <new IC> and to send to 62100 In order to enjoy the SMS self service, TM customer require to register their mobile number with TM SMS From TM SMS From Customers

  17. Further inquiry RIZAL OTHMAN, Assistant General Manager, CEAI, CSOC BAU Customer Service Management JUHAIZI HARUN, Manager CEAI, CSOC BAU Customer Service Manager

  18. THANK YOU 18

  19. Appendix 1 SMS KCI Fulfillment: 1 Way Module: WAITERS Module Go Live : 18 April 2012 To notify that order status changed to On Hold SMS System SMS System SMS System Streamyx DEL COMBO • Process behind: • 100 will pick up call from customer and check in ICP to confirm on the details. • 100 is also to check the RFSI in respective system & update customer RM0.00 Msg frm TM: Apologies, we are unable to fulfill yr broadband svc due to svc unavailability. We will update you once the svc is available. Tq . RM0.00 Msg frm TM: Apologies, we are unable to fulfill yr broadband svc due to svc unavailability. We will update you once the svc is available. Tq . RM0.00 Msg frm TM: Apologies, we are unable to fulfill yr phone svc due to svc unavailability. We will update you once the svc is available. Tq. Process to ensure action done by 100: System will provide SMS Waiters report daily. Weekly SR report on waiters CSM will take sample case and analyze for further improvement Back Note: Script approved

  20. Appendix 2 SMS KCI Fulfillment: 1 Way Module: APPOINTMENT Module Go Live : 10 Aug 2012 To notify customer on application status and appointment date SMS System SMS System SMS System Streamyx DEL COMBO • Process behind: • 100 will pick up call from customer and check in ICP to confirm on the details. • 100 to re-appt in ICP based on new date given by customer • SFM to slot SI/Installer based on re-appt date RM0.00 Msg frm TM: Yr phone installation will be performed by XXXXXXXXXXXXXXX - XXXXXXXXXX  on dd/mm/yy for order X-XXXXXXXX. Pls call 100 for any re-appointment RM0.00 Msg frm TM: Yr Broadband installation will be performed by XXXXXXXXXXXXXXX - XXXXXXXXXX  on dd/mm/yy for order X-XXXXXXXX. Pls call 100 for any re-appointment RM0.00 Msg frm TM: Yr Broadband installation will be performed by XXXXXXXXXXXXXXX - XXXXXXXXXX  on dd/mm/yy for order X-XXXXXXXX. Pls call 100 for any re-appointment . • Process to ensure action done by respective team: • 100 will be briefed on sms notification including estimated re-appt volume • 100 will follow their current process flow with SFM on appointment slotting. Back 20 Note: Script need to be reviewed and approved

  21. Appendix 3 SMS KCI Fulfillment: Manual KCI : Happy Call SIB/DIY Back 21

  22. Appendix 4a 1 Way Module: KCI FULFILLMENT – PENDING CUSTOMER Module Go Live-Streamyx : 18 April 2012 Module Go Live-DEL & COMBO : 10 Aug 2012 SMS KCI Fulfillment: To notify that order is pending for installation SMS System SMS System SMS System Streamyx DEL COMBO RM0.00 Msg frm TM: Yr svc request is ready for activation. Pls call 100 within 7 days to set an appointment. Tq n best wishes. RM0.00 Msg frm TM: Yr Phone application is ready for installation. For re-appointment, pls call 100.TQ RM0.00 Msg frm TM: Yr Broadband application is ready for installation. For re-appointment, pls call 100.TQ Back 22 Note: Script Approved Note: Script need to be reviewed and approved

  23. Appendix 4b SMS KCI Fulfillment: 1 Way Module: KCI FULFILLMENT – PENDING CANCEL DUE TECHNICAL Module Go Live-Streamyx : 18 April 2012 Module Go Live-DEL & COMBO : 10 Aug 2012 To notify that order is cancel due to technical issue SMS System SMS System SMS System • Process behind: • ICP provide report daily on order to be canceled due to technical • CSO HQ (Streamyx) and CSO State (DEL/COMBO) will extract and cancel the order daily • SMS will be sent to customer 7 minutes after cancellation done by using 3 cancellation reason code (DEL/COMBO/Streamyx) • C. Tech Req Cancel -Infra Issue) • C. Tech Req Cancel – No Signal • C. NIS Not Supported DEL COMBO Streamyx RM0.00 Msg frm TM: TQ for waiting. Regretfully, we are unable to fulfill the Broadband service in yr premise. Yr application will be cancelled. RM0.00 Msg frm TM: TQ for waiting. Regretfully, we are unable to fulfill the Phone service in yr premise. Yr application will be cancelled. RM0.00 Msg frm TM: TQ for waiting. Regretfully, we are unable to fulfill the Broadband service in yr premise. Yr application will be cancelled. • Process to ensure action done by respective team: • SMS system will provide report daily on sms sent to customer • CSO HQ will extract report and compared with the cancellation list. Back 23 Note: Script need to be reviewed and approved Note: Script approved

  24. Appendix 5a SMS KCI Fulfillment: 1 Way Module: KCI FULFILLMENT –COMPLETION ORDER Module Go Live: 19 Dec 2011 To notify that DEL , COMBO and, Streamyx order are completed SMS System SMS System SMS System COMBO Streamyx DEL RM0.00 Msg frm TM: Yr phone svc has now been activated. Pls call 100 on any queries. Tq for yr support n best wishes. RM0.00 Msg frm TM: Yr Combo svc has now been activated. Pls call 100 on any queries. Tq for yr support n best wishes. RM0.00 Msg frm TM: Yr broadband svc has now been activated. Pls call 100 on any queries. Tq for yr support n best wishes. Back 24 Note: Script Approved

  25. Appendix 1 SMS KCI Assurance: 1 Way Module: KCI ASSURANCE – CKC STATUS Module Go Live : 18 April 2012 To notify customer once TT linked to a CKC SMS System TM: TT Related to CKC • Process behind: • SMS TT Related to CKC, sent to TT linked to CKC with ETTR provided by ZFT. • SMS will be sent to customer once RCC created CKC and link all TT to CKC • RCC/ZFT must fill in Estimation Restoration Time field in CKC RM0.00 Msg frm TM: Dear Sir/Mdm, regret to inform you there is a svc disruption in yr area. Expected restoration of yr svc by dd/mm/yy. Tq for yr patience. Require TOP support & commitment • Process to ensure action done by respective team: • To ensure ZFT to restore CKC within target MTTR CKC Note: Script Approved Back Notes: To exclude CKC Beyond Control (CKC due to Internal building maintenance, Cable Theft , Remote Area & Underground Breakdown because of the problem complexity and longer time taken to be resolved) – will discuss further with TOP & NNO on way forward 25

  26. SMS62100 Phase 2: Tollgate Integration Module – Latest update Appendix 2 SR creation + 1st Line filtration TT creation Dispatch Repair Tech escalation Complete Verification Closed Toll Gate TT Status Streamyx TT with Resolved Status ( ICP ) Toll Gate < 1 hour TT Auto- Closed + > 1 hour Session Detect? Auto SMS Notification upon SR Closure SR Auto-Closed N Y TT Auto- Closed + SR Auto-Closed END Auto SMS Notification upon SR Closure + CSI Back Notes: Session detect > 1hour : to be revised further with TOP & NNO on the duration. Suggestion : > 3hours or > 24hours.

  27. SMS KCI Assurance: 1 Ways Module: AUTO SMS NOTIFICATION UPON SR CLOSURE Module Go Live : 18 April 2012 To notify customer upon SR Closure for TT Streamyx with no session detected in tollgate. SMS System TT Closure • Process behind: • For Streamyx TT, If no session detected after 1 hour, TT and SR will be auto-closed and SMS will be sent to customer. RM0.00 Msg frm TM: We’re glad to inform u svc restoration for <1-23456789> has been completed. Pls call 100 if you need assistance. Tq n best wishes. • Process to ensure action done by respective team: • To ensure ZFT to resolved the fault before the TT is completed / closed. Require TOP support & commitment Require TOP support & commitment Note: Script Approved Back 27

  28. SMS KCI Assurance: 1 Way Module: SR CLOSURE Module Go Live : 18 April 2012 To notify customer upon SR Closure for TT Streamyx with session detected in tollgate & TT DEL. SMS System SR Closure • Process behind: • For DEL, SMS will be sent to all SR with TT Closed. • For Streamyx, after session detected at tollgate, TT & SR will closed and SMS will be sent to customer. • ICP provide report on SR with TT Closure daily. • SMS on SR closed will be sent upon SR Closed. RM0.00 Msg frm TM: Dear Sir/Mdm, we’re glad to inform u yr svc has now been restored. Pls call 100 if you need assistance. TQ n best wishes. • Process to ensure action done by respective team: • To ensure ZFT to resolved the fault before the TT is completed / closed. Require TOP support & commitment Require TOP support & commitment Back Note: Script Approved 28

  29. 5,653 Delivering New Promise – Proposed Script Appendix 1 Unit of measure * Footnote Source: Source Teleconversation / Email / Face to Face: English “Sir / Ma’am, your case required further investigation and will be attended and resolved within 15days. You will be updated on the progress via call / e-mail / letter or SMS. Your reference number is 1-23456789.” Bahasa Malaysia "Tuan / Puan, aduan ini memerlukan siasatan lanjut dan akan dikendalikan dan diselesaikan dalam tempoh masa 15 hari. Kami akan memaklumkan hasil siasatan kepada Tuan / Puan melalui e-mel / surat / SMS. Nombor rujukan ialah 1-23456789". Back 29

  30. Appendix 2 SMS KCI Billing 1 Way Module: SR INVESTIGATION STATUS Module Go Live : 18 April 2012 To notify customer on billing complaint status SMS System Streamyx/DEL/COMBO • Process behind: • System SMS62100 will auto SMS to customer whenever billing complaint SR status in ICP changed from ‘unassigned’ to ‘ assigned’ RM0.00 Msg frm TM: Congrats, yr Streamyx application is successful. Yr appt date will be on dd/mm/yy. If u disagree call 100 for re appointment. TQ RM0.00 Msg frm TM: Dear Sir/Mdm, we are currently investigating yr billing complaint, report no. 1-123456789. Tq for yr kind patience. Back Note: Script approved 30

  31. 5,653 KCI – Sample of update to customer on case finding (customer not entitle to get rebate or dispute is invalid) Appendix 3 Unit of measure * Footnote Source: Source Email / Letter Update: Dear Mr. Gerald, Thank you for bringing this matter to our attention. We regret that your Streamyx connection does not function to the expected level of efficiency. With regards to the Streamyx connection failure at your premise, we understand your frustration regarding this matter. Upon checking in our system, we only found there was 1 report log in respect of Streamyx service. ICARE/ TR Num: 1-2345678910 Date Created: 16th January 2010 Date closed: 17th January 2010 Case Subject: Cannot Connect (DSL Stable) – Troubleshooting provided Furthermore, we notice that technical assistance has been provided on 16th January 2010 and the case was closed on the same day / within 3 days. Following that, we did not receive any technical report in relation with above issue. Thus, we believe you did not face any difficulties in using our services hereafter. Kindly be informed, the minimum interruption period where we will take into consideration for rebate proposal is 4 days and above. Therefore, we are unable to proceed with further action due to above reason. For further assistance or feedback, kindly visit www.tm.net.my or e-mail us at: help@tm.com.my. You may also contact TM at 100. Thank you. Back 31

  32. Appendix 4a SMS KCI Billing 1 Way Module:ADJUSTMENT APPROVAL STATUS Module Go Live : 10 Aug 2012 To notify customer on adjustment approval status SMS System Streamyx/DEL/COMBO • Process behind: • System SMS62100 will auto SMS to customer whenever billing complaint SR status in ICP is become ‘resolved’ and all adjustment status under the SR are ‘approved’ RM0.00 Msg frm TM: Congrats, yr Streamyx application is successful. Yr appt date will be on dd/mm/yy. If u disagree call 100 for re appointment. TQ RM0.00 Msg frm TM: Congrats, your rebate request for rpt no. 1-XXXXXXXXX, is approved at RMXXX.XX & will appear in yr bill within next 2 mths. TQ Back Note: Script need to be reviewed and approved 32

  33. Appendix 4b SMS KCI Billing 1 Way Module: SR INVESTIGATION STATUS– DELAY RESOLUTION Module Go Live : 10 Aug 2012 To notify customer on further delay of billing complaint resolution SMS System Streamyx/DEL/COMBO • Process behind: • System SMS62100 will auto SMS to customer whenever ‘aging’ of billing complaint SR in ICP is reaching 16 days. RM0.00 Msg frm TM: Congrats, yr Streamyx application is successful. Yr appt date will be on dd/mm/yy. If u disagree call 100 for re appointment. TQ RM0.00 Msg frm TM: For yr info, we need more time in investigating your billing complaint for rpt no. 1-xxxxxxxxx Will update U within the next 15 days. TQ Back Note: Script need to be reviewed and approved 33

  34. 5,653 Appendix 4c Unit of measure Email / Letter Update: Dear Mr. Gerald, Thank you for your patience and understanding. We write in response to your request at TMpoint Petaling Jaya dated 5th April 2010 pertaining to the matter above. With regards to your rebate request for the fraud account issue, we regret to inform that the adjustment has been rejected by our management. Please note that there were valid technical report and usages recorded in your account. Therefore we are unable to propose adjustment for your account. We truly apologise for any inconveniences cause. Nevertheless, we would like to express our high appreciation for your patience and understanding. For further assistance or feedback, kindly visit www.tm.net.my or e-mail us at: help@tm.com.my. You may also contact TM at 100. Thank you. * Footnote Source: Source KCI – Sample of inform to customer rebate request has been Rejected (Fraud account case) Back 34

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