M1: Improving communications and reducing manual processes
Overview
M1, a subsidiary of Keppel Corporation, is one of Singapore’s most vibrant and dynamic communications companies, providing mobile and fixed services to over two million customers.
Since the launch of commercial services in 1997, M1 has achieved many firsts, including being the first operator to offer nationwide 4G service, as well as ultra-high-speed fixed broadband, fixed voice, and other services on the Next Generation Nationwide Broadband Network (NGNBN). With a continual focus on network quality, customer service, value, and innovation, M1 links anyone and anything; anytime, anywhere.
The challenges
M1 sought to improve and innovate its retail communication channels and workflow approval processes, as well as increase its customer communication capabilities. Prior to this initiative, M1’s processes relied on manual processes and consumed valuable time and resources. Communication templates required considerable drafting and review in order to be approved, hindering M1’s communications agility.
Our legacy platform sends notifications to customers and the content was not configurable by the user. Each change needed to raise a unique change request which resulted in elongated lead time. The implementation of Whispir means significant increases in time efficiency for our organisation."
The solution
Internal communications and workflows for retail outlet teams
M1 saw an opportunity to not only increase their efficiency within communication processes but also create an opportunity to innovate and increase the effectiveness of its wider communications strategies and tactics.
Business continuity communications
Leveraging automation and escalation capabilities, Whispir allows M1 to communicate across a variety of channels in line with Business Continuity Procedures.
Incident management
M1 now has automated incident communications and workflow approvals. They have leveraged the capabilities of the Whispir platform to send M1 subscribers alerts on services, downtime, maintenance, outages, and the resumption of services.
Streamline approval of templates for timely execution
Managers can now view and approve communication templates electronically, greatly decreasing turnaround time. Plus, these can be completed remotely through a mobile device. Approvals and turnaround times are reduced, allowing messaging to be sent quickly. This also offers M1 a significant cost reduction on time.
Reporting features informing decisions
Reporting and tracking of approvals available on Whispir’s platform help drive communications. The Whispir solution means M1 can greatly increase the organisation’s efficiencies by saving time, resources, and money.
Learn how we helped M1 by downloading our full case study
By running on Amazon Web Services, our clients go from data to action. Whispir is enhanced to deliver even more intelligent workflows without the need to write any additional code or invest in additional technical labour.