SPTel triumphs, winning Singapore Customer Experience of the Year - Telecommunications at the Asian Experience Awards

SPTel redefines customer journeys with digitalised network services and a front-end customer portal for service automation.

SPTel has emerged as a winner at the esteemed Asian Experience Awards, clinching the Singapore Customer Experience of the Year - Telecommunications award, a testament to its unwavering commitment to service automation, seamless customer journeys, and excellence in the telecommunications sector.

They are an ST Engineering and SP Group joint venture, providing a digitalised and diverse network that specialises in supporting Business and Government connectivity needs with the lowest network latency across the island. 

SPTel’s aspiration is to elevate the standards of customer experience with digitalised services. The company achieves this by streamlining processes, leveraging automation, and offering a unified platform that empowers customers to navigate their journey effortlessly, from initiating orders to monitoring services and receiving real-time alerts on bandwidth utilisation or cyber threats.

SPTel's digital transformation journey is anchored in the integration of systems with their software-defined network, a first in Singapore. 
At the heart of this transformation lies the customer portal, a powerful tool that empowers clients to digitalise whilst improving their total cost of ownership with dynamic resource allocation. The portal provides instant quotations, simplifies resource checks, and facilitates the scheduling of provisioning. Clients can easily request bandwidth and cybersecurity services, aligning their network resources with their actual requirements without having to oversize unnecessarily.

A hallmark feature of the portal is the real-time bandwidth utilisation dashboard, which is available to all Internet subscribers. This provides clients with up-to-the-minute visibility for their network's performance. Armed with these insights, customers can make data-driven decisions regarding their bandwidth utilisation, isolate issues quickly and make adjustments as needed. This is complemented by their bandwidth-on-demand solution, which can lift an organisation's bandwidth in as little as 2 minutes starting from as short as one-hour durations.

Customers can track their order status via real-time updates on the customer portal. This ensures that clients are informed every step of the way, alleviating any uncertainty. Should queries arise, clients have the option to engage with a chatbot or connect with live chat agents for immediate assistance. Problem tickets are diligently tracked and updated through the portal, maintaining a transparent and documented history of discussions and resolutions.

The portal also offers clients a comprehensive view of their billing status and spending trends, with complete transparency regarding services and associated costs. Any billing discrepancies can be swiftly addressed by the customer service team through the same user-friendly interface.
In the spirit of customer service excellence, an automated survey is administered via the portal, enabling clients to provide feedback. Negative feedback triggers prompt action, preventing issues from escalating and fostering a culture of responsiveness and improvement.

SPTel's customer experience team goes the extra mile by providing personalised onboarding assistance and one-on-one demonstrations. This ensures that customers are able to leverage the various tools to maximise the benefits of the portal and navigate their digital journey with confidence.

This commitment to automation has not only streamlined operations but also translated into impressive achievements for SPTel. Their dedication to automation has resulted in positive year-on-year growth of the customer base, whilst simultaneously elevating their Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores to reflect exceptional customer contentment and loyalty. SPTel has seen a notable 60% increase in customer accolades year on year, a further testament to their commitment to putting customer service at the core of what they do.

SPTel's achievements stand as a beacon of excellence in their industry, driven by their relentless pursuit of innovation and customer-centricity to provide services that deliver “Reliability with an Edge”.

The Asian Experience Awards is presented by Asian Business Review Magazine. To view the full list of winners, click here. If you want to join the 2024 awards programme and be acclaimed for providing meaningful brand experiences to stakeholders, please contact Jane Patiag at [email protected].