M1 Limited, 2024

Customers assume that 5G will work seamlessly once they power on their devices. However, the reality is more complex than they think.

The feedback collected from our call centre agents suggests that customers are facing poor network performance because they have not properly configured their devices for 5G.

An internal study conducted in October found a strong correlation between a positive Net Promoter Score (NPS) and the ability to enjoy fast 5G data connectivity.

Device settings to use 5G standalone network vary across phone operating systems and manufacturers. Feedback from our call centre agents indicates that assisting customers with 5G setup over the phone is challenging. This results in a low first-call resolution rate and significantly longer call durations.

Scope

  • User Research
  • Creative Direction
  • User Experience Design
  • User Interface Design
  • Project Management
  • Stakeholders Management
Are you True 5G ready on My M1+ app

APPROACH / SOLUTION

“It makes perfect sense to keep the tool readily accessible on My M1+ app since it is in the pocket of all digital savvy customers.”

The 5G self-diagnostic tool is aimed to make troubleshooting easy and convenient for our customers.

Via a simple-to-use interface, customers can quickly determine if their mobile device is compatible with our 5G (standalone) network, require a new 5G SIM card, or to subscribe to the True 5G add-on to enjoy the high-speed service.

What if the customers aren’t ready for True 5G?

To ensure that we are able to provide the Next Best Action to customers, we have designed various result screens to properly guide them along – to get a new device / SIM card / True 5G add-on, or to check their device settings.

Flow - SIM Exchange

OUTCOME

Over 300k customers have used the tool since the launch back in April 2024.

With the launch of this nifty tool on My M1+ app, our call centre agents can now easily prompt our customers to perform a quick diagnostic and provide resolution without the need to second guess what should be done remotely by the customers.

More than 55k customers have been provided with the next best action to enjoy True 5G connectivity without the help of our call centre agents – either to upgrade their device, SIM card, or to subscribe to the value-added service.