Delivering the best digital experience anytime, anywhere
As Singapore’s leading communications technology and digital services provider, we seek to deliver excellent connectivity to our customers regardless of where they are – be it on the go or at home as the digital way of life becomes the new normal.
To help our customers thrive in this digital-first world, we’ve strengthened our operations to provide a superior network and launched new services that enrich our customers’ digital experiences. We’ll continue to solidify our leading market position, improve our customer experience and foster greater digital inclusion.
Bringing enhanced 5G services directly to customers
Our differentiated 5G proposition continues to drive our dominance in the local 5G space. In 2021, Ookla, a global leader in network intelligence and connectivity insights, recognised Singtel for having the fastest 5G mobile network with download speeds of up to 1.2Gbps in Singapore. We were also the first to launch a 5G Standalone network and provide indoor 5G coverage at over 300 locations, even on underground train lines. Our 5G network currently covers over 75% of Singapore – making us the most extensive indoor and outdoor 5G network provider nationwide. With the new spectrum we secured last year, we’re developing smart digital solutions to deliver powerful 5G immersive experiences for both consumers and enterprises.
We’ve successfully demonstrated 5G’s benefits of lower latency and faster speeds with showcases including Singapore’s first 5G-powered remote racing in Sentosa and a collaboration with National Gallery Singapore for The People’s Gallery, an exhibition that uses augmented reality to transform more than 25 void decks across eight neighbourhoods into art galleries, bringing art closer to daily lives.
Our 5G plans, bundled with 5G-enabled devices and our work with 5G ecosystem partners, have also contributed to rising 5G adoption. As of end March 2022, Singtel has over 450,000 5G customers and we’re expecting to see further growth from those seeking smoother 5G roaming experiences as overseas travel resumes. Since the launch of 5G roaming last year, we’ve expanded our roaming network to cover more than 30 destinations including Australia and South Korea to cater to this demand.
Deepening customer engagement
We’ve also been enhancing our digital touch points to ensure our customers enjoy the best possible experience when engaging with us – especially for the many who stayed home during the pandemic and had to connect and transact digitally.
A significant reflection of this shift was the way they transact with us. Online sales transactions continue to grow and now make up about half of all our sales transactions in 2021. Accordingly, we revamped our MySingtel App to allow our customers to manage their Singtel services more securely and with greater ease.
We also introduced new 2Gbps home fibre broadband plans bundled with premium equipment. Household members can enjoy activities such as on-demand entertainment on CAST, our video streaming platform, with high speed and lag-free connectivity simultaneously, including those living in larger or multi-storied spaces. We’ve been broadening our global network of content partners and modularising our packages to make them more customisable and accessible to a wider audience. What’s more, we introduced an unlimited 24-hour data pass, so our customers can binge watch their favourite shows without worrying about data while on the go.
We also collaborated with our extensive network of par tners to launch a membership loyalty programme – Singtel Red, to provide greater value to our customers. The programme offers attractive discounts on mobile devices, lifestyle rewards and priority services to reward and engage our customers.
Beyond our telco offerings, we launched inclusive financial services on Singtel Dash with strategic partners so our customers have convenient access to savings, insurance, investment and credit. Dash achieved another year of double-digit revenue growth, driven by its popular mobile remittance which serves customers in seven key regional corridors and embedded finance services. In 2021, we partnered UOB Asset Management to offer UOB Robo-Invest that helps our customers manage their wealth on the Dash app and earlier this year, we enhanced our personal protection offerings with the launch of Dash PET Plus.
Empowering all communities
While technology offers many advantages, it does come with some dangers in the form of rising online scams. The safety of our customers is our top priority and we’ve been ramping up measures to protect them from malicious actors. We leverage technology including artificial intelligence to bolster our network security and minimise the number of fraudulent messages our customers receive. We’re also running ongoing online and offline education campaigns on how to spot common scams, and provide add-on security services so that our customers can work, learn and play safely.
We continue to keep an eye out for our underserved communities to ensure that they are not left behind in this digital age. To support seniors who may not have internet access but are keen to use digital solutions, we launched our Donate Your Data programme, starting with mobile brand GOMO, where our customers can donate their data to seniors via the app. These efforts complement our weekly Digital Silvers workshops conducted at our shops and various senior activity centres islandwide designed to help senior customers go digital easily and safely.
Charging forward
The domestic consumer market remains highly competitive with many players offering similar services but we strive to stay nimble in our approach to ensure we continue to lead across all business streams. We also expect an uptick in business as we emerge from the pandemic and travel returns.
Our customers remain our top priority and we stand ready to empower them to transform digitally through our range of products and services. We’ll continue to invest in the right infrastructure and systems to drive operational efficiency and resilience while delivering the best network and digital experience to our customers.
