M1 Transforms Its Web Portal in Collaboration with Accenture
SINGAPORE; June 24, 2014 – M1 Limited (M1), a leading full-service provider of mobile and fixed communications services, has successfully transformed its web portal in collaboration with Accenture (NYSE: ACN).
The new M1 web portal has been redesigned to deliver an enhanced experience to the increasing number of tech-savvy consumers who access the Internet through smart devices such as smartphones and tablets. The web portal now has a clean, modern interface and streamlined content structure to enable M1’s more than two million customers to find the information they want quickly, through navigational guides and links to commonly-accessed information.
New features from the web portal redesign include a more convenient customer login process and additional self-service options to enable M1 customers to perform transactions around the clock, such as purchasing devices and accessories. Customers can also arrange a time and a retail store location to pick up their purchases.
In addition, new customers to M1’s fiber optic broadband network can now select an installation date online for their service installation, and enterprise customers will also be able to easily find offerings that meet their specialised needs in the new business solutions section, featuring services such as data center hosting, cloud and managed services.
These enhancements have increased page views by 60 percent and customer transactions, such as pre-ordering and handset purchases, by 20 percent. Additionally, the new enterprise section is also generating nearly 50 percent more business leads.
“Our customers’ needs are continuously evolving and the industry is rapidly changing. At M1, we constantly look at ways to improve our interaction with customers, leveraging digital technologies to provide excellent service,” said Alan Goh, Chief Information Officer, M1.
“With the new web portal, we have increased our online customer interaction and also aligned our online presence with the M1 brand, with a focus on network quality, customer service, value and innovation. The refreshed business section is a reflection of M1’s strong commitment to the enterprise segment. In this section, enterprise customers can discover how M1’s extensive, flexible and cost-effective business solutions can improve their productivity,” he said.
“Communications service providers such as M1 are addressing the need to provide a high-quality, convenient, customer-focused online presence, especially in today’s highly competitive landscape,” said Seong Kim Ho, managing director, Accenture Singapore. “Accenture’s leading digital and mobile capabilities have enabled M1 to consistently deliver an engaging customer experience and provide a new level of cross-channel integration.”
M1 is Singapore’s most vibrant and dynamic communications company, providing mobile and fixed services to over 2 million customers. Established in 1997, M1 achieved many firsts, including 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. For more information, visit www.m1.com.sg.
Accenture is a global management consulting, technology services and outsourcing company, with approximately 289,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$28.6billion for the fiscal year ended Aug. 31, 2013. Its home page is www.accenture.com.
Chua Hian Hou
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Burson-Marsteller for Accenture
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