Singapore Telecommunications Limited
Telecommunications
Enhance employee engagement, reduce attrition risk, simplify access to essential tools, deliver a digital employee experience, and future-proof the solution.
Project Details
Singtel, Singapore Telecommunications Limited, is a leading telecommunications conglomerate operating in Singapore and serving a vast subscriber base of millions. With a mobile network operation in Singapore and subsidiaries reaching 640 million customers worldwide, Singtel is a major player in the telecommunications industry.
Obstacles
Singtel faced several critical challenges in its quest to improve employee engagement, streamline processes, and enhance the digital experience for its workforce:
Employee Engagement
The need to engage employees effectively and reduce the risk of attrition was paramount, requiring timely access to customer and corporate information.
Complex Task Management
Simplifying access to the 15 tools regularly used by employees was essential to reduce inefficiencies and complexity in their daily tasks.
Digital Experience
Singtel aimed to deliver a digital experience for its employees that reflected the quality of service it provides to customers through its brand Optus.
Future-Proofing
It was crucial to future-proof the solution to ensure maximum return on investment and scalability.
Solution Approaches
GFGG IT partnered with Singtel to address these challenges.
The following solution approaches were implemented:
MyHub Mobile App
GFGG IT developed the MyHub mobile app, offering a seamless and personalized user experience for front-line employees.
Employee Engagement
MyHub increased employee engagement by providing easier access to information and enhancing efficiency in delivering a quality customer experience.
Salesforce Platform
Collaboration with Salesforce Customer Success Group, The Works, and System Partners facilitated the delivery of MyHub on the Salesforce platform, leveraging Heroku for seamless integration.
Communication Enhancements
MyHub incorporated enhanced communication capabilities such as push notifications and a new messaging platform built on Chatter.
The implementation of GFGG IT's solutions followed a systematic process:
App Development
MyHub mobile app was developed to provide a seamless and personalized user experience for front-line employees.
Integration
The solution was integrated with the Salesforce platform, leveraging Heroku for optimal performance and functionality.
Communication Features
Enhanced communication capabilities, including push notifications and Chatter, were incorporated to improve information dissemination.
Key Benefits
The implementation of GFGG IT’s solutions delivered several key benefits to Singtel.
Enhanced Employee Engagement
MyHub significantly increased employee engagement by providing easy access to information and streamlining tasks.
Efficiency Gains
By simplifying access to essential tools and information, MyHub reduced inefficiency and complexity in daily tasks.
Digital Experience
Employees enjoyed a digital experience that reflected the quality of service Singtel aims to provide to its customers through Optus.
Future-Proofing
The solution was designed to be future-proof, ensuring scalability and long-term return on investment.
Final Results
The outcomes of the project demonstrated its success and its positive impact on Singtel’s operations.
The MyHub app provided an effective channel for improving employee engagement, streamlining processes, and delivering a quality digital experience.
Collaboration with the Salesforce team facilitated problem-solving and innovative solutions to overcome challenges.
Singtel was equipped to future-proof its solution, ensuring scalability and continued success.
In conclusion, GFGG IT’s strategic implementation of the MyHub mobile app played a pivotal role in transforming Singtel’s employee engagement and efficiency. This case study underscores the importance of advanced technology solutions in overcoming challenges and improving employee experiences in the telecommunications industry. GFGG IT’s ability to deliver tailored solutions empowered Singtel to enhance employee engagement, streamline processes, and deliver a digital experience that reflects its commitment to providing exceptional customer service.
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