> Migrating current customers to latest technology: Achieved highest-ever volume (2x vs LY), conversion rate and ARPU (Average Revenue Per User) uplift by optimizing end-to-end operations, opening more channels and launching programs that address consumer pain-points;
> Service Management caring as its finest for subscribers
- Delivered full year programs in the 1st 4 months of the year resulting to 50% churn reduction for at-risk subscribers;
- Improved net promoter scores (NPS) by obsessing on each pain-point of the customer journey, and meticulously mapping out concrete solutions enhancing experiences, offering service guarantees and making our customers feel valued;
> Churn and Renewals Management
- Lowered churn rate and triple the Save Rate by enhancing the churn-save portfolio
- Achieved 3x renewals by launching an exclusive portfolio for loyal subscribers
> Loyalty and Rewards: Driving loyalty through the launch of 1st ever Rewards program for broadband, continuously expanding catalogue to cater to more consumer needs, and creating more relevant touch-points to engage with customers 