Case Study: Celcom Axiata achieves a modern digital customer journey with Capgemini

Celcom develops a modern digital customer journey

Celcom Axiata, Malaysia’s first mobile operator, wanted to stay competitive in the Malaysian telecom market by revitalizing its customer journey and simplifying the way it worked across the business. It turned to Capgemini to help create a new digital experience using modern front-end channels, platforms, and processes, along with new agile ways of working.

Capgemini implemented a new web portal, the Celcom Life app, an e-store, streamlined B2B operations, and Celcom Pulse, while also introducing cloud migration, automation, and cultural change support. Capgemini’s work helped Celcom gain 1.6 million new app users, lift e-store activations by 91%, improve NPS by 13%, grow online revenue by more than 60%, and increase operational efficiency by 25%, with expected savings of RM27 million over five years.

Celcom Axiata