Case Study: M1 achieves a digital-first, hyper-personalized customer experience with Salesforce

M1 reinvents itself to become a digital-first telco

M1, a Singapore digital network operator, was looking to reinvent itself as a digital-first telco and deliver more personalized, consistent customer experiences across channels. As customer demand shifted rapidly during COVID-19, M1 partnered with Salesforce to accelerate its transformation using products including Service Cloud, Sales Cloud, Marketing Cloud, Communications Cloud, Tableau CRM, MuleSoft, and Trailhead.

Salesforce helped M1 digitize e-bills, contracts, and invoicing, reduce manual checks, and automate order provisioning. The company expects self-service transactions to grow from 15–20% to around 90% and estimates an 85% reduction in human touch in complex order processes. With Salesforce, M1 is also improving data-driven decision-making, breaking down silos, and upskilling 1,500 employees to support a scalable, sustainable digital future.

M1

Nathan Bell

Chief Digital Officer