26 Nov 2019

TM reports operational improvement for 3Q 2019 amidst challenging environment

TM reports operational improvement for 3Q 2019 amidst challenging environment Article Header
TM
UNIFI
TM One
TM GLOBAL

Telekom Malaysia Berhad (TM) today announced its financial results for the quarter ended 30 September 2019.

  • ​Financial and Operational Highlights as at Year-to-Date (YTD) September 2019 vs YTD September 2018:
    • Group Revenue of RM8.40 billion, 3.8% lower against YTD September 2018 – in line with guidance- mainly due to lower contribution from all lines of products except data and non-telecommunication related services.
    • Group Reported Earnings Before Interest and Tax (EBIT) for YTD September 2019 increased to RM1.20 billion, from Loss Before Interest and Tax (LBIT) of RM187.3 million over the corresponding nine (9) months period last year, on the back of lower operating cost, from the Group's various cost optimisation initiatives. 
    • Group Reported Profit After Tax and Non-controlling Interests (PATAMI) showed significant improvement with a 718.9% growth YTD to RM683.8 million, from RM83.5 million in the corresponding period last year. Stripping off non-operational items, Normalised PATAMI stood at RM810.9 million, higher by 53.7% against the same period last year.
    • The total capital expenditure (CAPEX) was within guidance at 8.8% of revenue or RM736.0 million. Out of the amount spent, 16% was made for Core Network, 58% for Access and the balance 26% was made for Support System.
  • unifi updates:
    • Increased YTD convergence penetration to 55% of TM Households compared to 48% in 30 September 2018.
    • Total broadband customers as at 30 September 2019 was more than 2.15 million.
    • #khabarbaik customer experience related initiatives in 3Q2019:
      • Streamlined all Streamyx packages to a new unifi Lite plan at RM69/month for existing Streamyx customers.
      • Introduced unifi Air to elevate the internet experience of existing Streamyx customers residing in TM's LTE coverage areas.
      • Launched an all-in-one app; myunifi for an easy experience in managing unifi account.
  • TM ONE updates:
    • Signed a series of MoUs and cross-industry strategic digital collaborations with Ministry of International Trade and Industry (MITI), Ministry of Rural Development, Global Health, UMW Corporation Sdn. Bhd. (UMW), Open University Malaysia (OUM), Bintang Urusjuta (M) Sdn Bhd and Digital Perak Corporation Holdings (DigitalPerak).
    • TM ONE further demonstrated its capability to enable digital businesses and government with ten (10) smart solutions and end-to-end Hyperconnected Ecosystem.
    • Held its annual flagship event LEAP Summit 2019 themed "Creative Disruption – Get Ready for It!" to share the successes and lessons from global creative disruptors and provide in-depth insights on industry trends towards Industrial Revolution 4.0 (IR 4.0).
  • TM GLOBAL updates:
    • TM as the National Telecommunication Infrastructure Provider continues to serve as the industry backbone - serving and collaborating with all other licensed operators in Malaysia as the strategic enabler of the Government's National Fiberisation and Connectivity Plan (NFCP) towards reaching more underserved areas nationwide and supporting 5G requirements with its ready and upgraded network infrastructure.

 

Dato' Noor Kamarul Anuar Nuruddin, Group Chief Executive Officer, TM, commenting on the results:

"Overall, in 3Q 2019 we saw continued improvements in our fundamentals. I'm pleased to report that our cost management initiatives under our performance improvement plan carried out since last year continues to yield results with profitability improvement. We have managed to keep a closer eye on our operational efficiencies to deliver sustained profitability with lower YTD OPEX/revenue. However, in line with sector contraction, our revenue challenges still persist on the retail front, in line with our expectations and 2019 market guidance.

Our CAPEX for YTD September 2019 is well within guidance, totalling 8.8% of revenue, and on track as we continue our targeted investments to ensure we deliver better service experience for all our customers.

We continue to offer attractive unifi products and promotions to acquire more customers, whilst addressing Streamyx customers and coverage pain points with price adjustments and our wireless offerings. Over the last three months, we have expressed our intention to be the key driver for Malaysia's Digital Nation aspirations. TM is ready to propel the nation into Industrial Revolution 4.0 (IR4.0) with our proposal to be the nation's infrastructure provider in both the fixed and mobile space. This commitment is reinforced with our participation in the 5G demonstration projects and our preliminary moves toward building infrastructure readiness. In the next few months, we will be showcasing our 5G use cases in SS15, Subang Jaya, Selangor and Langkawi, Kedah in collaboration with local municipal councils and other potential partners. The use cases will cover Big Data Analytics, Smart City, Smart Tourism and Smart Agriculture clusters. The deployment of our tested and proven 5G-enabled smart solutions for the showcase are testament of our commitment in humanising technology towards making life easier, and enriching the quality of life for all Malaysians."

Prospects for the Financial Year Ending 31 December 2019

The Group's performance improvement initiatives and efficient cost management continue to improve our profitability. Our focus remains toward our customers, and to strengthen the Group's performance by investing to improve customer experience across segments to grow our revenue.

YOU MAY ALSO LIKE

24 Dec 2020
One (1) new positive Covid-19 case at TMpoint Taipan, Subang Jaya

TM has activated the necessary safety protocols; outlet closed for sanitisation until 29 December 2020 Telekom Malaysia Berhad (TM) wishes to confirm one (1) new positive case of COVID-19 amongst its employees at TMpoint Taipan, Subang Jaya on 23 December 2020. The employee is currently receiving treatment at a Government hospital. Following the confirmed case, the Company has taken immediate action to close the TMpoint Taipan outlet until 29 December 2020 for disinfection and sanitisation in accordance to the guidelines set by the Ministry of Health (MoH). Meanwhile, to ensure TM customers continue to be served, other TMpoint outlets remain in operations in adherence to the Standard Operating Procedures (SOPs) as well as TM’s added safety guidelines. TM management and staff are together praying for the speedy recovery of all those affected by the pandemic. Meanwhile, detailed contact tracing is being carried out by the MoH, assisted by TM’s COVID-19 Crisis Response Team (CRT), to identify and inform those whom had close contact with the positive case. Identified close contacts are being contacted by MoH for further advice and action. TM would like to remind everyone at all times to stay safe – practice social distancing, maintain personal hygiene and adhere to the SOPs as advised by the Government. TM would like to reiterate that it has taken and will continue to take all necessary measures to ensure the health and safety of its customers, employees and community.​

13 Mar 2018
TM and Ministry of Education establish synergy to drive digital transformation in education

TM Becomes the Strategic Partner for Digital Education Transformation Initiative and Launches Special unifi Mobile Plan, Exclusively for Teachers Telekom Malaysia Berhad (TM) and Ministry of Education Malaysia (MOE) today embarked on a journey to establish working synergies on Digital Education Transformation initiative, in line with the Government’s Transformasi Nasional 2050 (TN50) plan which is set to empower Malaysia’s education system through innovation and digitalisation. This collaboration marks a steadfast effort via strategic partnership between TM and MOE to ensure effective delivery of the Digital Education Transformation programme. The collaboration will focus on four (4) main pillars namely 21st Century Teaching & Learning, Enterprise Architecture, Education Analytics and other Value Added services suitable for education. The ceremony was graced by YB Dato’ Seri Mahdzir Khalid, Minister of Education Malaysia together with Tan Sri Dato’ Seri Dr. Sulaiman Mahbob, Chairman, TM, together with Datuk Dr. Amin Senin, Education Director General of MOE and Datuk Bazlan Osman, Deputy Group Chief Executive Officer, TM.  To commemorate this collaboration, TM also introduced a special unifi Mobile plan exclusively for teachers, called “JASA Pack”. The plan which is offered at only RM59 a month for unlimited data, calls and SMS. Commenting on the collaboration, Tan Sri Dato’ Seri Dr. Sulaiman Mahbob said, “As the key enabler for the national communications infrastructure, and the one and only capable of providing fully integrated telecommunications, ICT and digital services, TM is proud to play its role as the strategic partner in establishing the ecosystem for MOE digital transformation programme. We really look forward to work with MOE to accelerate the delivery of innovative digital services and solutions for the education sector towards building a knowledge-based workforce for the country.” “Meanwhile, as the one and only brand in Malaysia that offers truly seamless Internet connectivity to Malaysians nationwide, we are excited to introduce unifi Mobile “JASA Pack” plan for teachers, offering our teachers a converged digital lifestyle. The exclusive plan for teachers will be available nationwide for all teachers to enjoy unlimited data, calls and SMS via unifi Mobile at an affordable price for their daily communication needs, true to our promise, “Life Made Easier”,” he added. The collaboration will enable MOE to boost and accelerate its digital transformation journey as outlined in the national education blueprint 2013-2025 (Wave Two). This means students, teachers as well as MOE administrators can look forward to a seamless transformation of digital experience. These digital experience include high speed broadband connectivity, interactive smartboard, smart devices, as well as the methodology of teaching and learning the 21st century way. The transformation will also digitise the students tracking and attendance system for the safety of the students, whereby all parents and teachers will have real-time visibility on the students’ attendance. The transformation will also enable parents to choose cashless payment options at school. Ultimately, all data and information from all these solutions will be integrated and combined into one single platform to provide Big Data analytics.

30 Nov 2021
unifi introduces five #unificares initiatives as commitment to deliver the unifi promise on customer experience

The initiative is unifi’s commitment to place customer experience as its No. 1 priority With a strengthened commitment to deliver the ultimate customer experience, unifi, Malaysia's leading convergence provider, today introduced five #unificares initiatives to transform its end-to-end customer experience (CX).  As a technology company, unifi understands that customer expectations evolve together with the adoption of technology. This is why unifi aims to transform end-to-end customer experience with a renewed focus that ensures the customers' needs are met -- this is the unifi promise. To deliver on this promise, Telekom Malaysia Berhad (TM), has invested heavily over the years in both its customer support capabilities and network to deliver the best customer experience possible. The new #unificares initiative is also an expression of the company's commitment towards its loyal client base. unifi has the highest market share in the local Internet Service Provider (ISP) space. Speaking to the media at a virtual briefing from Menara TM today, TM's Chief Marketing Officer, Shanti Jusnita Johari, said #unificares is a testament of the company's continuous efforts to put customers first. "TM and unifi are walking the talk when it comes to customer satisfaction. Our 24-hour service restoration guarantee is the first of its kind in the industry. It is our commitment for unifi customers to continue to get the best broadband experience," said Shanti. She added that unifi's new bold undertaking was in keeping up with users' demands for reliable connectivity, among both the consumers and business segments especially as the micro, small and medium enterprises (MSMEs) focus on recovery and growth as well as consumers with continued hybrid working and learning arrangements following the pandemic. A good and reliable broadband access is highly critical in the "new normal". Five revolutionary #unificares initiatives unifi today announced five revolutionary initiatives to raise its game in CX. The 24-hour service restoration guarantee is among five new customer-focused initiatives under the #unificares campaign to enhance its broadband experience by reducing downtime to the absolute minimum. If unable to restore within 24 hours from complaint submission, customers will receive RM50 billing rebate compensation, redeemable via myunifi app within 30 days. It is the first of its kind in the local telecommunication industry and a commitment to its customer first strategy. This 24-hour service restoration guarantee starts 30 November 2021 and compensation eligibility is for customers subscribing to 100Mbps and above. Another innovation introduced with the campaign is unifi's Proactive Service Alert; an early detection and intervention system that ensures early notifications and speed of resolution to customers. Affected customers are alerted for restoration via SMS and the myunifi app push notification. Other customer-focused initiatives introduced in conjunction with the campaign are Easyfix self-serve tool, Service Tracker and unifi Elite experts. Easyfix is an easy visual based self-serve tool that enables customers to self-diagnose and do a quick troubleshoot on internet connection, telephony or unifi TV services. If an issue is unresolved, the Easyfix tool will automatically create a service ticket for immediate action by the unifi Care Crew or connect users to a unifi live chat agent for further assistance. Easyfix can be accessed anytime on the myunifi app under 'Support' or at easyfix.com.my. Service Tracker allows customers to view and track status of service and technical requests in real-time including details of the assigned TM Care Crew, via the myunifi app. Users can easily access the Service Tracker under 'My Activity' from their Account page. unifi Elite is a group of WiFi experts who are specially trained to provide customers with tailor-made consultation and solutions to further enhance their connectivity experience at home or business premises. unifi's track record in CX is well-established. Recently, it has been chosen as the sole Malaysian recipient for the "Brand of the Year'' award for the "Broadband / ISP" category, an award that is held under the auspices of the London-based World Branding Awards.  This is the second consecutive year it won the award. Last year, it also won the "Best Fixed Home Broadband Service Provider" and "Best Business Fixed Broadband Service Provider" categories in the PC.com Best Product Awards 2020. TM continues to invest in future growth by modernising its network and technology platforms, to deliver the best current and future. TM is the only telco in Malaysia which has ventured into proactive service capabilities to elevate CX and digital tools to give added convenience to customers. Meanwhile, TM Chief Network Officer, Mohamed Tajul Mohamed Sultan, who was also present at the media briefing said the increase in usage and demand for unifi services following the pandemic had driven the company to up its connectivity game. "Even before this, public feedback shows that unifi's service quality is among the best. But we are not resting on our laurels. We want to raise the bar even higher because customer experience is paramount," added Mohamed Tajul. To achieve this, TM has invested over RM 1 billion in 2021 to uplift the customer experience in both its customer support capabilities and network improvements. This is to ensure that unifi continues to deliver unparalleled solutions to its customers. Users can visit unifi.com.my/unificares for more information on the unifi promise. The myunifi app can be downloaded from the Google Play Store as well as the Apple App Store.

NEWSLETTER

Just drop your details and stay updated with the world of Telekom Malaysia. We promise – no spam!​