Maxis Berhad | Annual Report 2013

OVERVIEW OUR BUSINESS STRATEGIC REVIEW CORPORATE GOVERNANCE FINANCIAL STATEMENTS Maxis Berhad Annual Report 2013 OTHER INFORMATION 33 We are continuously introducing new and innovative methods to give our customers a peace of mind and worry- free Internet experience. This includes initiatives such as #Hotlink, which eliminates expensive pay-per-use data charges by offering free basic Internet to our prepaid customers. This worry-free experience is also extended to our Talk More postpaid customers, who are prompted with SMS notifications to tell them they are reaching their voice, SMS and data bundle usage thresholds. In addition, we have shielded our customers from bill shocks by ensuring they enjoy the best value with daily data roaming passes – wherever they are. BEST CUSTOMER INTERACTION We want our customers to enjoy interacting with us across all our service channels and touchpoints. We continuously strive to improve our presence. For instance, we have increased our on-ground presence. We modernised our KLCC flagship centre in August 2013, which not only provides a new service experience, but also redefines our engagement and service support to our customers. It has been revamped and is now a one-stop shop where customers can interact with our professionally trained staff, while browsing a wide array of devices and accessories. This is just the beginning of our retail modernisation, and efforts are underway to transform our other stores. We have also increased initiatives in the digital space. Customers can now view their bill over a six-month period online, which can be broken down into domestic and international calls. User convenience was further enhanced when we launched our Maxis Online Store in February 2013, and our revamped website in April 2013. 10 MILLION OVER CUSTOMER CARE CALLS IN 2013 FIRST TO LAUNCH 4G IN MALAYSIA