Product & Services

The dtac app aims to make COVID-19 social distancing measures a rewarding experience

Every month, 1.4 million people visit dtac’s shops. But with the spread of COVID-19, social distancing and partial lockdown measures have been introduced to control its spread. Hundreds of dtac shops and retail points are now closed across the country. And customers who were accustomed to having sales agents assist them with routine operations such as bill payments and top ups, must now turn to digital channels. One such channel is the dtac app. And the team behind it isn’t satisfied with making it only an emergency alternative to shops. Instead, their ambition is to make an app that unlocks a whole new customer experience. Compelling customer experiences with personalization “Did you know that the main page of dtac app displays differently for each of customers?” asks Panthep Nilasinthop, Head of Digital B2C and Platform Division at dtac. He oversees digital channels across all platforms. He defines the dtac app as the “preferred channel” because more than 90% of dtac customers own a smartphone. You can manage your services and payments, get help, check for outages and track orders – all while you’re at home. “From the first day of the development of dtac app, it has been evolving from…

Meet the cuddly Chief Happiness Officer channeling dtac’s essence

You might come across a weird yet cute character, giving you a smile when entering dtac app recently. Although It appeared in the blink of an eye, it prompted affection that we can feel the “happiness” from this character. It was such a fulfilling moment in a day. The cuddly character was publicly introduced at the press conference session outlining dtac’s move after securing spectrum licences for 5G technology. With his staring eyes and glossy blue skin designed by the Bangkok-based animation studio IGLOO, he drew a lot of impression from the press and internal staff, who asked for taking a photo with him. At that time, he was remained unnamed, waiting for customers to name him in the first place. Today he has been named as “Nong Tua d ”. He is appointed as chief happiness officer of dtac, responsible for limitless delivering happiness to all. “When it comes to brand communications, there were three key pillars underlying dtac brand, which are simplicity, honesty and human. But over time, It seems like we’ve lost our brand essence,” said Sasitorn Khoopatanakul, head of brand communications at dtac. “If you remember dtac, you would first remind of our emotional brand, leading…

As dtac announces Q4 growth, its executives share their 2019 turning points

dtac just revealed a second consecutive quarter of growth (read about it here). We asked its executives to look back on 2019 and share their personal view on dtac’s turning point. Alexandra Reich, Chief Executive Officer “I felt the second quarter of 2019 was a major turning point for dtac. After a very rough Q1, it was the first time we saw the numbers reflect all the hard work we had put into improving the network experience. Churn decreased and complaints were half what they had been in October 2018, at the height of our end of concession transition. At the same time, dtac’s teams really unleashed their inner giants in a passionate hackathon where over a hundred of our colleagues participated. In addition to launching our first squads working according the agile methodology, it was the very beginning of our change story.” Dilip Pal, Chief Financial Officer “My strong belief is that the turning point for dtac is when we renewed our focus on the customer’s point of view. For example, we switched from internal network metrics to a granular measure of network NPS [net promoter score, a customer satisfaction score]. This brought up several problems that we had…

Love, secret recipes, and a fast-growing chain of healthy salad bars

Started from scratch by a husband and wife, healthy eating chain Jones’ Salad opened its 10th branch in 2019. Jones’ Salad, which began as a tiny kiosk in the basement of Chamchuri Square, opened its 10th branch this year. It all began with a tumor the size of an orange. At the time of the diagnosis, Ariya Kumpilo was at the helm of 10 bubble tea stalls. The tumor was removed and proved to be benign, but he was ordered to watch his diet. That’s when he realized healthy eating options were all but inexistent around him. “I wanted to open a health café of my own, but I didn’t know how to cook,” he says. “Still, the idea stayed in the back of my mind.” A couple years later, he met his future wife, Yanin, who is a food enthusiast. The couple started dating. Then she went to study in Australia and stayed with her uncle-in-law, Mr. Jones, who happened to be a particularly gifted maker of salad dressings. When she told Ariya about this, he flew to learn the recipes with her uncle before returning to Bangkok to open the first branch of Jones’ Salad in 2013. “I was…

From Myanmar to Michelin, a Sous-Chef’s Incredible Journey

This year, Myo Min Oo became the first sous-chef from Myanmar at the Michelin Guide-listed restaurant Supanniga Myanmar’s migrant laborers often work the toughest, least paid jobs. They can at least take solace in knowing that, back home, the fruit of their hard work sends children to school and keeps aging parents in good health. But when Myo Min Oo left Myanmar, it was as a runaway teen. And his first years in Thailand offered no hint he would ever support his family, let alone become a sous-chef at Supanniga, a Thai restaurant which holds a plate in the Michelin Guide. Myo Min Oo’s family had wanted him to finish high school. But all his friends left for Thailand, and he decided to follow them. “It nearly broke my father’s heart,” he says. “I was still young back then and just wanted to be with my friends. I was also curious about life in Thailand. But my family didn’t want me to go. The day I left, my dad cried.” His family are Tai Yai, the second largest ethnic group in Myanmar, and live near the Mae Sot Border, where they run a small grocery shop and shuttle goods to and…

What if crowdsourcing could make Thai children love school

INSKRU is a platform to empower Thai teachers with better course material—and 2019 is the year it really took off! Chalipa Dulyakorn, a graduate from Chulalongkorn University in industrial design, is passionate about teaching. But she also feels traditional classes fail to grab Thai students’ interest and imagination. In 2017, she started INSKRU, an online platform that equips Thai teachers with more engaging course materials. This year, it made learning more enjoyable for over one million students. “I wanted to do something impactful. Something I could continue doing after I graduated. My goal is to make students happier and more active in class, but it’s a difficult task for teachers. I saw a need for a platform where they can share and further develop ideas,” she explains. INSKRU provides a blogging platform for teachers to share their pedagogical techniques and success stories with others. The online community also inspires them to create fun and engaging learning environments. Ideas can range from teaching English tenses through a lip sync battle to learning about social roles from popular music videos. But Chalipa says the ideas also need to be relevant and practical to follow. “The coolest ideas often belong to teachers from…

The Dream Team Reinventing the Customer Feedback Loop

They joined a hackathon out of curiosity and ended up building a world first that puts customers at the heart of dtac’s network improvements. Thapakorn Dokmai, Wanchan Islargumpot, Akebordin Duangphoommes, Orraphan Saengsawat, Sirin Pakdeesrisakda, and Montree Monkhetkorn are all dtac employees, but they come from completely different backgrounds and divisions, from marketing to software development. What brought them together was a “hackathon,” a three-day workshop to brainstorm ideas, prototype them, and pitch them to a jury—which in this case, included very big names from Thailand’s startup scene. Ten months later, their project, a complete outlier in the global telecoms industry, launched in its trial phase. “When the team first met, we didn’t know exactly how dtac would make the improvements it promised,” says Thapakorn. “But with the launch of the ‘never stop’ tagline, we felt it was a strong show of honesty and commitment. It showed dtac was here to stay and fight back!” With that in mind, Tapakorn and the team set out to tackle their number one concern: how dtac deals with customer complaints about network quality. “We’d hear grumbling from friends and family. But there was no easy way to know exactly where they had encountered a…

An architect’s story of escaping burnout to follow his passion

In 2019, architectural photographer Chaovarith Poonphol took big risks to reach for his dream job. Chaovarith Poonphol was an architect at A49, Thailand’s most renowned architectural firm. He worked there for seven years, starting as an intern before moving up the ranks to senior architect. In parallel, he was becoming an increasingly sought-after architectural photographer. The pressures of both jobs piling up, he suffered a major burnout. This is the story of how he bounced back and landed in the field of his dreams. “For three years I had been thinking about quitting my job to become a photographer. But I wasn’t sure if I could make a living out of it. Eventually, there were more and more people coming to me with photography work, and I started getting calls from people being recommended by my previous clients. It started too look like I could really make this my job, but the pressure of having two jobs started to take its toll,” says Chaovarith. Back then, Chaovarith was a full-time architect on weekdays and a freelance photographer on weekends, shooting the hottest new buildings around the country. As his freelance career took off, his work appeared in several magazines and…

The secret sauce to dtac’s phenomenal results with tourists and migrants

When it comes to digital age, internet connection is the foundation of how we communicate and search for information. dtac positioned itself as a caring brand, not just for Thais, but for those who want to connect with their loved ones. And one of the target group is migrant workers and tourists. According to the survey, dtac gained 90% of market shares in this segment, clearly reinforcing its no 1 position in this segment. We bring you to talk with the marketing team who are responsible for migrant and tourist segment, led by Noi- Lalida Lohachitanond, Head of Migrant and tourist segment and the manager, Tum - Apichard Tinnasulanond. Multiracial team with shared goal The team of eight has a mix of races from Burmese, Cambodian and Chinese. It’s not just about language, but also culture and lifestyle that we need to truly understand, aimed at effective communications. Joe - Kittikhun Kleeliang He is a Thai national strategist with experience in aviation industry for a couple of years before joining dtac. He is interested in marketing job with scope of market analysis, product development and strategy design. Arm - Aung aung Htut He is a Burmese national with three years…

Seekster seeks growth by bringing technology to speed up its business by partnering with dtac SME

Special content by Brand Buffet Seekster, Thailand’s leading cleaning and maintenance platform startup for properties, is putting focus on small and medium sized enterprises (SMEs) group in order to seek business growth by using WorryFree package, provided by dtac. Additionally, it has broadened its services to internal management for SMEs called “Workforce”, bringing end-to-end solutions to SMEs beyond cleaning and maintenance services. Chatchanart Charanwattanakij, Chief Marketing Officer at Seekster, said technology is the foundation and key factor for startup success and secured growth as it helps solve problems easily, accurately and timely. It speeds up business growth with a faster pace. dtac SME as a technology partner for SMEs, it offers a range of business solutions to lower costs involved with communications. WorryFree package is specifically designed for SMEs, based on their insights, resulting in lower communication expenditure. Seekster plans to further subscribe this package for top-tier maids to attract and maintain them in this platform. Presently, Seekster has been running its operation for almost four years, having more than 10,000 maids and air-conditioning technicians from more than ten companies available. There were around 150,000 customers using Seekster, of which 60% from retail customers and the rest 40% from SMEs.…

Filter by :

Sort by :