A 4-phase framework
to optimise performance
of utility application services
through 3 areas of focus
From here we derive:
Here we craft and execute the Service Marketing Plan – it defines tasks & activities to achieve the marketing objectives of the service according to where it is in its life-cycle.
Next, we create a Service Improvement Model to determine which areas require improvement. This covers both the customer fronting (Customer Experience) & service enablement (Solution Enhancement) aspects of the service.
Finally, through Business Intelligence & Analytics, we actively monitor key value drivers to ensure they are performing up to par. "What you measure is what you get", after all.
We help subscribers manage their prepaid mobile service easily and promptly with our UniUMB USSD platform that’s been deployed at some of the largest mobile network operators in South East Asia, processing more than 200 million USSD sessions a day.
Keep your subscribers close and connected to you or your preferred roaming partners with our UniROAM roaming platform that’s been installed at leading mobile network operators in South East Asia and the Middle East, generating more than 200 million daily transactions.
UniMAP is an integrated mobile advertising platform created specifically for mobile network operators and has proven capabilities in ad-media enablement, location and profile targeting and campaign management, having served over 1 billion mobile ads to-date with click-through rates of up to 37%.
We enable you to facilitate important daily voice communications for your subscribers through our UniVOICE voice services platform that currently caters for more than 29 million subscribers across 23 deployments.
Our UniSMS SMS services platform has what it takes to enable and deliver large scale SMS application services to your subscribers, with deployments across mobile service operators in South East Asia, South Asia, the Middle East and Africa, delivering more than 20 million SMSes per day.
We’ve brought real-world problem solving capabilities to 90 projects (and counting), to deliver each and every one successfully from planning to completion.
We ensure that your systems and services run like clockwork, having handled more than 100,000 support hours in helpdesk, preventative maintenance, service request fulfillment and support activity coordination services for over 30 mobile network operator and telecoms network operator customers.
If you want a more customised solution, we’ve got over 200,000 development hours of experience and 339 years of combined software development knowhow among our team to build what you need.
We’ve delivered and managed the operations of end-to-end solutions in over 35 large projects including a central clearinghouse system for an entire country that inter-connects with all its mobile network operators – so you don’t sweat the small stuff.
We go the extra mile to deliver innovative and world-class, yet highly localised solutions—something which our larger competitors couldn’t manage and many of our customers truly appreciated. We reached customers and subscribers far and wide throughout South East Asia, South Asia, the Middle-East and Africa via our own local presence and a network of channel partners. We grew quickly and got listed on the Singapore Exchange (SGX) in 2004.
We even won a bunch of awards along the way: we were recognised as a Singapore SME 500 Company, received the Malaysia Golden Bull Awards for Most Outstanding SME, and was a member of Deloitte Touche Tohmatsu’s “Asia Pacific Technology Fast 500”.
Over the years, the world evolved and the markets we operated in changed. Bolt-on systems and platforms to power value-added-services became increasingly more commoditised and driven by novelty value rather than real utility. Once very popular ‘must-have’ value-added-services lost their appeal as quickly as they gained popular acceptance, and each service became increasingly more costly to market and operate. Core network technology providers began to creep into the market to provide their own, very low cost and basic versions of the most popular value-added-services to bundle into their core product offerings.
So we challenged ourselves to answer one simple question - “What can we offer that has widespread and lasting appeal for both our customers and their subscribers, that can help us be a market leader and grow?”
We all have fundamental rights that can be served or aided by technology. The right to communicate. The right to control how you communicate. The right to feel safe. The right to be yourself.
In evolving from a broad-based value-added-services software and system provider to an application service provider, we have honed our focus on utility application services: to conceive, build, implement and operate application services that offer real value to subscriber by enhancing their exercise of these four fundamental rights.
However, if as a mobile network operator, you prefer the flexibility of outright owning of our platforms or application services - we’re more than happy to accommodate.
Even though we have a renewed emphasis on utility application services for mobile service subscribers, we continue to be true to our history and can provide localised and customised solutions to meet your needs, should our products not suit.
It is one thing to conceive and build a good application. It is entirely another thing to operate and manage the service through its lifecycle well enough to create a success story.
This is where we have placed equal emphasis in our pursuit of success stories – to ensure that we have capabilities to support the monetisation process for each and every one of our utility application services.
Working with us means that you can rely on our end-to-end service management methodology and resources to deliver the numbers you expect to see from the high-utility application service that has been launched to your subscriber segments.
Mr Wong Tze Leng was appointed Executive Chairman of the Company and the Group on 10 August 2010. Tze Leng previously served as Group Chief Executive Officer, a position he held since 22 December 2002. He also currently serves as Head of the Mobile Technology Business Unit of the Group.
Tze Leng has over 20 years’ experience in the information technology industry, with specific expertise in the telecommunications sector. He started his career in 1988 as an Engineer in the Singapore Institute of Standards & Industrial Research’s design and development centre. He gained specialised expertise in computer telephony technology when he joined Federal Computer Services Pte Ltd in 1990 as a Software Engineer and later progressed to the position of Software Manager.
In 1993, he joined Dialogic as an Applications Engineer and was later promoted to the position of Business Development Director for the Asia Pacific region. During his career with Dialogic, he established a close rapport and working relationship with numerous IT companies and telcos in the Asia Pacific region. In 1998, he left Dialogic and founded the Group. Tze Leng graduated from Monash University, Victoria, Australia, with a Bachelors degree in Computer Science in 1985 and subsequently obtained a Bachelors degree in Electrical and Electronic Engineering in 1987 from the same university.
Mr Anton Syazi Ahmad Sebi was appointed Chief Executive Officer of the Company and the Group on 10 August 2010. Anton previously served as Group Deputy Chief Executive Officer, a role he held since December 2005, and was first appointed to the Board on 22 June 2006. He is also currently serving as Head of the Mobile Value-Added-Services (VAS) Business Unit of the Group and as General Manager – Corporate Development of Advance Synergy Berhad, the Group’s ultimate holding company.
Prior to joining Advance Synergy Berhad in June 2001, Anton was with the South East Asia Investment Banking Division of Credit Suisse First Boston.
Anton graduated from the London School of Economics, University of London, with a Bachelor of Science in Economics. He has a Master of Arts in Finance and holds an Investment Management Certificate awarded by the UK Society of Investment Professionals.
Mr Ho Ting Sai is currently a Group Business Development Director. His main areas of responsibility include business development of the Group as well as overseeing project implementation, service delivery and post sales support for several key clients.
Ting Sai joined the Group in March 1999. Ting Sai has more than 20 years of experience in the information technology and communications industry with core competencies in telecommunications products and services.
Prior to joining the Group, Ting Sai was an R&D engineer with a supplier of very small aperture terminals (VSATs), microwave communications and RF equipment, now a division of a Singapore Government-linked enterprise, and a Product Manager in a multimedia and signalling technologies and platforms vendor.
Ting Sai graduated from the Nanyang Technological University with a Bachelor of Engineering (Hons) degree in Electrical and Electronic Engineering.
Ms Chin Wei Li joined the Group in January 2001 as Group Financial Controller.
Prior to joining the Group, Wei Li was a Senior Manager in the audit assurance services group of PriceWaterhouseCoopers Malaysia, where she gained 11 years’ of extensive experience in the field of business assurance involving various public-listed companies in a wide range of industries including property, financial services, timber and publishing.
Wei Li is a Certified Public Accountant of the Malaysian Institute of Certified Public Accountants and a Chartered Accountant of the Malaysian Institute of Accountants.
Mr Ng Sai Kit joined the Group in October 2007 and was appointed to his current position in March 2011. He works closely with the Group Executive Directors on new business, strategic planning, investments and for all corporate finance, corporate affairs and investor-relations related matters of the Group.
Prior to joining the Group, Sai Kit accumulated 11 years of experience in audit and corporate finance, beginning with one of the largest property development groups in Malaysia in its group internal audit department. He then joined one of the top four audit assurance services groups in Malaysia. After gaining experience in audit and corporate advisory with the audit assurance services group, he worked for an investment bank and three Malaysia Stock Exchange listed corporations, all within the corporate finance function.
Sai Kit is a Chartered Accountant of the Malaysia Institute of Accountants and Fellow Member of the Association of Chartered Certified Accountants, United Kingdom.
Mr (Danson) Phang Deng Sheng joined the Group in May 2008 as Senior Manager of Group Finance and was appointed General Manager-Group Finance in March 2011.
Prior to joining the Group, Danson was Group Financial Controller of a Malaysia Stock Exchange listed enterprise engaged in the mobile value-added-services industry. Between 1999 and 2006, he gained comprehensive experience in audit, accounting and finance with a leading audit assurance services group, a Malaysia listed corporation in the construction industry and one of the world’s largest automotive interiors groups.
Danson graduated from the University of Strathclyde of Scotland with a Bachelor of Accounting and Finance degree. He is also a Chartered Management Accountant of the Chartered Institute of Management Accountants, United Kingdom.
Mr Yong Choon Vooi (“CV”) joined the Group in February 2008 and served as Senior Manager-Group Programme Management Office before being appointed General Manager-Group Service Delivery in March 2011. CV has more than 15 years of experience in the field of software development and project management. In his current capacity, he is responsible for programme and project management, technical system implementation and post implementation support/ customer care functions of the Group.
CV started his career with a software development house of one of the largest Malaysian conglomerates as programmer, before joining a Malaysian Stock Exchange listed enterprise specialising in human resource management and financial/distribution software and thereafter, a large Malaysian education services group as Project Director of their campus management solutions development company. Prior to joining the Group, CV was the Senior Project Manager of a Malaysia-based firm that develops various solutions for the financial services industry. CV graduated with a Bachelor of Computer Science from Campbell University, Texas, USA.
Mr (Patrick) Yap Wai Shoong is Deputy Head of the Mobile Value-Added-Services (VAS) Business Unit of the Group. He is responsible for aiding the Head of VAS BU in managing the operations of VAS BU, with primary focus on sales and service management. Prior to assuming his current role, Patrick was previously responsible for the development, commercial management and business performance of all products and services in Ahead Mobile Sdn Bhd (AMSB), as its General Manager.
Patrick has over 20 years of experience in Malaysia and overseas. He joined AMSB in 2006 to drive the company’s business initiatives in Malaysia, after having spent 3 years at Unified Communications Sdn Bhd as Regional Sales Director. Prior to that, Patrick was with DiGi Telecommunications Sdn Bhd for 10 years where he held various roles and positions in the International Carrier Services division.
Patrick holds a Bachelor of Electrical and Electronics Engineering (First Class Honours) and Masters in Engineering from University of Auckland, New Zealand.
Mr Wong Kok Choy (“KC”) joined the Group in January 2003 and has more than 12 years of experience in the field of software development and integration in the telecommunications network operator environment, specializing in mobile value-added-services (VAS). He is currently responsible for product management, as well as overseeing the development of application software products and systems of VAS BU.
KC started his career in 2001 with DiGi Telecommunications, one of the largest mobile telecommunication network operators in Malaysia focusing on operations, mediation and software development. He subsequently joined the Group in 2003 in a software development capacity, moving through various roles from solution architect through to team lead and manager before assuming his present position.
KC graduated with a first class honours Bachelors Degree in Computing from Staffordshire University in 2001 and received the Staffordshire University School of Computing Prize for the Best Project by a Student of B.Sc (Hons) in Computing (Internet Technology).
Mr (Darren) Cheah Foo Choong joined Mobilization Sdn Bhd in June 2010 as General Manager and is responsible for the overall management of Mobilization business operations. He brings with him more than 10 years experience in the fields of retail marketing, general marketing and comprehensive expertise in content services marketing and management.
Darren started his career in 1996 in the advertising and promotions department of The Store and progressed to the position of Assistant Manager of their loyalty rewards programme. In 2004 he joined Unrealmind Interactive Berhad, a pioneer in the premium SMS business in Malaysia as Manager in the Advertising & Promotions department where he led and managed the advertising and promotion activities of the company’s core products as well as the loyalty program. In 2006, Darren was with R&D Media Malaysia Sdn Bhd, a Dutch premium SMS business as their Regional Manager-Marketing and Content. He then progressed to the position of General Manager in 2008, reporting to the Group CEO based in Amsterdam before joining the Group in 2010.
Darren holds a Masters in Business Administration (MBA) degree from Nottingham Trent University.
Mr Loo Mun Chung (“Loo”) first joined the Group in 2001 as a telecommunications engineer and has progressed through the ranks to his current position. Loo is responsible for leading TECH BU’s telecommunications engineering specialists to develop platform products and systems and to deliver technical implementation and support services to the Group’s customers. As Senior Manager of Platform Development, he is also actively involved in platform product management, software and solution design, as well as pre-sales support activities of TECH BU.
Loo graduated from Sheffield Hallam University in 2000 with a Bachelor of Electrical and Electronic Engineering (Hons) degree.