manufactured Capital Supported the digitalisation of SMEs and large enterprises through connectivity and innovative offerings Provided the best customer experience through digital and in-person interactions Delivered purpose-built solutions and customised connectivity offerings to enable digital transformation for businesses MyDigi App: Enables self-serve transactions, personalised rewards, support and more Sustaining customer obsessed culture across customer touchpoints Customer Satisfaction (CSAT) Digi powers Petronas offshore oil rigs with 4G LTE connectivity Digi Business is a certified member of MEF, a global federation of network, cloud, and technology providers driving enterprise digital transformation Scaled beyond connectivity offerings with in-house digital solutions • iFleet - Intelligent GPS Tracking & Fleet Management System • Omni™ - Virtual Phone System • altHR - A digital workforce management system • D’SMS - a direct SMS marketing solution • UltraPOS All-in-1 Payment Terminal 100% All retail frontliners are fully vaccinated In 2021, we sustained good customer satisfaction (CSAT) scores for both retail and contact centre despite a challenging year with prolonged movement restrictions and service disruptions. Piloted advanced use cases Westports and Digi power smart port transformation with Malaysia’s first successful 5G trial conducted in a live port operations environment 4.7mil Monthly Active Users +7.3 YoY Enhanced web/app experience, making it easier for customers to: Pay bills Reload Get add-ons We introduced new ways to engage customers, providing them convenience while ensuring their safety. • Appointments • Drive-thru • Door-to-door delivery Retail Contact Centre FY2020 89% 62% FY2019 90% 62% FY2021 91% 58% * Customer Satisfaction data FY2021 has been independently assured by KPMG PLT How We Create Value 56 Digi.Com Berhad At A Glance Message To Shareholders How We Create Value Strategies To Create Value
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