Source: Singtel. The new logo at Singtel headquarters in Singapore.

Singtel recently introduced a refreshed brand identity, the first update in 16 years, with the tagline “Let’s make everyday better”. This signifies a new chapter in Singtel’s evolution beyond traditional telecommunications, expanding into multimedia and ICT services.

Chua Sock Koong, Singtel Group CEO, stated: “Singtel is a familiar name for many generations in Singapore. We are seen as a dependable and trusted brand at the forefront of technology. In this digital era, we understand that customers desire simplicity, speed, and genuine care.

“To remain competitive and relevant, we will leverage the trust customers have in us and adapt to their evolving needs. We are dedicated to improving daily life with exceptional products and services, delivered with a customer-first approach.”

Singtel is committed to bolstering network reliability and speed while introducing new offerings. The company plans to enhance the customer experience through a series of service improvements, including reduced wait times and enhanced recognition of customer loyalty.

These concrete measures include:

(A) Appointment Scheduling at Singtel Stores

Customers can now schedule appointments for all Singtel stores through MyAccount.

Previously, customers obtained a physical queue ticket at Singtel stores and could choose to receive an SMS notification for their turn. This new enhancement allows customers to secure a specific time slot through My Account, either six hours or up to three days in advance for mobile services and 30 days for non-mobile services, subject to availability. This feature will be available on the mysingtel app starting February 2015.

(B) Preferred Customer Care Callback Time

Starting in March, customers with new or existing inquiries can call 1688 to schedule a call back from a Singtel customer care representative.

Previously, customers waited on hold to speak to an agent, and a follow-up call might not align with their availability. Scheduled callbacks reduce on-hold time and minimize missed calls.

Thirty-minute slots are offered for these follow-up calls between 9 am to 11 am and 2 pm to 4 pm. This service will be accessible through My Account (online) and the mysingtel app upon completion of the IVR system rollout.

(C) Home/Office Appointments: Narrowed Waiting Window

From April onwards, Singtel’s installation team will arrive within a condensed 30-minute window for appointments at homes and offices.

Previously, technicians could arrive anytime within a two-hour window. This shortened timeframe allows customers greater flexibility to manage their schedules.

To express gratitude for the continued support of loyal customers, Singtel is introducing a weekly appreciation event: Better Thursdays with Singtel. The inaugural event on January 22, 2015, offers postpaid mobile customers free unlimited local calls for the entire day.

1. January 22: Free all-day local calls for postpaid mobile customers.
2. January 29: Free all-day SMS for postpaid mobile customers.
3. February 5: Free 30-day trial of new SingtelTV channels for existing SingtelTV subscribers.
4. February 12: Free all-day Facebook access for prepaid mobile users.
5. February 19, the first day of Chinese New Year: Free all-day data for postpaid mobile customers.