TM wins at the Asian Telecom Awards 2025 for Bill Verification Initiative
The company was recognised in the Customer Service Initiative of the Year - Malaysia category.
Accurate billing is fundamental to building customer trust and satisfaction in the digital age. TM’s Bill Verification Initiative sets a new standard by adding a proactive verification layer on top of its automated billing system, ensuring billing accuracy before bills even reach customers. This forward-thinking approach has earned TM the prestigious Customer Service Initiative of the Year - Malaysia award at the Asian Telecom Awards 2025, reaffirming its leadership in customer service excellence.
Unlike conventional methods that rely solely on automated systems or after-the-fact corrections, TM’s initiative integrates a real-time verification process that ensures faster, more accurate billing. This means errors are identified and resolved swiftly before a bill is issued to significantly reduce customer complaints and boost trust. Since its implementation in 2023, the initiative has proven to be highly effective, preventing up to 99% of potential billing-related complaints, further strengthening customer trust in TM’s services.
What makes this initiative award-worthy is not just the accuracy, but the collaborative, data-driven approach behind it. Developed by TM’s Customer Experience Operation Management (CXOM) team, the initiative pulls together expertise from IT, credit, product, and finance to ensure any potential anomalies are addressed from all angles across 18 billing cycles every month for Unifi Home services.
By combining advanced systems with human insight, TM has created a powerful feedback loop that continuously improves billing quality. The results speak for themselves: fewer disputes, smoother experiences, and greater peace of mind for customers, reinforcing the company’s position as a trusted leader in Malaysia’s telecommunications industry.
Lolitta Mohamed Suffian, Vice President of Customer Experience at TM, highlighted the broader impact of this initiative:
“At TM, our customers are at the heart of everything we do. The Bill Verification Initiative is a testament to our commitment to delivering seamless and transparent experiences. Winning this award reaffirms our efforts in setting new benchmarks for customer service excellence. We will continue to innovate and enhance our processes to provide even greater value to our customers, in line with our aspiration of becoming a Digital Powerhouse by 2030.”
The Asian Telecom Awards recognise outstanding innovation and excellence in the telecommunications industry across the Asia-Pacific region. TM’s recognition in the Customer Service Initiative of the Year - Malaysia category reinforces its leadership in customer experience. By combining technology, teamwork, and a customer-first mindset, TM continues to set new benchmarks in service excellence, turning complex challenges into success stories.
The Asian Telecom Awards is presented by Asian Telecom Magazine. To view the full list of winners, click here. If you want to join the 2026 awards programme and be acclaimed for delivering cutting-edge, award-winning telco products and services to customers, please contact Julie Anne Nuñez-Difuntorum at [email protected].
