Maxis expands retail stores in East Malaysia
KUCHING: Maxis has been expanding its reach in East Malaysia over the past two years, doubling the number of its stores with a prominent presence in all key cities and shopping malls.
In 2016, 12 new Maxis stores were opened in Sabah and Sarawak as part of the telco’s channel revolution initiatives to better serve its customers.
This expansion also complements Maxis’ continuous network investment in East Malaysia, where it has expanded its 4G services into new secondary and tertiary towns.
The latest four new Maxis retail stores, which feature Maxis’ modernised concept, are located in Plaza Merdeka ( Kuching), Permaisuri Imperial City ( Miri), Bintulu Sentral and Fajar Complex (Tawau).
This is in addition to the eight branded stores, which have both prepaid and postpaid transaction capabilities.
These stores are located at Fajar Centre ( Lahad Datu), Giant Sandakan Mall ( Sandakan), Servay Hypermarket (Tawau) and Podium Financial Park ( Labuan) in Sabah. In Sarawak, they are located at Bintang Megamall ( Miri), Repok Road ( Sarikei), Star Mega Mall (Sibu) and Jalan Kapitan (Sri Aman).
“We have a big ambition to transform ourselves into a digital enabler and we want to empower our customers to interact with us digitally at every touch point. Our objective is to serve our customers on a wide range of products and services, while increasing digital interfaces along with added solutions. This means expanded roles for our retail stores, distribution and call centres,” said Tan Lay Han, Maxis’ Head of Sales & Service.
As a result of Maxis’ channel transformation initiatives, there have been smoother and quicker interactions, relevant recommendations for customers and a highly personalised approach when engaging with customers.
As at Q3 2016, Maxis touchpoints have achieved even greater results in managing immediate resolutions, achieving a high 90% at first contact resolution and all time high customer satisfaction.
“With Sabah and Sarawak being key growth markets, Maxis has been aggressively expanding its retail footprint in key towns of East Malaysia and are now present in all the major malls in this region. The stores offer full Maxis and Hotlink services, and a wide choice of devices that are available on Zerolution, a first- of-its-kind smart ownership programme. With Zerolution, customers can easily get their hands on the latest 4G devices on the best network,” said Tan.
Together with the six Maxis Centres launched earlier in 2015, Maxis now has a total of 14 Maxis Centres, 16 Maxis Exclusive Partners and eight branded stores across Sabah and Sarawak.
“Nationwide, a total of 52 modernised Maxis Centres and 208 Maxis Exclusive Partners stores provide customers with a modern and digital experience. There is also a wide range of smart devices and accessories to meet the high expectations of today’s digital savvy customers.
“In these spacious stores, customers can try out devices, find out the best mobile Internet plans and learn more about their preferred device and plans through tutorials and live demos. Maxis’ highly trained personnel at the stores are also focused on providing customers advice on value added services, such as upgrades, contracting, complex solutions and re- contracting,” said Tan.