Back

Singtel partners with Xtelify Work to elevate field operations in Singapore

  • Date Icon June 11, 2025
  • Time Icon4 min read

Overview 

Singtel is Asia’s leading communications technology group, serving over 809 million mobile customers across 20 countries and holding a dominant position in Singapore’s telecommunications market. As a pioneer in digital connectivity and innovation, Singtel continues to set benchmarks for service quality, operational excellence, and digital transformation. 

Singapore’s telecom sector is globally recognized for its advanced infrastructure, rapid 5G rollout, and a tech-savvy, mobile-first population that expects seamless, secure, and highly personalized digital experiences. In this environment, Singtel orchestrates millions of customer interactions across digital and physical channels, always seeking new ways to raise the bar for speed, transparency, and service quality. 

Looking ahead, Singtel is preparing to strengthen its operations and customer experience with Xtelify’s Work platform. This future-ready solution is designed to unify customer operations, empower teams with intelligent automation, and help Singtel deliver faster, more consistent, and proactive service across every customer touchpoint in Singapore’s fast-moving digital landscape. 

Challenges 

As Singtel continues to scale and innovate, it remains focused on unlocking greater value from its service delivery and fleet management. Recent operational reviews highlighted areas for further enhancement: 

  • Maximizing Agent Productivity: Agents currently average 4 tasks per day, leaving capacity untapped. Singtel aims to enable its workforce to handle more tasks daily and further elevate service capacity. 
  • Accelerating Service Delivery: Only 57% of service requests are fulfilled within the desired one-day window. Singtel is focused on increasing the proportion of requests resolved within this timeframe. 
  • Enhancing Service Quality: Repeat faults within 30 days occur in about 30% of cases. By reducing repeat faults and driving first-time-right resolutions, Singtel seeks to deliver consistent, high-quality experiences for every customer. 

These priorities reflect Singtel’s proactive approach to continuous improvement and its ambition to lead in operational efficiency and customer satisfaction. 

Solution 

Xtelify’s Work is an enterprise-grade, plug-and-play platform designed for rapid digital transformation. For Singtel, Work will: 

  • Automate Task Management & Scheduling: AI-powered algorithms optimize allocation, routing, and appointment slots, maximizing agent utilization and minimizing delays. 
  • Enable Customizable, No-Code Workflows: Business teams can rapidly adapt processes, forms, and rules to evolving needs—no coding required. 
  • Deliver Real-Time Tracking & Governance: Live visibility into agent location, task status, and safety, with AI-driven checks and guided journeys to reduce errors and repeat faults. 
  • Integrate Resource, Vendor, and Communication Management: Unified inventory, vendor onboarding, and multi-channel alerts ensure seamless operations. 
  • Provide Actionable Analytics: Real-time dashboards and detailed reports drive data-backed decisions and continuous improvement. 
  • Scale Securely: Cloud-native, multi-tenant architecture supports Singtel’s growth, security, and integration needs. 

“We are always looking for ways to better equip our field engineers so we can deliver the best possible experiences to our customers. This platform enables us to reimagine our workflows with AI at the core, improving both efficiency and customer service. By optimising dispatch and resource management, our engineers can reach customers more quickly, resolve issues with greater accuracy and reduce our overall carbon footprint. We’re also able to enhance productivity, strengthen governance, and ultimately deliver more value to our customers.”

– Ng Tian Chong, CEO, Singtel Singapore

Impact 

Transformation at a Glance 

Challenge  Work Solution  Projected Business Impact 
Agent productivity (4 tasks/day)  Automated allocation and capacity planning  60% increase in fleet productivity
Service delivery speed (57% in 1 day)  Route and appointment optimization  40% reduction in service delivery speed 
Service quality (30% repeat faults)  AI governance, guided workflows  30% increase in sales

 

What’s changing for Singtel 

With Work, Singtel is set to: 

  • Empower teams with intelligent automation for higher productivity and efficiency. 
  • Deliver faster, more reliable service with optimized scheduling and resource allocation. 
  • Reduce repeat faults and improve first-time-right service through guided workflows and AI-powered governance. 
  • Gain real-time visibility and actionable insights for ongoing improvement. 
  • Seamlessly integrate and manage vendors, resources, and communications across the service network. 

Conclusion 

By preparing to adopt Xtelify’s Work, Singtel is setting the stage for smarter, more agile operations. With robust digital capabilities and a future-ready design, Work will help Singtel deliver exceptional customer experiences and operational excellence in Singapore’s dynamic telecom landscape.