Process Excellence

Maintained and encouraged local vendors

Smart remains #1 in terms of rNPS

Industry leader in cybersecurity protections and safeguards

Utilized data analytics to generate in-depth customer insights

SmartVIP Improved app features for a better user experience

Enhanced governance and ethical awareness

  • Customer Service Digitalization
    • Payment gateway integration

      for top up services

      • Pi Pay, Alipay, and ABA Pay

    • Seamless SIM card registration

      • Smart eSIM eliminates the need to have a physical SIM card

    • Managing accounts via the SmartNas App

      • Charging history feature

      • Leng Center, Smart’s one-stop gaming platform

      • Topping up Smart balance

      • Managing Smart Tunes

      • Wi-Fi self-activation for Smart@Home

      • Redeeming SmartVIP points

      • Issue reporting and resolution platform

    • Latest devices are available at Smart Shops nationwide

      Delivery servic from Smart Shops to customers

    • Improved customer management system

      • Unified customer service experience

      • Increases frontline efficiency

  • Promoting Integrity Throughout Our Supply Chain
    • 187 vendors

      committed to Supplier Code of Conduct (SCoC)

    • Environmental and social criteria in supplier selection 67% of suppliers were screened

    • Supplier relationship management Provided effective supplier development and supplier quality training

    • 32% of procurement spending went to local vendors

  • Implementing a System of Checks and Balances in Procurement Policies

    • Established Anti-Bribery and Anti-Corruption (ABAC) policy to ensure that Smart continues to uphold the highest standards of lawful and ethical conduct

    • Whistleblowing policy to ensure that unethical behavior and breaches of the Code of Conduct can be reported safely and in confidence

    • Board Risk Management and Compliance Committee has been formed to oversee risk and compliance matters, including anti-bribery and anti-corruption efforts

    • Risk Management Policy that covers bribery and corruption risk

    • All employees have completed the ABAC training course

    • Our vendors are ISMS ISO 27001 certified (an information security management system) to protect the confidentiality of our assets from threats and vulnerabilities

  • Data-Driven Culture

    • Implemented innovative protection system Web Application Firewall (WAF)

    • Expanded privacy and data protection Web Application Firewall (WAF)

      • Microsoft EMS

      • Microsoft Intune

    • Implemented two-factor authentication (2FA)

      • Microsoft O365

      • Virtual private network (VPN)

    • Enterprise-wide IT helpdesk

      Improved IT service delivery while streamlining services

    • Identified areas with high potential for customer base growth

      Proposed base-station location optimization

    • Harmonized data for big data analytics

      Connected employees to right data so they could make better business decisions

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