On 11 November 2019, a group of Master of Business Administration (MBA) students from the Faculty of Management (FOM) visited TM ONE at Jalan Damansara, Kuala Lumpur. The main objective of this visit was to gain knowledge from the practitioners’ perspective about TM ONE’s business offerings. The students were accompanied by their lecturer, Dr. Aravindan Logeiswaran.

The visit commenced with a series of talks held at the TM ONE Experience Centre. The students were first introduced to the company’s business process outsourcing (BPO) services, offering insights on how contracting secondary activities to TM ONE can provide greater value to businesses. The session continued with a briefing on social media analytics especially on how organisations could utilise data analytics to assisting their clients in securing business opportunities by understanding customer preferences and pain points.

Students were given first- hand experience on Smart Services during the tour of Experience Centre which enables them to immerse with the various smart environment models being presented. The demonstrations showcased how TM ONE is able to provide smart solutions for home, office, education and retail environments that enrich stakeholders’ experiences, which is in line with their vision “to make life and business easier, for a better Malaysia”.

The three-hour visit concluded with a tour of the company’s Social Media Contact Centre. Here, the students were briefed on the centre’s role in engaging with and assisting TM customers that provide enquiries via their Facebook, Twitter or web live chat portals, and were also given the opportunity to observe the ‘life chats’ in action on handling customer cases in real-time.

This visit not only provides valuable information on how businesses can be transformed via TM ONE’s diverse portfolio of services, but also provides inspiration for students to develop new approaches that can be implemented throughout their education.