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Annual Report 2017 YEARS OF TOTAL CUSTOMER DELIGHT 1997 - 2017 The Science of Communication ANNUAL REPORT 2017 GROUP & TEAM CONTENT ABOUT SCICOM SCICOM (MSC) BERHAD THE GROUP & TEAM 002 Company Profile 016 Board of Directors 027 Senior Management Team YEAR IN REVIEW 036 Group Financial Highlights 040 Management Discussion Analysis 049 Corporate Milestones 050 Corporate Social Responsibility Report 055 Corporate Governance Statement 065 Statement on Risk Management and Internal Control 071 Audit and Risk Management Committee Report 076 Statement Of Directors’ Responsibility FINANCIAL RESULTS 077 Financial Statements 156 Additional Compliance Information CORPORATE INFORMATION 157 Analysis of Shareholdings 159 Glossary of Abbreviations 161 Group Directory 162 Notice of Annual General Meeting 167 Proxy Form SCICOM (MSC) BERHAD 001 GROUP & TEAM COMPANY PROFILE ABOUT SCICOM “Our portfolio of business solutions and industry expertise enables us to address our client’s business challenges and translate their strategic CUSTOMER EDUCATION vision into roadmaps that will rapidly create new LIFECYCLE SOLUTIONS sources of value and diff erentiation.” MANAGEMENT Scicom was incorporated in 1997 in Malaysia and is a Public Listed Company (PLC) listed on the main board of Bursa Malaysia. Scicom has been a PLC since 2005 with service centres in Kuala Lumpur and Colombo. We service local conglomerates, multi-nationals and governments around the region and beyond. Our suite of services include integrated solutions in Customer Lifecycle Management, Education Solutions, e-Commerce Solutions and e-Government Solutions. Scicom talks, emails, tweets, chats, processes and interacts with millions of customers annually. Over 200 million distinct transactions resolve, E-COMMERCE E-GOVERNMENT enhance, provide value and serves our clients customers in over SOLUTIONS SOLUTIONS 30 languages. Our centres in Malaysia and Sri Lanka, linked and fully redundant via state of the art multi-channel technology platforms, serves a discerning client base. Scicom provides unique solutions in service excellence across Asia Pacifi c. We are listed in the GLOBAL SERVICES TOP 100 COMPANIES consecutively for 7 years SCICOM (MSC) BERHAD KEY 1 002 FACT GROUP & TEAM COMPANY PROFILE CUSTOMER LIFECYCLE MANAGEMENT “Scicom’s Customer Lifecycle Management (CLM) professionals turns a customer’s experience into a strategic diff erentiator for our clients” We understand how to deliver CLM excellence and how to leverage it to drive brand loyalty and profi tability. Scicom’s customer care platform CUSTOMER provides clients with the insights, tools, and capabilities they need to exceed customers’ expectations and increase profi tability. Our CLM platforms include: LIFECYCLE a) Customer Care Outsourcing Scicom works closely with clients to deliver an omni-channel experience MANAGEMENT for our client’s customers. Records of calls, emails, web interactions, social media information and relevant notes associated with customers are stored into a Customer Relationship Management (CRM) and Knowledge Based platform to enable customer concerns to be resolved quickly and more consistently, regardless of preferred channel of engagement. b) Customer Care – Technical Support Scicom’s journey based approach for Technical Support combines active listening at every touchpoint with analytics to provide insights and action plans to address cross functional support problems. We manage the complete end-to-end technical support journey and go beyond the individual transaction to understand the broader reasons for the call, email, or social media post. We also address the root causes of issues that damage customers’ experience, and assist clients to redesign and support improved journeys. c) Social Media Support Scicom provides clients with social media monitoring technologies to reduce the time commitment needed for social media monitoring, engagement and optimisation. Scicom’s social media monitoring services enables clients to identify, gather, and analyse relevant customer information that is generated through social platforms. We are listed in the GLOBAL We have 20 YEARS of SERVICES TOP 100 COMPANIES experience & track record consecutively for 7 years KEY 2 SCICOM (MSC) BERHAD FACT 003 GROUP & TEAM COMPANY PROFILE EDUCATION SOLUTIONS “Scicom’s mission is to provide diff erentiated vocational training programmes in services management for large corporates and governments accross the region” EDUCATION Our world class academic and corporate programmes, supported by high SOLUTIONS quality content and personalized attention to student learning, are: a) A dynamic, fl exible online educational system Students will be drawn towards the exciting edutainment portal, which is rich in classroom type lectures, games and quizzes, to help any individual at his or her own pace and ensure that learning has taken place. b) Specifi c, up-to-date skills education Students will also be encouraged to partake in business communication skills programmes as part of their education approach, thus ensuring that students are up to date with the specifi c skills required in services management. Our programmes are updated regularly, abreast with the latest industry developments and trends. c) Job Placement Graduates who have chosen the career path of a contact centre industry, are encouraged to undertake the courses provided by our academic institution to ensure that they will be able to enjoy job placement assistance. By choosing our academic courses, one would defi nitely make a lifetime investment in their education and career path. We support customers in over 30 LANGUAGES SCICOM (MSC) BERHAD KEY 3 004 FACT GROUP & TEAM COMPANY PROFILE E-COMMERCE SOLUTIONS “Our unique approach of providing innovative end- to-end solutions means that our clients can see signifi cant improvements in effi ciency, quality and value” E-COMMERCE Scicom’s e-commerce solution is integrated to include application development, graphic design, internet marketing and customer support. SOLUTIONS Our customized solutions provide unmatched ROI, boosted revenue generation as well as increased site engagement and traffi c. We off er unique, tailor-made e-commerce solutions to meet our customer’s specifi c requirements with optimum use of modern IT infrastructure that will guarantee success. Our customers have the choice of taking the whole suite of Scicom’s e-commerce off erings or they can pick the specifi c services they require. We can thus ensure that the provided solution is a perfect match for the customer’s requirements. Whether the solution entails mobile app development or custom-built e-commerce platforms, our experienced team will cut the time to market and ensure a successful implementation of our customer’s internet sales channel. With a wide array of skill sets, we not only focus on the software but the sales funnel that will generate the most conversions. We do this by experimenting with diff erent user interfaces, and tracking customer navigation and behaviour on the site. W e o ff e r We support customers 24 x 7 x 365 in over 30 LANGUAGES OPERATIONS KEY 4 SCICOM (MSC) BERHAD FACT 005 GROUP & TEAM COMPANY PROFILE E-GOVERNMENT SOLUTIONS “Our e-Government Solutions enable governments to improve their effi ciency and eff ectiveness via an integrated and unifi ed digital approach for government to citizen services.” E-GOVERNMENT Scicom’s e-Government Solutions focuses on digital government services and solutions for federal, local and state government SOLUTIONS clients. Our solutions enable government agencies to rapidly deploy technology tools and services that are easy to use, easy to maintain, and cost effi cient. Scicom’s e-Government Solutions are customised to each client’s specifi c needs. Our range of services include: 1. International Student Management System Scicom’s International Student Management System is designed to shorten the turn-around time for student visa applications and improve security and compliance for the end-to-end workfl ows. Our International Student Management System expedites the entire visa application, medical screening and immigration compliance process. The solution provides for the following benefi ts: • Complete tracking of the end-to-end process including each of the sub-processes. • Calculation and tracking of workfl ow SLA’s. • Easy document viewing and traceability of passports. • Integration with border control system for seamless immigration processing. • Complete student profi le including: - Student bio-data and medical screening results - Insurance coverage and expiry - Student pass expiry notifi cations We handle over 200 MILLION customer interactions annually SCICOM (MSC) BERHAD KEY 5 006 FACT GROUP & TEAM COMPANY PROFILE E-GOVERNMENT SOLUTIONS • Auditable and complete log of the individual application process. • Verify Travelers’ Documents, Information & Identity. • Perform Automated Risk Assessment & Profi ling. • Confi gurable and drilldown dashboards for reporting and analysis • Provide alerts and Border Control Reporting. • Transparent process with real-time updates on application status. 4. Advance Passenger Screening System (APS System) Our Advance Passenger Screening System is designed to ensure that 2. Border Control only passengers who are permitted to enter the country will be Our Border Control Solution is a comprehensive border security allowed to board an aircraft. Scicom’s Advance Passenger Screening solution that includes systems and support services for passenger System enhances a country’s border
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