In Taiwan, 99% of mobile subscriptions used to come from the 3 big incumbents’ physical stores selling only standard packages and they had no intention to change. T Star Digitalization Solution is a blockbuster that overturns Taiwan 4G market. T Star setup an eStore, a scalable channel where the 3 big incumbents were almost absent, and revert all extra margins saved back to customers by launching a disruptive price plan, eDIY, with lowest 4G unlimited data and options to personalize. A 360∘ eService platform was also deployed to enable self-service 24/7 online as well as to synchronize user experience across the board.

With the launch of T Star Digitalization Solution, T Star accomplishes the following records:

  1. Marked a new record of daily subscription in Taiwan mobile history on November 11th, 2017 only via online channel in 12 hours.
  2. T Star customers save more than 30% every month on mobile bills in average.
  3. 85% of our customers use e-Bill and over 60% use eService platform to do self-service that significantly decrease our operation expenses and overheads.

Objectives and challenges