Growing Together Through Continuous Innovation

Digital transformation isn't defined by a single implementation. As organisations grow, new priorities emerge, customer expectations change, and technology must continue to evolve alongside the business.

That has been the foundation of Telcowin's partnership with Tenaga Nasional Berhad (TNB).

Over the years, what began as a Marketing Cloud implementation for Group Corporate Communications has expanded across multiple business units, supporting employee engagement, customer service, sales, digital engagement, renewable energy initiatives, and customer experience. Rather than delivering one project, Telcowin has continued helping TNB solve new business challenges as they emerged - expanding Salesforce capabilities while building on the same trusted platform.

A Partnership That Continues to Evolve

Every new business challenge became an opportunity to improve, enhance, or expand Salesforce across the organisation.

Instead of replacing systems, TNB continued building on the same platform, allowing different business units to benefit from connected customer data, shared processes, and continuous innovation.

It Started with Better Employee Engagement

The partnership began with TNB Group Corporate Communications (GCC).

Tenagawan Daily reached more than 35,000 employees, but communication was largely one-way. Distributed as PDF newsletters, there was little visibility into readership, engagement, or employee preferences.

Using Salesforce Marketing Cloud, Telcowin transformed internal communications into a measurable digital engagement platform.

Expanding into Stakeholder Engagement

As digital engagement became increasingly important, TNB expanded Salesforce to strengthen stakeholder communications and better understand public conversations around the brand.

Marketing Cloud and Salesforce Social Studio enabled TNB to personalise communications, monitor brand sentiment, and respond more effectively during crisis situations.

When Salesforce retired Social Studio, Telcowin worked closely with TNB to transition to  Sprinklr, ensuring business continuity while introducing more advanced social listening capabilities.

Supporting Better Customer Service

As customer expectations continued to evolve, Salesforce expanded into TNB Careline.

During the COVID-19 pandemic, customer enquiries through digital and social channels increased significantly. Telcowin enhanced Service Cloud by connecting social channels directly into the customer service platform, automating case routing, and improving agent productivity.

Supporting Business Growth

Salesforce later expanded into TNB Retail, helping commercial teams better manage opportunities, customer engagement, and renewable energy initiatives.

As demand for Beyond kWh solutions continued to grow, Telcowin enhanced Sales Cloud with marketing automation, opportunity management, and Customer 360 capabilities to support the complete customer journey.

Continuing to Mature

As the business continued to mature, Salesforce evolved once again. Further enhancements strengthened customer engagement, digital communications, and sales collaboration across the renewable energy business.

Built on Trust. Expanded Through Results.

One of the strongest indicators of a successful technology partnership is not the first implementation - it's what happens afterwards.

Over the years, TNB has continued expanding Salesforce across different business units because each success created opportunities to solve the next business challenge. From employee engagement and stakeholder communications to customer service, renewable energy, and commercial operations, the platform has continued to evolve alongside the organisation.

For Telcowin, that's what a successful partnership looks like: continuously helping customers solve today's challenges while preparing for tomorrow's opportunities.

Telcowin came to see us at the time we needed the help the most! We wanted something that is not just selling tickets! They have that and their undivided assistance and solutions complemented by an efficient delivery team make us put our trust in their service. We recommend business owners and risk takers to get their Salesforce support throughout the journey. Trust me, Telcowinners are like friends to their partners. As they say, friends want the best from their friends.

At a Glance

Salesforce Solutions Expanded Over the Years