“When recruiting a new employee regardless of department, the first thing we want them to understand and bring with them to work is the spirit of putting customers at the center of all actions,” Mr. Pho Duc Kien, Deputy General Director, Director of Operations CMC Telecom shared when asked about the company’s philosophy.

After 15 years of development, serving thousands of large domestic and foreign businesses, this philosophy has brought success that few infrastructure service providers today have. CMC Telecom’s services are currently used by 100% of banks in Vietnam – a customer group considered to be the most demanding and demanding. In addition, more than 70% of businesses in Forbes’ Top 100 world leading brands are also using this provider’s services.

“This result comes from providing good products and services, optimal for business needs. But to have “tailor-made” products and services according to that customer’s needs, we must always put ourselves in the customer’s position to deeply understand their needs,” Mr. Kien said.

“Customer oriented” is the guideline

According to Mr. Kien, all of CMC Telecom’s philosophies are aimed at one goal, which is customers. This is a standard used in traditional service industries, demonstrating the highest quality and most sophisticated service for customers. For the telecommunications and information technology services industry, this standard has not been defined, but CMC Telecom has quietly pursued it since the first day of establishment and gradually became the company’s philosophy: Customer is the center – Customer Centricity.

Customer Centricity is the philosophy applied by CMC Telecom over the past 15 years.

In 2008, in a market context where there were many other Internet service providers, CMC Telecom was born with a different direction, solving the problem of “5-star service” that the service provider market at that time. little attention. “Realizing that the high-end telecommunications market has not been adequately served, CMC Group established CMC Telecom, with the mission of focusing on the segment of large enterprises, customers with the most stringent service requirements such as Banking and Finance sector, corporations, multinational enterprises in Vietnam” Mr. Kien recalled.

With this philosophy, customers have become the center of all decisions related to the provision of products, services and experiences of CMC Telecom.

After completing the North-South backbone system – CVCS connects directly to the Southeast Asia mainland cable network (A-Grid) to provide a stable, high-capacity transmission line for Vietnamese businesses, CMC Telecom continues to enhance its customer service by providing Data Center (DC) according to the “Be Spoke” philosophy. CMC Telecom’s DC in Tan Thuan (HCMC) is not only the most modern data center in Vietnam today, but also the only DC in the country providing services according to a separate design philosophy for each large customer block. , with strict standards in both service, operations and security.

In the context of flourishing digital transformation and the need for Cloud First – that is, moving to cloud computing becomes the number one priority, CMC Telecom has soon researched and developed CMC Cloud – the ultimate Cloud make-in-Vietnam platform. according to the “taste” of Vietnamese businesses. At the same time, the company also continuously cooperates and enhances high-level partnerships with Cloud giants such as AWS, Microsoft, Google to provide international Cloud services with the best quality for domestic and multinational businesses. Diversify the Cloud platform to suit each of your operations. CMC Multi Cloud Platform solution is also the first multi-cloud management solution in Vietnam, helping customers optimize multi-cloud operations and management on a single interface.

Soon realizing that digital convergence services are an inevitable trend to meet the needs of businesses, in 2017 CMC Telecom also made the biggest transformation ever, from ISP (Internet Service Provider) to a service provider. Converged Service Provider (CSP). The company provides not only connection infrastructure and digital infrastructure with Data Center and Cloud but also information technology services such as IT Outsourcing or Security for businesses.

“Forging” culture through sports practice

Besides Customer Orientation, the company also builds corporate culture around four other factors: Discipline, Professionalism and Creativity. These factors seem to contradict each other, but according to Mr. Kien, “Discipline can stifle creativity, but creativity comes with discipline to help CMC Telecom people research and produce products and services.” on a large scale to serve tens of thousands of customers today.”

Mr. Pho Duc Kien, Deputy General Director, Director of Operations of CMC Telecom shared

This culture has “permeated” every person of CMC Telecom and is expressed not only in work, but also in all life activities. Recalling 2015, when CMC Telecom was invested by a foreign telecommunications enterprise, the expectation of growing sales and market share put great pressure on the shoulders of key leaders. Mr. Kien turned to jogging, a flexible and simple sport, as a way to balance and relieve stress. “Running is also a highly cohesive sport,” Mr. Kien shared about the reason why he established a running club called CFR (CMC & Friend Runners) for everyone in the company to participate.

CFR Club ranges from a few dozen to more than 500 members. By 2018, when CMC Telecom continuously achieved excellent achievements in operations, becoming the Top 5 most influential enterprises on Vietnam’s Internet in the decade 2007 – 2017, thousands of company employees ready to participate in running a half marathon in the 25th anniversary of the Group’s founding, then move on to conquer Ironman.

At the tough triathlon race last May in Da Nang, 7 leaders and nearly 40 employees of CMC Telecom successfully conquered a distance of 70.3 miles including swimming 1.2 miles (1.9 km), biked 56 miles (90 km) and ran 13.1 miles (21.1 km). Ironman can discourage anyone from participating, but for CMC Telecom people, in addition to improving health, this is also a way for them to practice culture: “Conquering marathons helps us CMC people realize Nothing is impossible!” In this fifth time participating in Ironman, CMC Telecom excellently won the Corporate Challenge award in the Relay Team category when the Relay team finished first.

CMC Telecom leaders and employees participated in conquering the 5th Ironman in Da Nang

According to the Deputy General Director/Director of Operations of CMC Telecom, the training process helped him realize the management philosophies of goals and resources suitable for his business. “If you want to be fast, you must be disciplined. If you want to be professional, you must train.” Through sports training, Mr. Kien and CMC Telecom leaders help this value penetrate deeply into each member of the company.

In any case, employees must act professionally, according to plan, and according to commitment. Although running on time, practicing according to plan and competing in sports tournaments is a movement, CMC Telecom members are also very serious. “Each business will have different core values and management methods, but no matter what you do, to reach a final goal requires effort, desire and determination to maintain the goal to get results,” Mr. Kien affirmed.

With the Customer-centric philosophy and corporate culture of “Discipline, Professionalism, Commitment and Creativity”, CMC Telecom has continuously achieved success and received high appreciation from customers. In early 2023, as the only Vietnamese representative at the Asian Telecom Awards, CMC Telecom received two awards: Creative Cloud of the Year and Creative Infrastructure of the Year.