Friday, 15 October 2021


The retail space has been changing to accommodate the demands of today’s customers. As customers want better and convenient shopping experiences that cater to their needs, local retailers have responded by adopting digitalisation in their business operations.

Plenty have seen positive outlooks the moment their business adopted digitalising their business operations. Which is why it's important for you and your business to look towards digitalisation as well.


Why Digitalisation?

Brick-and-mortar retail stores were once the staple to run a business, but not anymore. You need to be where your customers are, and your customers are now using the internet to make purchases, as well as help them decide on what to purchase as well.

Digitalising your business can not only help you reach your intended customers and sway them to purchase your products and services, but it can also lower transaction costs and provide better control of your business operations.

Many local retailers themselves are seeing the benefits of digitalising their businesses as the challenges they faced were solved through the power of digitalisation. Here’s what some local retailers have to share about their experiences.


Local Retailers Experience and Advice


For Floral Designer Founder, Dianthus Goh, her work came to an abrupt halt when the pandemic hit, as her business was listed as non-essential. In response, she created a website for her business to better reach more potential customers. Her advice to entrepreneurs who may doubt digitalisation is to find the right balance and take small steps in adopting each new digital solution.

- Dianthus Designer


While Fresh St Grocer could operate during the pandemic, owner Tiffany Ong depended on delivery partners like Grab and Foodpanda to cater to higher delivery demands. She advises that business owners should consider the benefits of adapting to transform their businesses online and that an e-commerce platform has better ROI in the long run.

- Fresh St. Grocer


Malaysia’s Digital Adoption

According to DataReportal, the number of internet users in Malaysia increased by 919 thousand (+3.6%) between 2019 and 2020 which means more Malaysians are online. In terms of e-commerce, annual growth in the value of B2C e-commerce spend saw a 100% increase!



Essential Digital Solutions Your Business Should Have

For local retailers, these are the top 3 digital solutions you should get for your business:

Digital Payment Solutions

E-wallets are gaining popularity due to better security and less hassle. So consider popular options like Touch 'n Go eWallet, Boost, GrabPay and even AliPay. Get a system like MESINKIRA that helps you accept these different e wallets, as well as other forms of payments like cash and credit cards, to help you manage your inventory and organise your bookkeeping.

SMS Broadcast Platform

Even with the rise of Whatsapp and Telegram, the use of SMS (short messaging service) is still one of the best ways to communicate with your customers. According to DataReportal, the number of mobile connections in Malaysia currently stand at 40.69 million as of 2020. This makes SMS the best way to communicate with your customers directly without relying on any apps. Examples include the Enterprise Bulk Messaging where you can set up when, what and who you want to send an SMS to, while being cost effective as well.

Social Commerce Platform

With more than 80% of Malaysians are on social media, it make sense for retailers to use social commerce platforms like Instagram and Facebook in setting up their business to better reach their customers. Despite managing multiple social media platforms may prove to be challenging, however, it is possible with AVANA as it is a platform that helps you sell through websites, Facebook, Instagram, WhatsApp and Telegram and manage them all on one dashboard.


Pro-Tip: Start Digitalising Your Business In These Simple Steps:

You can take these steps to begin digitalising your business:

  1. Create an online presence through a website, social media (Facebook, Instagram, etc.) or on e commerce platforms (Shopee, Lazada, etc.)
  2. List your products online on each platform
  3. Set up your preferred contactless payment system (Boost, GrabPay, Touch 'n Go eWallet)
  4. Partner with relevant delivery services (PosLaju, LalaMove, GDEX, etc.)
  5. Start marketing your products via SMS, email marketing, paid online ads
  6. Manage customers messages and queries on a dedicated platform (Facebook Business Suite, AVANA) or setup a chatbot to help respond to queries faster



Celcom - Your One-Stop Digital Solutions Provider

Celcom have been standing with Malaysian businesses for more than 30 years to deliver the widest mobile network nationwide. As a one-stop digital solutions provider, we bring a comprehensive and end-to-end service ranging from connectivity to innovative business solutions that is tailored to simplify the digitalisation of your business and enhance productivity.

Consult our sales personnel for more information on our range of business solutions, products and services.