PROFILE

Dialog

Q: How has Dialog stayed true to its vision?

A: Driven by our purpose of ‘Empowering and Enriching Sri Lankan Lives and Enterprises,’ we are committed to building sustainable digital ecosystems that will benefit all stakeholders while propelling our country’s transformation into a thriving digital nation.

Staying true to our brand promise – ‘The Future. Today.’ – we remain resolute in delivering state-of-the-art technology and connectivity that is inclusive, affordable and accessible to all. We believe that the trust and confidence placed in us by more than 17 million Sri Lankans for over two decades is a testament to this ethos.

In recognition of these efforts, Sri Lankans across the country voted Dialog as the ‘Telecommunication Brand of the Year’ for a record 12th time at the SLIM-Kantar People’s Awards 2023.

This trajectory has also culminated in Dialog being named ‘Sri Lanka’s Most Valuable Brand’ by Brand Finance for the fifth consecutive year, with a brand value of Rs. 52 billion and a AAA+ brand rating.

In addition, a 17 year stronghold as the ‘Most Valuable Telecommunications Brand’ stands as a testament to Dialog’s relentless endeavours in uplifting Sri Lanka and its people.

Q: How has Dialog responded in times of need to assist communities?

A: Dialog has consistently stepped forward to extend its support and aid communities – especially in times of dire need. Our commitment to making a positive impact through technology is exemplified by our unwavering efforts in these challenging times.

In 2022, one of the major crises Sri Lanka faced was an acute fuel shortage, which posed a grave threat to the nation’s economy and people’s livelihoods. In response, Dialog partnered with MillenniumIT ESP, and the Information and Communication Technology Agency (ICTA), to develop and implement the groundbreaking ‘National Fuel Pass’ solution.

This collaborative effort not only resolved the fuel crisis but also restored normalcy and resulted in substantial national savings. The success of this initiative showcases the transformative power of technology in rejuvenating a nation in periods of turmoil. The Ministry of Power and Energy commended us for our visionary leadership and contribution to the National Fuel Pass platform.

In collaboration with our corporate partners, we initiated the ‘Manudam Mehewara’ initiative to support families in need during this tumultuous time. Through this programme, we provided emergency aid to over 120,000 vulnerable families across all 25 districts of Sri Lanka.

Acknowledging the crucial role that Dialog plays in maintaining connectivity for our customers, enterprises and communities, we acted swiftly to ensure uninterrupted services despite prolonged power cuts and limited access to essential resources.

Q: How does Dialog ensure service delivery excellence and exceptional customer experience?

A: At Dialog, we hold our customers at the centre of everything we do, embodying our core value of ‘Service from the Heart’. This unwavering commitment drives us to create a lasting impact that resonates with our customers, elevating their experience to new heights.

To meet the evolving needs of customers, we have extended our digital care offerings to Viber, WhatsApp and Instagram, introducing the virtual interactive assistant ‘DIA’ for personalised support.

Our ‘MyDialog’ Web and App enable seamless transitions between digital channels, offering a superior experience as the most downloaded telecom application in Sri Lanka. We continue to prioritise ex­ceptional customer experience by integrating Google Assistant, providing voice assistance for a range of Dialog products and services.

Our commitment to customer-centricity has yielded remarkable results. Our Customer Interaction Centre has been certified as a ‘Great Place to Work’ and recognised as one of the 50 ‘Best Places to Work in Sri Lanka,’ as well as one of the 15 ‘Best Workplaces for Women.’

We were awarded the CXPA ‘Council’s Choice’ Asia Innovation Award for our customer driven innovation in the VoC insights and actions platform.

Forrester, a globally renowned research and advisory firm, awarded us the Customer-obsessed Enterprise Award for the Asia Pacific Region, recognising our dedication to customer-centricity for business growth, customer retention and employee engagement.

These achievements stand as a testament to our unwavering focus on placing the customer first, driving our pursuit of excellence in service, and reaffirming our commitment to building meaningful and enduring relationships.

Telephone: 1777 | Email: service@dialog.lk | Website: https://www.dialog.lk/