BMC Helix partners DNB to drive 5G in Malaysia

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CAI solutions leader BMC Helix is partnering with Digital Nasional Berhad (DNB), the 5G wholesale provider for Malaysia to evolve DNB’s digital operations and deliver one of the world’s most cost-effective and technologically advanced ServiceOps deployments.
 
Established in 2021, DNB’s infrastructure supports 82.4% of Malaysia’s populated areas with 5G coverage, enabling industries such as healthcare, education, manufacturing, and logistics to innovate at scale.  By partnering with BMC Helix, DNB is able to automate AI-driven service management across its IT and network systems, and is using BMC Helix to consolidate corporate IT service management and business processes which manage procurement and IT Security requests, streamlining service delivery across the organization.

“Our network and platform are built for the future, not the past,” says Sunil Gupta, Head of Digital Engineering, DNB.  “With BMC Helix, we’re embedding AI into our service management to deliver superior connectivity and unlock new possibilities for AI innovation, given the 5G wholesale provider complexity involved.  The team achieved a remarkable 80% + reduction in Mean Time to Acknowledge (MTTA) incidents, an important KPI for DNB. MTTA is now less than five minutes per incident, improving customer experience for both internal and external customers and freeing time for further innovation.”
 
“BMC Helix’s AI capabilities allow us to shift from reactive to proactive operations,” adds Ken Tan, Chief Technology Officer, DNB.  “We’re freeing up human time to focus on strategic work and accelerating the 5G innovation roadmap.”
 
“We’re thrilled to see the efficiency gains that DNB has achieved so quickly and the new opportunities for innovation that they continue to identify,” says Gunal Kannan, Area Vice President, Sales Strategy & Innovation, BMC Helix.  “DNB has actively leveraged the generative AI capabilities of HelixGPT to drive new innovative use cases.  They have been leaders in this market, maximizing the potential of HelixGPT and the huge set of benefits that come with the adoption of agentic AI.  DNB’s rapid adoption of this technology and continued partnership to drive new use cases is a success story for network providers across the globe.”