Customers for Trust and Connectivity

In an increasingly digital economy, customer trust, connectivity resilience, and service excellence remained central to our value creation strategy. As Sri Lanka’s National ICT Solutions Provider, we continued to strengthen our role as a trusted enabler of digital lifestyles, enterprise transformation, and national connectivity through sustained investments in fibre infrastructure, digital platforms, customer experience enhancement, and next-generation technologies.

Serving individuals, households, enterprises, public institutions and local and global telcos and wholesalers, we remained focused on delivering secure, reliable, and future-ready solutions that empower customers to live, work, learn, and grow in a digitally connected world. Through customer insights, data-driven decision-making, agile innovation, and a customer-first culture embedded across all business functions, we continuously refined our value proposition to address evolving expectations while creating long-term stakeholder value.

Beyond connectivity, we seek to build enduring customer relationships founded on trust, accessibility, innovation, and service excellence, while contributing meaningfully to national digital inclusion and socio-economic progress.

In executing this vision, we focus on expanding fibre-led broadband and advanced digital services to meet growing demand for high-speed, secure, and reliable connectivity, while continuously improving customer experience through digital platforms, service quality enhancements, and tailored solutions for consumers, enterprises, SMEs, and government institutions.

Our extensive nationwide fibre footprint, integrated fixed, mobile, and digital service portfolio, and trusted role in national ICT development enable us to deliver end-to-end solutions at scale. This positions us to support complex customer requirements, drive digital adoption across sectors, and sustain long-term customer relationships in a competitive market.

Fibre and Network Leadership

We introduced our new Fibre Unlimited Data Packages during the year, reinforcing our commitment to delivering high-performance, reliable, and seamless connectivity nationwide. The packages offer speed tiers ranging from 100Mbps to 1000Mbps, enabling customers to select plans aligned with their usage needs while supporting bandwidth-intensive activities such as streaming, video conferencing, online gaming, and large file downloads. Enhanced with improved latency, reliability, and flexible data usage, the offering is designed to meet the demands of modern digital lifestyles, including remote work and e-learning.

In addition, the plans incorporate value-added features such as parental controls, Wi-Fi optimisation, and bundled entertainment options, delivering a more personalised and enriched home broadband experience. Leveraging SLT-MOBITEL’s advanced fibre infrastructure, the service ensures consistent high-speed performance even during peak usage periods, strengthening our position as a leading fixed broadband provider in Sri Lanka.

5G Rollout

The More-for-More value framework addressed the needs of clearly defined 5-G customer segments. The 5G technology offering is designed to capture premium demand for higher speed, lower latency, and enhanced experience. SLT Mobitel continued to aggressively expand our existing 5G footprint further, to support the commitment to long term digital infrastructure development.

Our Consumer Business

The Consumer Business remained a major revenue contributor for the company, supported by a diversified portfolio comprising fixed voice, broadband, and entertainment services. Fibre broadband continued to serve as a key strategic focus, addressing the growing customer demand for high-speed and reliable connectivity, while fixed voice services continued to cater to customer segments with established usage preferences.

During the year, the unit further expanded its customer base through the introduction of a dedicated micro-business offering targeting SME customers, strengthening our position within a segment traditionally dominated by mobile operators. In parallel, the successful rollout of unlimited fibre packages enhanced affordability and market differentiation, accelerating fibre adoption and reinforcing our leadership in the fixed broadband market.

Our Enterprise Business

Our Enterprise Business segment continued to strengthen its role as a trusted digital transformation partner for businesses, government institutions, multinational corporations, and SMEs by delivering an integrated portfolio of connectivity, cloud, cybersecurity, data centre, and managed ICT solutions.

During the year, strong momentum was recorded across the SME, Government, and Large Enterprise sectors, driven by increasing demand for secure, scalable, and intelligent digital infrastructure. The accelerated transition from traditional MPLS networks to SD-WAN architectures, particularly within the Banking and Financial Services sector, reflected the growing need for application-aware connectivity, enhanced resilience, and centralised network management.

Advancing National Digital Infrastructure

A key milestone during the year was the successful deployment and onboarding of the Lanka Government Cloud (LGC 2.0), representing a significant advancement in Sri Lanka’s national digital transformation agenda.

Built on Tier 3 data centre infrastructure, the platform delivers secure, sovereign, and scalable cloud capabilities to support critical government workloads while ensuring enhanced security, operational resilience, and regulatory compliance. The initiative further enabled improved digital service delivery, inter-agency collaboration, and greater efficiency across public sector institutions.

Advancing Enterprise Digital Transformation

Our Enterprise portfolio continued to strengthen through next-generation digital product and services spanning multi-cloud services, cybersecurity, managed services, enterprise connectivity, and AI-ready infrastructure. During the year, cloud-native platforms, secure storage, backup and disaster recovery products and services, SD-WAN technologies, and scalable digital platforms were introduced to support evolving business requirements across organisations of all sizes.

As organisations accelerated their digital transformation initiatives, cybersecurity continued to remain a strategic priority across all industry sectors. In response to the evolving threat landscape, SLT-MOBITEL Enterprise further strengthened our portfolio of integrated cybersecurity services, enabling customers to safeguard critical digital assets, ensure business continuity, and maintain regulatory compliance.

Through continuous investments in advanced cybersecurity technologies, managed security operations, and secure digital infrastructure, SLT-MOBITEL Enterprise further reinforced our position as a trusted cybersecurity partner enabling secure digital transformation across Sri Lanka’s enterprise ecosystem.

A strong focus was also placed on enabling SME digital adoption through simplified, secure, and scalable technology products and services. These capabilities supported businesses in enhancing operational efficiency, strengthening cyber resilience, improving business continuity, and adapting confidently to an increasingly digital business environment.

Building AI-Ready Digital Infrastructure

In line with emerging global technology trends, strategic investments continued towards building AI-ready infrastructure capabilities. Focus areas included high-performance cloud environments, intelligent analytics platforms, GPU-ready compute environments, and advanced enterprise digital services.

Network modernisation initiatives also strengthened high-capacity fibre infrastructure, secure SD-WAN capabilities, and data centre interconnectivity to support low-latency, high-bandwidth digital workloads and future AI-driven applications.

Strategic Partnerships and Ecosystem Development

We strengthened our technology ecosystem through strategic collaborations with leading global technology providers including Cisco, Red Hat, Fortinet, CrowdStrike, Hewlett Packard Enterprise, Veeam, Hitachi, Commvault, and Ekinops.

These partnerships strengthened the delivery of enterprise-grade digital products and services supporting cloud modernisation, cybersecurity resilience, application performance optimisation, secure connectivity, and digital transformation across multiple industry sectors.

Expanding Global Connectivity

Through Xyntac, we strengthen our role in expanding global connectivity by delivering seamless international ICT and connectivity solutions to enterprise and wholesale customers worldwide. Xyntac leverages our extensive network infrastructure, submarine cable connectivity, and technical expertise to provide secure, scalable, and high-performance services across borders.

By enabling reliable global reach, supporting digital transformation, and connecting international markets with regional and local networks, Xyntac enhances our international footprint while positioning the Group as a trusted global ICT service provider.

Customer Experience Enhancement

Customer Experience Management (CEM) function is strategically embedded across all customer touchpoints, ensuring seamless service integration, operational alignment, and consistently superior customer experiences.

To strengthen service delivery nationwide, dedicated Customer Experience Management Officers have been appointed across regional offices. These officers play a pivotal role in overseeing customer interactions at key touchpoints and upholding service quality standards. Their capabilities are continuously enhanced through structured monthly training programmes focused on customer experience best practices and service excellence.

In addition, ongoing customer journey enhancement initiatives are undertaken across Consumer, SME, and Enterprise segments. These initiatives focus on identifying friction points, streamlining processes, and redesigning end-to-end journeys to deliver more intuitive, efficient, and value-driven experiences aligned with evolving customer expectations.

Complementing this, a structured pain point management framework is in place to systematically identify, prioritise, and resolve recurring service issues. Through cross-functional collaboration, root causes are addressed to enhance service reliability, strengthen accountability, and drive continuous improvement across the customer experience ecosystem.

Customer Satisfaction and Net promoter score

Sustainability of the business depends on continued customer satisfaction generated through excellent service delivery. Capturing the authentic voice of the customer, therefore, is an imperative. We conducted monthly, quarterly, and annual surveys, to gain deeper insights into the latent and emergent needs of the customers where performance was tracked through tailored metrics. Customer Satisfaction Index (CSI), Net Promoter Score (NPS), Brand Loyalty Index (BLI), Brand Equity Index (BEI), Net Trust Score (NTS), First Time Resolution (FTR) Index, Time to Resolve Index (TRI), and Customer Effort Score (CES) delivered clear and actionable measurements of experience outcomes.

Quantitative measurement and qualitative analysis converge to demarcate drivers of satisfaction and pinpoint improvement areas, through an integrated framework that spans across Consumer, SME, and Enterprise segments. These evidence-based insights helped in enhancing satisfaction indices in 2025, that reinforced a disciplined and data-driven approach to customer experience management.

Customer Loyalty

We are committed to strengthening customer loyalty by delivering lasting value through innovation, service excellence, and personalised engagement. We continue to build long-term relationships by ensuring consistent service quality across all touchpoints and by actively listening to customer feedback to enhance satisfaction throughout the customer journey.

During the year, loyalty initiatives were further enhanced through targeted engagement with high-value customers, including appreciation visits, personalised interactions, and structured feedback sessions. Regular follow-ups, personalised greetings, and proactive communication helped reinforce relationships, improve responsiveness, and ensure customers felt consistently valued and supported.

Data-driven insights were leveraged to better understand customer behaviour, anticipate needs, and offer tailored service enhancements, ensuring improved value delivery. Exclusive customer engagement sessions also enabled deeper interaction, recognition of loyal customers, and refinement of service offerings based on customer expectations.

Customer Health, Safety and Data Protection

We continued to prioritise our customer health, safety, and data security through rigorous operational controls, resilient infrastructure, and robust governance mechanisms.

Field operations were conducted under strict safety protocols by certified technical personnel, while products and network infrastructure underwent comprehensive quality testing, compliance reviews, and operational audits to minimise service risks and ensure reliability.

We further strengthened cybersecurity safeguards through encryption technologies, access controls, real-time threat monitoring, and proactive risk management measures designed to protect customer data, maintain service continuity, and prevent unauthorised access or service abuse.

Digital Enablement

During the year under review, Digital Customer Experience team continued to play a pivotal role in advancing customer satisfaction and accelerating the organisation’s digital transformation journey. With a strong focus on innovation and service excellence, key digital initiatives were directed towards delivering seamless, personalised, and efficient customer interactions across all digital touchpoints.

A series of awareness and engagement programmes were implemented to drive greater digital adoption among customers and internal stakeholders, enabling smoother transition and increased utilisation of self-service and digital channels. Continuous enhancements were also made to user experience design, service automation, and feedback analytics, resulting in improved responsiveness, convenience, and service reliability.

In alignment with our broader digital strategy, the team worked closely with cross-functional units to streamline processes, reduce manual interventions, and strengthen a data-driven culture in Customer Experience Management.

These initiatives collectively enhanced operational efficiency and strengthened customer engagement, further reinforcing our commitment to being a digitally empowered, customer-centric organisation driving Sri Lanka’s journey towards a fully connected digital future.

Customer Experience Highlights

Key milestone during the year was the successful celebration of International Customer Service Week 2025, held in October under the theme “Mission Possible” The initiative recognised the invaluable contribution of both customers and employees in driving service excellence and fostering stronger relationships. A series of interactive activities and engagement programmes were conducted throughout the week to promote customer appreciation, strengthen collaboration, and reinforce a service-oriented culture across the organisation.

We also launched the MyBusiness Portal/App, a unified digital platform enabling enterprise customers to efficiently manage telecom services, billing, and service requests. Enhancing convenience and operational agility, the platform also received national recognition with awards at the National Project Management Excellence Awards and National ICT Awards 2025 for its contribution to digital innovation and business transformation.

Network Modernisation and Enhanced Customer Experience

Through sustained investment in network upgrades and optimisation initiatives, we significantly enhanced our mobile and broadband service performance, delivering improved 4G customer experience and expanded network coverage across the country.

A major milestone achievement includes the upgrade of over 80% of network sites with high-capacity fibre backhaul, substantially strengthening network capacity, stability, and service quality. These advancements have reinforced our competitive position in the mobile data market and increased value delivered to broadband customers.

As a result of these continuous improvements, Mobitel was recognised as the Best Mobile Network in Sri Lanka 2025 by Ookla, reflecting superior network performance and customer experience leadership.

Customer Support Excellence

Our Contact Centre is the main customer touch point for customer care solutions, delivered on a timely and efficient manner, leveraged across a full channel mix, that includes voice, non-voice, emails, chatbot service (KITO), and the Social Media. , Our Customer Service Hotline 1212 serves as the customer-facing voice channel that includes automated Interactive Voice Response (IVR) service and live agent support.

Contact Centre Interactions on an average basis

To deliver efficient and effective customer service, 50% of contact centre interactions are handled automatically through the IVR and KITO chatbot, for real-time resolution. The balance 50% interactions are managed by agents with most cases resolved at the point of first contact. The First Contact Resolution (FCR) exceeds 50% of the complaints requested with the agents’ support. If further actions were necessary, those were re-directed to relevant work groups that included online technical officers or field teams for resolution. Proactive and outbound support complement this customer service model offering a variety of services and managing Book a Call requests to ensure timely end user care.

Contact Centre performance is evaluated through this multi-channel footprint by obtaining the customer feedback on real time basis and as a post survey. The same insights are drawn up for informed decision making to improve the service we offer to our customers. Survey frameworks are fed by the generated data enabling rapid identification of friction points and priorities remediation.

Frequent Support Requirements

Service/Requirement	Monthly average call demand
Fault reporting and resolution	200,000
Bill inquiries and complaints	105,000
Data (GB) balance and purchases	210,000
Product information	80,000
Privileged agent service for loyalty customers	6,000
Directory service	5,000
eChannelling services	4,500
Rail ticket booking	65
Book-a-call service	1,500
Other assistance agent services	50,000

Enabling Inclusive Value Creation and Stakeholder Engagement

As Sri Lanka’s National ICT Solutions Provider, we continued to strengthen our role in enabling inclusive digital progress through strategic initiatives spanning education, enterprise development, innovation, customer empowerment, and national digital infrastructure.

Through technology-led engagement, capability development, and ecosystem partnerships, we expanded access to digital opportunities, strengthened institutional connectivity, and empowered communities, businesses, and future innovators across the country.

Schools Fibre Connectivity Programme

Led by the Telecommunications Regulatory Commission of Sri Lanka and the Ministry of Education, and executed by SLT-Mobitel, this national initiative delivered unlimited fibre-based internet connectivity to secondary schools across the country.

The programme significantly enhanced access to digital learning resources and enabled the adoption of modern, technology-driven education delivery. During the year, connectivity had been successfully extended to over 2,300 secondary schools under this initiative.

Managed Services for Enterprise and Government

We strengthened our managed services portfolio by delivering integrated end-to-end ICT solutions to enterprises and public sector institutions across Sri Lanka.

The portfolio encompassed secure connectivity, managed networking, cloud infrastructure, cybersecurity, and digital business solutions, supported by robust Service Level Agreements (SLAs) that ensured high standards of reliability, security, and operational performance.

Enabling the National Digital Ecosystem

We continued to support the Ministry of Digital Economy and several strategic government institutions through secure connectivity, data centre infrastructure, and cloud hosting services.

These capabilities strengthened the foundational infrastructure of Sri Lanka’s national digital ecosystem, supporting digital governance, institutional modernisation, and strategic digital transformation initiatives.

Nationwide Fibre Transformation of Public Sector Networks

During the year, we accelerated the modernisation of public sector ICT infrastructure through the migration of legacy copper-based networks to high-speed fibre connectivity.

This transformation enhanced network reliability, strengthened secure communications, reduced latency, and improved operational efficiency across government institutions and public sector operations.

SME National Product Forum 2025 – Unleashing SME Growth Potential

The Product Forum 2025 was held under the theme “Unleash Your Business Potential” with the tagline “Break Barriers, Achieve More.” The forum focused on Cloud, Cybersecurity, and Business Applications, featuring flagship solutions including CloudFusion (Powered by Huawei), EdgeDefend, and WorkFlow X (Powered by Zoho).

The forum strengthened SME awareness of digital solutions and reinforced our position as a key enabler of business innovation in Sri Lanka.

Digital Enablement of SME Businesses – Hybrid Product Webinar

The hybrid webinar showcased our SME solutions across Cloud, Cybersecurity, and Business Applications. The session included expert insights, live demonstrations, and product videos, reaching over 250 SME customers through a multi-location broadcast format.

The initiative improved awareness of practical digital solutions and enabled SMEs to explore tailored applications for their business needs, supported by strong collaboration between product and regional teams.

Rewarding Home Broadband Customer with Bonus Data

Reinforcing our customer-centric approach and commitment to digital inclusion, we extended approximately LKR 2.5 Bn. worth of bonus data benefits to Fibre, LTE postpaid, and ADSL customers during 2025.

Delivered seamlessly and without conditions, the initiative improved affordability, enhanced digital access, and strengthened long-term customer loyalty.

SME National Campaign 2025 – Engagement Impact

The campaign, launched under the theme “Unleash Your Business Potential”, continued for a month in 2025 and beyond select activities. It engaged over 5,000 customers through physical meetings, webinars, and on-site demonstrations across multiple regions.

The programme focused on driving SME digital adoption through product showcases, hybrid engagement sessions, and direct customer interactions. 

National AI Expo & Conference 2025: Advancing Sri Lanka’s AI Ecosystem

The National AI Expo & Conference conducted, marking a significant milestone in Sri Lanka’s journey towards becoming a regional artificial intelligence hub. The event represented a bold national initiative to accelerate AI adoption across key economic sectors and strengthen the country’s position within the Asia-Pacific digital landscape.

Product Portfolio