Digital Nasional Berhad (DNB), Malaysia’s 5G wholesale provider, has partnered with BMC Helix to transform digital operations with AI-driven service management.
Digital Nasional Berhad (DNB), the sole 5G wholesale provider in Malaysia, has partnered with BMC Helix, a global leader in AI-powered service management solutions, to transform its digital operations. The collaboration is helping DNB deliver one of the most cost-effective and advanced ServiceOps deployments in the world, positioning Malaysia as a leader in next-generation connectivity.
Established in 2021, DNB was created to accelerate Malaysia’s digital transformation by deploying a nationwide 5G network that is fast, reliable and affordable. Today, DNB’s infrastructure already supports more than 82% of the nation’s populated areas with 5G coverage, enabling critical industries such as healthcare, education, logistics and manufacturing to innovate at scale. To sustain this growth and improve operational efficiency, DNB turned to BMC Helix to deploy an automated AI-driven service management solution capable of managing processes across interconnected networks, IT and service systems.
The scalable SaaS-based BMC Helix solution has enabled DNB to automate ITIL processes at scale to support the complex needs of a nationwide 5G rollout. Beyond its network operations, DNB has expanded its use of BMC Helix to consolidate corporate IT service management and streamline business processes including procurement and IT security requests. This consolidation has improved efficiency across the organisation and enhanced service delivery to both internal and external stakeholders.
Sunil Gupta, Head of Digital Engineering, DNB, said the company’s focus is on building future-ready infrastructure. “Our network and platform are built for the future, not the past. With BMC Helix, we are embedding AI into service management to deliver superior connectivity and unlock new possibilities for AI innovation, given the complexity of a 5G wholesale provider.”
The partnership has already delivered measurable results. DNB has achieved an over 80% reduction in Mean Time to Acknowledge (MTTA) incidents, an important service management KPI. MTTA is now less than five minutes per incident, a major improvement that enhances customer experience while freeing valuable time for further innovation and strategic work.
Ken Tan, CTO of DNB, highlighted how AI is transforming service operations. “BMC Helix’s AI capabilities allow us to shift from reactive to proactive operations. We are freeing up human time to focus on strategic initiatives and accelerating the 5G innovation roadmap.”
According to BMC Helix, DNB has also become an early leader in adopting generative AI within service management. “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,” said Gunal Kannan, AVP of sales strategy and innovation at BMC Helix. “DNB has actively leveraged the generative AI capabilities of HelixGPT to drive new use cases. Their rapid adoption of agentic AI is a success story for network providers across the globe.”
By embedding AI at the core of its service management, DNB is strengthening its 5G platform and driving innovation for Malaysia’s digital economy. The partnership with BMC Helix underscores how technology and AI are reshaping connectivity, making Malaysia a key example of future-ready telecommunications.
