Digital Nasional Berhad (DNB), Malaysia’s state-backed 5G wholesale provider, has partnered with enterprise software company BMC to automate service management and expand its digital operations at scale.
Established in 2021 to lead Malaysia’s 5G rollout, DNB today provides network coverage to 82.4 per cent of the country’s populated areas. Its infrastructure enables sectors including healthcare, logistics, manufacturing, and education to build next-generation services. To manage that scale, DNB turned to BMC Helix — a cloud-based AI service management platform — to embed automation and streamline operations.
The deployment allows DNB to manage service requests, incident resolution, and corporate IT functions through a unified platform. DNB has also integrated the solution into its procurement and IT security processes, consolidating workflows and improving internal service delivery.
“Our network and platform are built for the future, not the past,” said Sunil Gupta, head of digital engineering at 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.”
According to DNB, the shift to AI-led service operations has yielded measurable performance gains. The company reports an 80 per cent reduction in Mean Time to Acknowledge (MTTA) incidents — a key internal KPI — bringing response times below five minutes per incident.
“BMC Helix’s AI capabilities allow us to shift from reactive to proactive operations,” added Ken Tan, chief technology officer at DNB. “We’re freeing up human time to focus on strategic work and accelerating the 5G innovation roadmap.”
BMC said DNB’s use of HelixGPT, its generative AI engine, reflects a growing trend among telecom and infrastructure providers looking to operationalise AI. “DNB has actively leveraged the generative AI capabilities of HelixGPT to drive new innovative use cases,” said Gunal Kannan, assistant vice president of sales strategy and innovation at BMC Helix. “Their rapid adoption of this technology is a success story for network providers across the globe.”
