Telkomsel Case Study


Benefits
  • Can bring products and services to market within 5 days
  • Reduced overall cost to serve
  • Enhanced and extended customer service function
  • Consolidated over 10 applications
The Challenges

Over 10 years ago, following market deregulation, Telkomsel embarked on a hugely ambitious customer acquisition programme to gain market share. This was complicated by the geographic challenges associated with operating in Indonesia. 220 million people are dispersed across approximately 17,000 islands that span 3 time zones, with Telkomsel themselves having operations scattered throughout this region.

To achieve their primary objective of reducing operational costs while improving customer service, Telkomsel chose Sword Ciboodle to revolutionise their core customer facing processes. Today, Telkomsel maintain their lead position in a highly competitive market via a strategy to differentiate through their customer service.

The Solution

Sword Ciboodle powers Telkomsel’s sales and service processes. This allows the company to onboard new customers and offer a broad array of mobile products, including hybrid models such as prepaid and postpaid plans. This includes the set up of all account structures and also the maintenance of business rules to manage them. All processes are localised in Indonesian language and are provided to the customer across a range of multiple channels. Telkomsel’s agents now have a single customer view of each customer interaction. Therefore, regardless of channel chosen or geographic location of the Telkomsel operation, first class customer service is always provided. Sword Ciboodle was also chosen for the service provision and customer service processes for iPhone distribution when Telkomsel recently won the license for Indonesia.

The Results

In the last decade, Sword Ciboodle’s solution has scaled seamlessly to support Telkomsel’s phenomenal growth from 500,000 to over 6 million subscribers. During this time, Telkomsel has worked closely with Sword Ciboodle to leverage existing technologies and add new ones. Sword Ciboodle has helped Telkomsel enhance and extend their customer service function through the innovative use of new channels, whilst enabling them to reduce their overall cost to serve customers.
 
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