Telkomsel

One of the world’s leading communications services companies.

http://telkomsel.co.id/

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Case Studies

Telkomsel Case Study

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Telkomsel is Indonesia’s largest cellular operator with over 72 million subscribers. What unites Telkomsel’s business strategy over the years, is the desire to differentiate through customer service, selling and servicing to a growing consumer and corporate customer base while balancing the demands of a dynamic phone retailer business that needs to launch new products to market in days not months.

Sword Ciboodle now provides the customer sales and service fabric for a broad array of mobile products covering pre, post paid and hybrid product sets supporting the entire customer lifecycle. From quote to order, activation to service provision and fulfilment to post sale support, all business processes are localised in Indonesian Bahasa and available to more than 3300 users across the contact centre, retail branches, dealer outlets and web self-service channels.

Achievements include:

  • 2154% increase in sales revenue
  • 60% growth in subscriber base in one year
  • Awarded best customer services brand three years running
  • Support for in excess of 3300 geographically dispersed users with solution localised in Indonesian
  • Consolidated more than 15 applications into single unified desktop

The mobile industry in Indonesia has grown rapidly and Telkomsel experienced a 60% leap in subscriber numbers in a year. Our competition are now looking to Sword Ciboodle to follow our lead.

Hendri Mulia Sjam, Customer Service Director, Telkomsel

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Press Releases

Telkomsel wins best call centre award

Wednesday, 18 April 2007

Telkomsel wins best call centre award

Graham Technology provides underlying contact centre software for Indonesian telecom company

Graham Technology, a provider of customer-oriented business software and services, today revealed that its customer, Telkomsel has been recognised as having the best call centre in the Indonesian telecommunications industry. Telkomsel is the leading operator of cellular telecommunications services in Indonesia by market share, and its call centre is the most disparately spread in the world.

The awards were organised by the Centre for Customer Satisfaction and Loyalty (CCSL), an independent organisation that reviewed over 75 call centres in Indonesia to evaluate customer service levels based on three areas: Access, System & Procedure, and People. The evaluation was conducted in "mystery shopper" style, with individuals making direct calls to the call centres and reporting on their experience.

Graham Technology has been the provider of Telkomsel's call centre solution since 1997, and has recently undertaken a project to upgrade its software to meet the ambitious expansion goals of the company, while also boosting contact centre performance.

"We are delighted to see that Telkomsel has been recognised as having the best call centre in Indonesia," said Mike Hughes, managing director, Graham Technology. "It is great to be associated with an organisation achieving such success, and we offer our congratulations to the company and its call centre staff."

About Graham Technology

Graham Technology specialises in contact centre software and services. Since 1986, Graham Technology has worked with blue-chip organisations striving for operational excellence and who, in partnership with Graham Technology, have realised exceptional return on investment.

Headquartered in Scotland, Graham Technology has seven global offices, supporting a worldwide customer base. With its flagship customer interaction software, ciboodle, the company has become recognised as one of the most visionary CRM solution providers in the world.

www.grahamtechnology.com

Media and analysts contact:

Danny Sullivan
inmedia Public Relations Inc.
Tel (UK): +44 (0) 141 404 6478
Tel (US): +1 613 686 5657
Email: dsullivan@inmedia.com

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