Telecomms Customers

Telecomms company providing broadband, data, voice and mobile business in Australia.

One of the world’s leading communications services companies.

http://www.bt.com/

Ability to bring new products to market in as little as 5 days.

http://www.crazyjohns.com.au/

The principal provider of fixed-line telecommunications services in Ireland.

http://www.eircom.net/

Dutch landline and mobile telecommunications company.

A provider of corporate, residential and public telecomms services in Ireland.

http://www.smarttelecom.ie

New Zealand-based telephone company and internet service provider.

One of the world’s leading communications services companies.

http://telkomsel.co.id/

Vodafone Libertel B.V. is one of the largest mobile telecoms companies in the Netherlands.

http://www.vodafone.nl/

Telkomsel

One of the world’s leading communications services companies.

http://telkomsel.co.id/

Case Studies

Telkomsel Case Study

Breaking Down Barriers with Exceptional Customer Service
Indonesia’s largest cellular operator with over 72 million subscribers

Download the Telkomsel Case Study: US | UK

The Challenge

Over 10 years ago, following market deregulation, Telkomsel embarked on a hugely ambitious customer acquisition program 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 serivce, Telkomsel chose Sword Ciboodle to revolutionize 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.

Telkomsel Website

The Solution

Sword Ciboodle powers Telkomsel’s sales and service processes. The solution allows the company to onboard new customers and offer a broad array of mobile products including hybrid models such as prepaid and postpaid. This includes the set up of all account structures and also the maintenance of business rules to manage them. All processes are localized 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 the iPhone distribution when Telkomsel recently won the distribution license for Indonesia.

The Results

In the last decade, Sword Ciboodle’s solution has scaled seamlessly to support Telkomsel’s phenomenal growth from just 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 the overall cost to serve customers.

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

Solution Highlights

Users: 10,000
Channels: contact center, email, branch, SMS, web and IVR
Processes include: over 400; Service provisioning requests, order & complaint management, package & product catalog, customer acquisition, account creation, GSM activation & deactivation
Integration: Oracle BEA Acqualogic, Siemens Intelligent Network and Convergys billing engine

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

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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