Breaking Down Barriers with
Exceptional Customer Service
Indonesia’s largest cellular operator with over
72 million subscribers
Download the Telkomsel Case Study:
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UKThe 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.
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.
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
