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Indonesias Telecommunication Sector
Indonesias Telecommunication Sector
Indonesias Telecommunication Sector
Moderator:
Mr. Gervasius Samosir (Manager, Indonesia - Solidiance)
Background
As part of an extended series of industry breakfast events hosted by Solidiance across Asia, Solidiance Indonesia
hosted its breakfast roundtable on the 26th of November 2015 to discuss Customer Experience Management (CEM) in
Indonesia’s telecommunication sector.
With the common issue of declining performance parameters in telecom operators, burgeoning acknowledgement of
Customer Experience Management (CEM) is ever present to arrest the decline. Numerous regional telecom operators
(Axiata, Globe Telecom, Telstra, etc.) have seen a downtrend reversal as a credit to customer-centric approach. What
remains a key challenge for telecom players is the consistency to deliver customer experience and the implementation
to improve their CEM, whether it’s introducing new tools or new strategies, without sacrificing further cost for the
company.
Key Takeaways
1. Prevailing issues that exist in CEM in Indonesia’s Telecom sector
With millions of subscribers, dozens of ever-changing products and plans, as well as diversified sales and
service channels, telecom providers are one amongst the sectors which require CEM platform more than any
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other. Issues along the journey of customer experience e.g. shorter customer lifecycle and skill gap which
hinders the digital disruption to positively impact the customer satisfaction, are a couple of reasons why CEM is
growing its importance. Tough competition within the market is pushing customers to have prevalence towards
faster discontinuation of services, especially when dissatisfaction occurs. There is also often unsupportive
system along the distribution chain, for example an ineffective T-cash implementation caused by the lack of
proper training and understanding about the system.
However, current CEM practices in most of today’s telecom falls under the feedback programs or customer
relations of which division operate only within silos, and do not capture the overall customer experience. There
is also an additional cost taken into consideration when the industry talks about CEM – as sometimes a third
party involvement is needed to execute a thorough assessment and management system.
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