CRM CONTACT CENTER

DIGITAL SOLUTION
YOUR DIGITAL CX PARTNER
Reinventing the Customer Experience &
Improve the Responsiveness and Agility within the Organization
in the Era of Connected Consumer and fast-changing world

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WHO WE ARE
PT INFOMEDIA NUSANTARA is a leading Business Process management
in the region , with strong capabilities in Operations, Information Technology
and vast experiences in CRM service.

Our Business Transformation 2020 – We are focusing to be the most preferred

Business Process Outsourcing Company in
Indonesia by focusing our services on :

1. Customer Relationship Management

Yellow Pages Call Center BPO 2. Shared Services Operation
1984 - 1995 1995 - 2014 2014 - Present

Market leader in CRM industry with

52% market share

INFOMEDIA is subsidiary of PT Telekomunikasi Indonesia Tbk (TELKOM)

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 BUSINESS PORTFOLIO
Our Best Business Portfolio & Solution
Customer Relationship Management
CRM Operation
o CRM Omni Customer Care (Inbound contact center,
Socmed services, KMS)
o CRM Omni Telesales (Telesales, Telecollection, Telesurvey,
Order management system)
o CRM Consulting (Analytics, Award Consultation, Designing
Contact Center etc.)
o CRM Omnimarketing (Online Reputation
Management/ORM, Digital campaign etc)
Shared Service Operation
Shared Services Operation
o SSO Consulting (Strategic HR Mgt, Business process)
o SSO FA Services (Bill to cash, Invoice to pay, Fixed assets
processing)
o SSO HR Services (Automated HR Process, Payroll,
Recruitment processing, Learning mgt.)
o SSO GA Services (Corporate Travel Mgt, etc.)
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 INFOMEDIA BOARD OF DIRECTORS

‘CX’ (Customer eXperience) is ‘Partner’ symbolizes the

‘Digital’ : Without question, the multi dimensional collaboration between business
Going Digital are the engagement along the customer entities to provide maximum results
Ultimate Business Goals for journey, which becoming for the business of the entire
Future Company underlying core operation and company.
development of INFOMEDIA

Niam Dzikri Riri Amalas Yulita M. Suhaendry

Direktur Finance & BusinessSupport
DirekturUtama Direktur sales and Operation

Committed giving the best experience to customers, INFOMEDIA promotes "Your Digital CX
Partner"

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28K

5
 Language Capabilities

Malay English

Korean Arabic

Chinese India

... Until 2018 this global service BPM INFOMEDIA has served 10 countries around the world, with a total of 20 customers ...
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7
Services Offering

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BPO Business Architecture BPO Offering Scope
Using Value Chain Model to Capture Customer Business Process Capability to design, build and operate services
factory of CRM, and SSO

Back Office Support Customers Touch Point Accelerate Business Value End to End BPO Offering

CRM
Portfolio Design Build Operate
Marketing, Sales, Service
Activity
Primary

CRM Setup
CRM
&
IT Enabler
Consulting &
Integration, CRM
CRM Business
Technology as Enabler Contact Operation
Process
Center
Support
Activity

Engineering
Relocation
SSO
SSO SSO Setup
FA, HR, GA Consulting & & Shared
SSO Business Integration, Service
Process Workforce Operation
Engineering Rebadging

Porter's Value Chain

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 CUSTOMER
1
RELATIONSHIP
MANAGEMENT
Touching your customer heart by providing
unforgettable customer experience
 CRM OMNICHANNEL (ON4)
A platform that combining CRM Apps and CIM multichannel with omni customer experience

TOUCHPOINTS USER EXPERIENCES

Chat

Voice SMS Email OTT Chat Web Web Chat VIP

Direct Voice
DASHBOARD & REPORTING
Web
Apps

Web
Chat SMS
Custom Team Performance
Mobile
Reporting Dashboard

APPLICATION LAYER TECHNOLOGY Interaction History

Integrated
ON SERVICE DESK Voice
Database
OMNI CHANNEL
SMS
Web base Cloud Base Email
Chat
Mobile Apps Multiframe
Layout
 CRM OMNICHANNEL (ON4)
A platform that combining CRM Apps and CIM multichannel with omni customer experience

Benefits ON Technical Spesification (10 Digital Channels + Voice)

Artificial Intelligence (AI)

Managing multi channel customer

WA Business Account
interaction in holistic approach

Elevate customer satisfaction and

provide better experience
through contextual CRM and omni-
history information

Supported with comprehensive

interaction data reporting &
analytics to help the decision making
process
 OMNICHANNEL (ON4) FEATURES
A platform that combining CRM Apps and CIM multichannel with omni customer experience

Various channel selection of : voice, Text Message, Email, Over The Top (OTT) Chat (Line, Telegram,
1. Hangout), Real Time Communication (RTC) Chat, Social Media (Faceboook and Twitter)

Channel Integrator platform with single database and real time context omni-
history
2.

3. CRM application options covering: inbound (trouble ticket).

Interaction historical data for further reporting and analytical purpose 4.

 OMNICHANNEL (ON4) Architectural Design
Based Infrastructure Architectural Design

CUSTOMER CHANNEL INFRASTRUKTUR OPERATION CC

PBX
Media
Gateway ▪ IVR
Voice ▪ ACD
Local PSTN
▪ Recordi
ng
▪ CTI
Email Engine: Email,
Web Chat, SMS, Socmed
Internet
Interaction
Management ON Ver.4
Socmed

▪ Integrated channel &

Messanger Customer Interaction
Management
Server Apps & ▪ Integrated with CRM
DB (Trouble (Nabila CRM)
Ticket)
 OMNICHANNEL (ON4) User Level Capabilities & Role
UI Capabilites, Function for Every User Level

Agent Supervisor Aministrator

▪ Designed to handle multiple chats,
SMS, phone, social, messaging and
custom interaction at same time,
efficiently
▪ Transfer and conference
ineteractions
▪ Multiple Scren Pops
▪ Frequently used phrases and URLs
▪ Customer Journey Visualization
▪ Monitor Omnicahnnel agents from
one user interface
▪ Access real time and historical
reports
▪ Barge in
▪ Change Agent attributes
dynamically to match tasks with
resources across multiple sites
▪ Manage Omnichannel Agents
▪ Manage attributes and workflows
▪ Manage multiplicity User account
▪ Manage severity User level
Access
 VIRTUAL ASSISTANT (AI) Chat Bot
Artificial Intelligent Chat Bot to increase your speed and traffic interaction handling

VA
VIRTUAL ASSISTANT (AI) Implementation Business
Artificial Intelligent Chat Bot for any kind of your business Information
 TICKETTING NABILA SOLUTION
A platform that give trouble ticketing system management

Definisi Flow Proses

Aplikasi Trouble Ticket merupakan aplikasi yang dirancang khusus
untuk menangani permasalahan, informasi, keluhan, dan pertanyaan
dari masyarakat.
Aplikasi ini dilengkapi fitur eskalasi, yaitu melempar permasalahan Masyarakat Agent Petugas
yang Menyampaikan pesan Menjawab pesan yang Memproses pesan
Tidak dapat diselesaikan oleh agent, ke petugas yang berwenang. berupa disampaikan agent, yang dieskalasi
Menelpon Contact Center dan Melakukan eskalasi untuk
Keluhan, informasi,
menyampaikan pesan pertanyaan atau keluhan
saran,
Atau pertanyaan ke yang membutuhkan
Call Center penanganan lebih lanjut

Kegunaan Benefit
• Menyimpan data detail pesan yang disampaikan masyarakat • Menyimpan semua isi pesan yang disampaikan penelpon
ke dalam bentuk ticket • Memudahkan melacak pesan tertentu dengan Ticket ID
• Mengkategorikan pesan • Mendapatkan data penelpon dengan lengkap
• Melakukan eskalasi permasalahan yang tidak dapat • Mempermudah dan mempercepat eskalasi permasalahan ke
diselesaikan oleh agent petugas terkait
• Memantau kinerja agent • Mendapatkan laporan detail tentang semua pesan yang
• Menampilkan laporan detail pesan yang tercatat oleh aplikasi masuk ke Call Center
 TICKETTING NABILA SOLUTION
A platform that give trouble ticketing system management

Rekomendasi
Fungsi / Fitur Aplikasi Trouble Ticket ini cocok digunakan untuk layanan Call Center Inbound
yang dibangun untuk menangani permasalahan, mengeskalasi permasalahan, dan
• Dashboard menampung saran dan informasi dari masyarakat.
• Work Order Contoh layanan yang cocok menggunakan aplikasi Trouble Ticket adalah:
• Form Contact - Layanan customer care perusahaan
• Dynamic Escalation Rule - Layanan customer care pemerintahan
• Catalog Services - Layanan customer care perbankan
• Notification: - Layanan Call Center untuk monitoring
- by Email
- by SMS Screenshots
- by WhatsApp
• Reporting Management Dashboard
• Responsive
• Dynamic User Level and User Level Menu
• Administrator
• Office escalation
• Supervisor
• Unlimited Matrix Tree (Category)
• Conversation history
 TICKETTING NABILA TOPOLOGI & FLOW PROCESS
A platform that give trouble ticketing system management

L1 L2

• Next Level
Complaint
• Complaint
need to
Handle by CUSTOMER
Corp.
• Next level L2 : Empoyee
Request 1. Review dan FU
• Request Complaint :
Related to 2. Estimasi Waktu
Agent Contact Center
Core 3. PIC
4. Jenis Permasalahan
5. Impact (Low, Medium,
High, Critical)

Agent Input permasalahan di Creating tiket

Close or
pending
Benefit aplikasi : Dispatch
1. Estimasi Waktu
• Produktifitas agent yang meningkat. 2. PIC
• Customer experience yang lebih baik. 3. Impact (Low, Medium, High,
• Meningkatnya loyalitas pelanggan. Critical) Tiket tersimpan
• Fitur Omnichannel seperti voice, sms, email, dan di database dan
chat. Generate to
Dashboard
Report
 ON4
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PLATFORM
UI & DASHBOARD
Friendly use ON4 platform UI & Dashboard
makes every trouble can be trace and
monitored effectively
Basic Platform UI
Agent basic UI

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Creating Ticket
Ticket creator UI platform
 SPV UI PLATFORM
Nabila ticketing modul UI for SPV to receive, solve, or re-escalated the monitored

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 DASHBOARD UI
Dashboard that can be used with all level user
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QUALITY
MANAGEMENT
Performance Quality Management and
Monitoring
 PEOPLE QUALITY MANAGEMENT
Help to improve Contact Center Operations to be excellent

HIGH QUALITY STANDARD QCO

CONTACT CENTER EXPERIENCE
SENSE OF BUSINESS • QC Analyst Expert
• Management & Leadership Skill
• Advance Business Understanding

QC Team Leader

• QC Officer Expert
• Achievement Orientation
EXPERTISE

• Conceptual Thinking
• Deep Business Understanding
QC Analyst • Operation Overview
• Voice Expression
• Fast Learning • Agent Expert
• Communication • Analytical Thinking
• Problem Solving • Team Work & Diversity
• Customer Relationship • Detail Oriented
QC Officer
Agent • Product Knowledge • Segmented based on service type
• Segmented based on service type • Basic Business Sense

EXPERIENCE
 QUALITY MANAGEMENT
Tools Tasya 2.0

Agent Data Management Summary Customer Experience with Interaction Management

Recommendation
Integrated With CC Application Dashboard Performance & Executive
Evaluation QA to Solving the Problem Insight
Detail Root Cause
Evaluation Parameter Management Channel Interaction Management
Rating & Recommendation for Agent
 PEOPLE QUALITY MANAGEMENT
How the Process

Dive deep into your data Calibrate the tools and people Map the agents based on finding Oversee agent recruitment
process since the very
beginning

Hold a calibration Provide immediate feedback Make parameter guide

meeting

Have them listen to Cross-examine call Rewarding, Recognizing and

shared records observations Celebrating Achievements
 AGENT ANYWHERE CAPABILITIES
Provide Agent CC tools that can be accessed anywhere
Tele Sales

System Owner

CLIENT
Tele Collection Tele Profilling

Partnership

Tele Survey
Franchise Manage Service

FLOW PROCESS
✓ No limit space & time
WIDER TELEMARKETER ✓ Increased Flexibility Agent Anywhere
✓ Utilize potential MSISDN

EXPAND SALES CHANNEL ✓ Add sales channel to increase sales

Web Version Mobile App

OPTIMIZE BUSINESS TO BUSINESS ✓ Increase sales for dealer or mitra

✓ Support for business solution Tsel Masking Number

INCREASE SALES + IMPROVED BUSINESS

Customer
 AGENT ANYWHERE FEATURES
Provide Agent CC tools that can be accessed anywhere

Video demontration NIAMApps Feature :

Experience POC Offsite
SSO Login
Realtime Dashboard Performance Agent
Daily Task Campaign
Detail Call
History Call
Dialer Function
Document CWC
Script Product
Form Caring
Transfer Call to IVR (Validation & Activation)
Revenue & Sales Performance
Withdraw
CES (Customer Experience Survey)
Reporting
Recording
Call Management system
Whitelist Campaign Management
Distribution Call Management
Quality Monitoring
Data Integrated System
 AGENT ANYWHERE FLOW PROCESS
Provide Agent CC tools that can be accessed anywhere

Client Campaign Infomedia Agent Customer

Owner Anywhere

• Tele Survey Campaign

• Tele Sales whitelist Management Offering
• Tele Collection
No
System • Next Best Offer buy END
• Tele Profiling
• Balance
• ARPU
• Name Web Marselina Mob App
• Whitelist
AGINA
Report Performance
• Success Fee
• Success Transaction
Yes
Report
Data Profile & Performance
Report NBO
Performance IVR Validation
Confirmation
To number
for Validation

Active Package
IVR / DSC
Activation
Package Active
Package
 AGENT ANYWHERE OPERATION PROCESS
Provide Agent CC tools that can be accessed anywhere
Campaign
Officer

Campaign Officer Data White list Checking Availability Agent Distribute data to Agent
• Manage & • Filter Data • Check Agent Available • Data profile
Distribute Data • Upload Data • Check Agent data balance Pelanggan
White list • Product & Validation
Agent Agina

Agent Online
Agent Agina Digital Playbook for tutorial • Setting target
Aplication Agent Desktop / Mob
Apps • Online tutorial • Rooster
• Agent Login • Sample tapping • Recording
• Extension register • Sample product • Performance ( productivity, contacted,
agree active, revenue etc)
Sales Support

Monitoring & Controlling Pick up the list then check the agree validity Komisi Update Status
• Feedback Performance • Apabila tidak memenuhi target tertentu • Berdasarkan pencapaian • Update status become active
• Refresh Product Knowledge dilakukan suspend contacted & agree • Update status reject & add
• Apabila memenuhi target tertentu , akan • Pembayaran melalui T- notes
ditingkatkan data consumenya, untuk cash/Link aja
meningkatkan komisi
 ONLINE
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REPUTATION
MANAGEMENT
Monitor and Manage all sentiment through
the World Wide Web
 ONLINE REPUTATION MANAGEMENT
Three Pillar of Online Reputation Management
CAPTURE PLANNING COMMUNICATE
By : By : By :

Agent
Tools Analyst Buzzer Platorm
1 MONITORING & ANALYSIS 2 STRATEGY FORMULATION 3 DAILY CONVERSATION
MONITORING ANALYZE & DEFINE STRATEGY
NEGATIVE FEEDBACK & CRYSIS MANAGEMENT
IDENTIFY PROBLEM & SET OBJECTIVE
POPULARITY NEGATIVE FEEDBACK
INTERVENTION
✓ Traffic Find Gap Between
✓ Topics Ideal vs Existing
DAMAGE RECOVERY
✓ Location Distribution
✓ Influencers
✓ Etc. DEFINE SUCCESS CRITERIA
FAVORABILITY RECOMMENDATION REPUTATION BUILDING

✓ Sentiments Set Target & Success POSITIVE CONTENT POSTING

✓ Share of Voice Criteria Metrics
✓ Etc. DIRECTING TO SPECIFIC
BLOG

ENGAGEMENT STRATEGY FORMULATION

NATIVE VIRALITY
✓ Engagement ✓ Topics
✓ Most Engaged Post ✓ Channel CONVERSATION INISIATIVES
✓ Etc. ✓ Communication Type
✓ Schedule
CUSTOMER EXPERIENCE MONITORING
Monitor all Sentiment that publish at Internet

Experienced &
Skilled Agents

Multichannel
Capability

Data Quality
Assurance

Data Processing

Visualization
Dashboard
 ONLINE REPUTATION TOOLS
Social Media Analytics Comments Traffic

Trends of Total Mentions by Media Share of Voice by Media Platform

Types

Total : 2.039

Pada periode 17-24 April 2019 terdapat 2.039 percakapan mengenai Client, dan 86% di antaranya terjadi di Media Sosial. Traffic
perbincangan tertinggi terjadi pada tanggal 22 oktober dengan topik kasus kehilangan uang nasabah Client di berbagai daerah
diantaranya Jakarta dan jawa barat. Topik ini menjadi pembicaraan yang tinggi diantara para netizen.
 ONLINE REPUTATION TOOLS
Social Media Analytics Netizen Locations

Percakapan mengenai Client didominasi oleh Netizen yang terdapat di Jakarta. Terlihat terdapat 143 percakapan
mengenai Client yang berasal dari DKI Jakarta. Netizen yang memperbincangkan BRI terdapat di kota lainnya, antara lain
Bandung(34), Yoyakarta (34), Malang (19), dan Medan (17).
 ONLINE REPUTATION TOOLS
Social Media Analytics Sentyment Analysis

Selama periode 17– 24 Oct 2019, secara keseluruhan sentiment terbagi menjadi 2
yaitu positif dan netral yang memiliki share of voice yang hanpir sama yaitu 51%
dan 44% sementara untuk sentiment negative memiliki share of voice 4%. Artikel
dan perbincangan terkait Client tentang penggelapan dana nasabah menjadi
penyumbang terbesar sentiment negatif.
ONLINE REPUTATION TOOLS
Social Media Analytics Channel Mapping

Dari keseluruhan user twitter yang

memperbincangkan tentang Client,
user twitter memiliki favorability
negative. Terdapat 43 netizen yang
memiliki tone perbicangan mengenai
BRI yang negative.
ONLINE REPUTATION TOOLS
Dashboard of Customer Voice Management
 INFOMEDIA
5
OPERATION
CENTER
All Services that will be integrated and
monitored by Infomedia Operation Center
INFOMEDIA OPERATION CENTER
About IOC Profile & Capabilities
INFOMEDIA SERVICE DESK
Infomedia Service Desk Contact
 IOC ESCALATION FLOW
Flow of Escalation Business Process & Monitored
 IOC ESCALATION FLOW
Flow of Coordination & Information Level in IOC
THANK YOU
unity on diversity