Indosat Ooredoo - IoT Connect

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Company: Ooredoo Group
Entry Submitted By: FTI Consulting
Company Description: Ooredoo is a leading international communications company delivering mobile, fixed, broadband internet and corporate managed services tailored to the needs of consumers and businesses across markets in the Middle East, North Africa and Southeast Asia. Ooredoo has a presence in markets such as Qatar, Kuwait, Oman, Algeria, Tunisia, Iraq, Palestine, the Maldives, Myanmar and Indonesia.
Nomination Category: Products & Product Management Categories
Nomination Sub Category: Best New Product or Service of the Year - Software - IoT Analytics Solution

Nomination Title: Indosat Ooredoo: IoT Connect

Tell the story about this nominated product or service (up to 650 words). Describe its function, features, benefits, and performance to date.

Indosat Ooredoo operates in Indonesia, one of the largest emerging markets in the world, and is part of Ooredoo Group, a leading international communications company operating across the Middle East, North Africa and Southeast Asia. Indosat Ooredoo provides a full range of end-to-end telecommunications services to help its customers enjoy the internet.

Indosat Ooredoo Business views IoT as a technological innovation in the digital world for enterprises and its 'IoT Connect' solution allows customers to take control of all their IoT analytics and connections, allowing the swift delivery of efficient micro-credit services.

Today it offers a variety of IOT solutions for business customers, ranging from basic services IOT such as M2M Connectivity Platform (Managed Connectivity), Platforms IOT with ready-made solutions such as Vehicle Telematics, Emagic (Enhance Managed IOT Connectivity), VMS (Vessel Monitoring System), Workforce Management, YOLO (You Only Live Once), and mytrip. Each product allows partners and businesses to adopt and develop IOT solutions and grow new revenue sources, increase cost efficiency and serve customers better.

A key customer of Indosat Ooredoo’s ‘IoT Connect’ solution is Bank Rakyat Indonesia (BRI), one of the oldest and most trusted Indonesian banks. BRI is also the second largest bank in Indonesia in terms of assets. The majority state-owned bank was established in 1895 to serve the local population. BRI today specialises in providing micro-credits to Indonesia, one of the world’s most populated countries.

Micro-credit is a form of small loan extended to underprivileged borrowers who lack collateral, steady employment and a verifiable credit history to qualify for borrowing. BRI plays a vital role in alleviating poverty in Indonesia and promoting entrepreneurship by catering to around 30 million retail clients through its 4,000 branches. It is in this context that Indosat Ooredoo’s expertise in IoT solutions enabled BRI to improve its micro-credit processes and deliver a superior and improved experience.

BRI was using an instant loan approval process to provide on-the-spot credit to customers via mobile devices that worked on 3G/GPRS SIMs. Success of this system created a huge surge in the number of SIM card usage creating management challenges. There was lack of visibility into data usage, accuracy of billing, and information on active, idle, suspended, and reactivated connections. Additionally, there was a dependency on the service provider for every single support request. These factors prevented BRI from effectively managing SIM connections and delivering superior customer service.

The loT Connect enabled BRI to automate the activation, operation, and maintenance of SIM cards. Further, it provided detailed information on data usage and access to customised reports. All of this allowed BRI to optimise its mobile credit delivery process even further.

Other evidence of successful implementation include the following:

- Shortened loan approval process time from 3 days to few hours
- Support request decreased by 70%
- BRI's ordering cycle decreased to once a quarter
- Billing issues of BRI decreased by 100%
- Internal operational efficiency increased by 49%
- Zero CAPEX for the customer
- Increased customer satisfaction level

Additionally, extensive automation provided by the loT Connect extended self-service functions to BRI. The bank could now address and resolve SIM management-related issues independently. Moreover, the system empowered the bank to manage pricing plans by itself without the intervention of Indosat Ooredoo. Operational efficiency was also maximised as a result of automated alerts on SIM connectivity issues. These factors helped the bank to enhance customer satisfaction significantly. The successful implementation of IoT Connect within BRI demonstrated the effectiveness of the analytics solution in the heavily-regulated financial services industry.

In bullet-list form, briefly summarize up to ten (10) of the chief features and benefits of the nominated product or service.

-Indosat Ooredoo's 'IoT Connect' solution allows customers to control their IoT analytics and connections, allowing the swift delivery of efficient micro-credit services.
-IoT Connect offers IOT solutions for business customers, ranging from basic services IOT such as M2M Connectivity Platform (Managed Connectivity), Platforms IOT with ready-made solutions such as Vehicle Telematics, Emagic (Enhance Managed IOT Connectivity), VMS (Vessel Monitoring System), Workforce Management, YOLO (You Only Live Once).
-A key customer of ‘IoT Connect’ is Bank Rakyat Indonesia (BRI), one of the oldest and most trusted Indonesian banks. BRI used IoT Connect to fully automate the activation, operation, and maintenance of SIM cards and allowed BRI to optimise its mobile credit delivery process.
-The successful implementation of IoT Connect within BRI demonstrated the effectiveness of the analytics IoT solution in the heavily-regulated financial services industry, paving the way for Indosat Ooredoo to implement future IoT application across other verticals.