Company: PT Telkom Indonesia (Persero) Tbk
Company Description: PT Telkom Indonesia (Persero) Tbk (Telkom) is a state-owned information and communications technology enterprise and telecommunications network in Indonesia. The Government of Indonesia is the majority shareholder with 52.09 percent shares while the remaining 47.91 percent shares belong to public shareholders. Telkom’s shares are traded on IDX and NYSE
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Best Customer Feedback Strategy
 Nomination Title: IndiHome Operating Model CX Actions (Close the Loop Program)
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2020, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 170 words used.
Telkom Indonesia implements a customer-oriented business strategy and company operations as it transforms into a digital telecommunication company. It is necessary for a business organization to adapt to the fast-paced changes in the telecommunications industry. Telkom adapted to the changes accordingly by becoming a customer-centric company by making customer experience a corporate strategy in all its lines of operation.
Telkom Indonesia measures the customer experience level by applying the Net Promoter Score or NPS with a top-down and bottom-up measure. The NPS is used as a joint key performance indicator assigned to all operating units so that each unit has a role and contribution in improving customer experience measured with NPS metrics.
Telkom Indonesia continues to innovate and improve the operationalization of customer experience by exploring the voice of the customer, improving the customer journey, and measuring it again to determine Telkom Indonesia's position with its flagship product IndiHome in comparison to similar competitors in the industry. The IndiHome customer's NPS is measured top-down and it resulted -1 in 2018.
- Outline the nominated achievement since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 230 words used.
The implementation of the close the loop that we have done is certainly very positive and has increased significantly. Starting from the increase in the Top-Down NPS, which was originally at -1 in 2018 and increased by 27 points in the second semester of 2022 with an NPS score of +26.
Based on the results of the national top down NPS measurement, the IndiHome customers NPS of increased from H1-2020 (11), H2-2020 (15), H1-2021(19), H2-2021 (23), and H1-2022 (26). The top down NPS also found that Telkom Indonesia's positioning with IndiHome continue to increase compared to competitors from H1-2020 (6), H2-2020 (6), H1-2021 (6), H2-2021 (5), and H1-2022 (3).
In addition, the implementation of the close the loop also has an impact on increasing the number of IndiHome subscribers to 8.7 million as of March 2022 and the churn rate of existing customers achieved nationally also decreased by 0.81% in the second semester of 2022. Likewise, the length of stay of customers also extended longer due to the decreasing churn rate of existing customers.
In addition, the impact of implementing the close the loop to carry out continuous improvement is that it can increase positive sentiment for the IndiHome brand and positive customer testimonials showed the improved customer experience. By providing the best customer experience in accordance with customer expectations, it will increase customer loyalty and sustainable growth.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 244 words used.
Continuous innovation is a commitment for Telkom to continue to develop to achieve competitive growth to improve customer experience for the better. In facilitating the implementation of the close the loop system, CFU Consumer performs digitizing by building an integrated system accessible by all related units at the corporate level, Telkom regionals and operational regions. The integration began from the survey process, collecting customer feedback, providing solutions at the operational level to escalating the provision of solutions at the corporate level. This allows users to set up automated alerts. When a customer provides a negative score and feedback on the NPS survey, the feedback will automatically input in the dashboard for follow-up by a PIC for the close the loop. By integrating with your CRM, you have all the relevant information at hand. So, PIC close the loop have all the background information on the customer and when PIC close the loop team next contacts that customer, they can access information about the previous complaint too.
We also use big data to find out 360-degree customer view as an innovation in predicting customer behavior to view customer history such as customer purchase history, customer payment history, service interruptions, and so on. This can provide a better customer experience and even increase retention and sales.
The top down NPS also found that Telkom Indonesia's positioning with IndiHome continue to increase compared to competitors from H1-2020 (6), H2-2020 (6), H1-2021 (6), H2-2021 (5), and H1-2022 (3).
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