Fourth Case – Improving Indosat Customer Service Level

Preface

In the telecommunication industry, number of mobile phones users has been increasingly competitive. In Indonesia many service provider try to become a leader in this industry, with a latest technology, triggered brand, marketing and pricing they trying to retain their customers. Service models show that losing customers is more costly than acquiring them, and as the masses mobilize, service providers are targeting customer retention.

This increasingly competitive drive every service providers are rethinking its service strategy, especially in terms of its ability to satisfy customer service and in terms of supporting IT services. Increasing customer level is a key to facing challenging market conditions, greater competition and more demanding customers.

Accenture as a leader in global management consulting have deep understanding and proven track record in telecommunication industry to develop and implement an integrated system to helps increase their customer level.

Case Study

As a response to telecommunication deregulation, Indosat formed a merger with Satelindo and IM3, which had caused the combination of several complex systems supporting its different types of products. The various systems include highly customized CRM systems and other supporting systems for the registration and activation of customers’ services. In addition, this merger had also caused multiple cards and voucher inventory systems causing complication in reconciliation and reporting. As the business becomes more dynamic, changes to the systems become more complex and tedious, thus causing long turn-around time during issues resolutions or new product creation. In addition, the reliability of these systems is also one of the biggest concerns within the business. As the complexity of the systems grew, the legacy systems have become unreliable, impacting the customers service level.

How Accenture Helped

Using the Accenture Communication Solutions, based on telecommunication industry best practices, Accenture implemented an integrated customer care and cards inventory management systems that combined all the wireless products within Indosat Accenture managed the project by working closely with the users to understand the business concerns and practices. In addition, the project was set-up with a combination of strong local resources combined skilled people from the region and skilled resources from Accenture’s delivery center. As a result, the systems implemented had been stable, and had been able to provide better service level to the subscribers. In addition, the project also consolidated Indosat’s products within a single system, which enabled the client to provide bundled services. Indosat in turn is able to effectively track its cards inventory and distribution, resulting in a higher accuracy of SIM cards inventory.

With the above adoption, how would Indosat improve its customer service level?

Based on case study above, Indosat experiencing some issue that must be resolved, with several accenture solutions such as implemented an integrated customer care and cards inventory management systems that combined all the wireless products. After the merger, the product and customer will be a single unit and integrated into one system, this implementation will help Indosat works more effective, efficiencies and also compilation in reconciliation and reporting can be reduced.

Another solution from Accenture is Implementation the various systems include highly customized CRM systems and other supporting systems for the registration and activation of customers’ services. Implementing CRM is a key because it will enable Indosat to move closer to the customer vision, focusing less on driving customer transactions for short term gain, and more on fostering trust based relationships over the long term. In essence, Indosat can sell more and spend less as their customers are better served.

Implementing a project need more resources especially from human resources. In addition, the project was set-up with a combination of strong local resources combined skilled people from the region and skilled resources from Accenture’s delivery center. By working as a team, problem and customer solutions will be addressed more quickly and efficiently, customer satisfaction is the goal of this program and of course Indosat will increase its level of quality service for their customers in the future.

The reliability of these systems is also one of the biggest concerns within the business. As the complexity of the systems grew, the legacy systems have become unreliable, impacting the customers service level. By Implementing new system it will enabled Indosat to scale capacity to support its growing customer base. The system also reduces the time to market for the new products and services that attract for retain customers in a highly competitive environment.

As a conclusion, to continue growing while delivering consistent value and service to the customers, Indosat with Accenture solution have implemented an integrated system that will assist Indosat to reap greater efficiencies in its customer service level. As a result, the systems implemented had been stable, and had been able to provide better service level to the subscribers. More importantly, it is ready to begin its journey toward becoming a high performance business.

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