TELCO

Digital Experiences for Everyone

  • Client: Telkomsel.com
  • Year: December 2018
  • Platform: Website
    Mobile App (iOS& Android)
  • Services: CMS

Client Overview

Since being established in May 26, 1995, Telkomsel has consistently served Indonesia, opening telecommunications access across the country, from Sabang to Merauke.

With 178 million customers, Telkomsel is currently the largest cellular operator in Indonesia. To serve customers all over Indonesia, even in remote areas, outer islands and border areas, Telkomsel has built more than 146,000 BTS.

Goal

“Telkomsel wanted to create a digital experience that is unique and personalized to their audience and to drive conversion rate up from their existing subscribers”

Challenges

As the leader in the telecommunication industry in Indonesia, it is necessary for Telkomsel to craft a compelling experience for their 178 million customers in order to stay ahead of the competition. With 178 million customers, Telkomsel's customers are extremely diversified, trying to deliver the same “unique experience” through its website and mobile app for every single one is not an easy thing for sure, not to mention that various audiences visiting the web or mobile app for a variety of reasons. The challenges extend beyond responsiveness, instead, Telkomsel has to make sure that its digital touch points have to be able to accommodate the needs of various audiences intuitively while maintaining the “unique experience” that the brand promised to customers.

Solution

One of the most basic building blocks to craft such experience begins with the responsiveness of the website, as we live in an omnichannel era where customers use multiple devices to interact with a brand. SALT managed to deliver robust and secure website by working in partnership with a world-class CMS platform, Acquia. We gave assistance to Telkomsel’s technological needs to operate and optimize their digital experiences using Drupal latest technology, seamless experience across devices from its web to mobile app successfully improve their conversion rate while fulfilling the expectations of 178 million customers.

Result

By working together with SALT, Telkomsel has successfully reached their goal, deliver a great digital experience to their 178 million customers through their digital touch points and driving up conversion rate from their subscribers.

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