Telkomsel focuses on customer services<\/p>\n
Amid increasingly various mobile telecommunications services,
\nwhat else can a cellular operator offer to users? Telkomsel said
\nthat it has improved customer care services to stay in the lead
\nof keen rivalry in Indonesia's cellular business.<\/p>\n
Telkomsel's director of operations, Laurens Bulters, said that
\nnowadays, cellular operators were mostly known as cellular
\nservice providers.<\/p>\n
\"We are working constantly on improving our services. This
\nstarts with communications between the front and back offices.
\nThe front office must know what kind of programs effect the
\nservice are running in the back office. While the back office
\nmust know the appreciation of our customer,\" said Bulters.<\/p>\n
\"We are always thinking about, doing and controlling the
\nintegration. Of course, yes today we have not yet reached 100
\npercent of our standard,\" he said.<\/p>\n
He said Telkomsel is committed to constant improvement in the
\nquality of its coverage area throughout Indonesia.<\/p>\n
Telkomsel is committed to strive to be a World Class Operator,
\nachieving the status of an international standard GSM operator in
\nIndonesia by combining strong, reliable service and
\nprofessionalism, technology, marketing and efficient business
\nmanagement, he said.<\/p>\n
\"We are committed to operating throughout Indonesia's 27
\nprovinces. We were the first operator to reach this goal already
\nin 1997, and we are the only one to have been able to maintain
\nthis.\" he said.<\/p>\n
Telkomsel has also enhanced its image as the number one
\ntelecom company in Indonesia by promoting customer satisfaction
\nthrough fast, reliable and friendly service, in line with the
\ncompany motto leading in quality and service, he said.<\/p>\n
Indonesia has seven cellular operators. Three are Global
\nSystem for Mobile communications (GSM) operators: Satelindo,
\nTelkomsel and Excelcomindo, while the others are Advanced Mobile
\nPhone System and Nordic Mobile Telecommunications operators.<\/p>\n
Telkomsel is the first operator to provide GSM coverage in all
\nIndonesia's provinces, in more than 330 cities. Over 1,050 Base
\nTransceiver Stations and 22 Mobile Switching Centers support
\nthis.<\/p>\n
Telkomsel has signed international roaming agreements with
\nsome 45 countries in all continents of the world for users'
\nconvenience when abroad as well as foreigners visiting Indonesia.<\/p>\n
It also has a mission to make the cell phone or handset not
\njust an instrument for the urban rich, but rather a public
\nutility allowing people from all levels of society to benefit
\nfrom and use the services. To achieve this, the company has
\nissued two major products: postpaid kartuHALO, and prepaid
\nsimPATI cards, which offer less features but users can control
\ntheir usage.<\/p>\n
KartuHALO, the company's Subscriber Identity Module card
\n(SIM), is guaranteed to give users the full range of GSM
\nadvantages like security (free from tapping, multiplexing and
\ncloning), accessibility, affordability, high quality and wide
\ncoverage area. Besides the \"standard\" facility of being able to
\nmake and receive calls anywhere and anytime, kartuHALO offers
\nvalue-added services at no or very limited added cost.<\/p>\n
\"With kartuHALO, users can put the world into their hands.
\nThis card also offers a wide range of services including voice
\nmail service and Short Message Service, international roaming and
\nonline billing information. Fax messaging can be stored and
\nretrieved by any fax machine. This is another exclusive Telkomsel
\ninnovation,\" Bulters said.<\/p>\n
Bulters said an element of success for a service company,
\nparticularly in the tight competition of cellular communications
\nindustry, is the quality of customer services.<\/p>\n
\"We must be able to respond to all the needs and problems of
\nthe customers; any time, anywhere; fast, correctly and
\nsympathetically.<\/p>\n
\"To provide 24-hour customer service, Telkomsel has introduced
\nthe Call Center and Caroline (Customer Care On-Line) and a
\nnationwide call center network to answer and solve our customers'
\nneeds and problems.\"<\/p>\n
He said personal services needed integrated infrastructure,
\nwhich would make operators easily reached by customers.
\nRepresentative offices, particularly for services, were important
\nfor the customers, he added.<\/p>\n
\"As a market leader, Telkomsel operates 57 representative
\noffices called GraPARI (Grha Pari Sraya). As service centers and
\noperational offices, GraPARI is Telkomsel's daily activity motor
\nin giving the best service to customers, company operational
\nactivities and also product sales counter,\" he said.<\/p>\n
He added that although one of its functions is as Telkomsel's
\nproduct sales counter for kartuHALO, simPATI and rechargeable
\nvouchers, GraPARI plays more roles as customer service centers.<\/p>\n
\"GraPARI is prepared to bring Telkomsel closer to its
\ncustomers. All kinds of customer problems will be solved and
\nreceive the best solution at GraPARIs because GraPARI has
\ncomplete facilities to support the best service to the
\ncustomers,\" he said.<\/p>\n
Among these services are: meeting our frontline staff, 24-hour
\ncustomer telephone service and billing status information by
\ndialing 333.<\/p>\n
To serve simPATI users, users can know the latest status of
\ntheir credit in rupiah by dialing *888#. Information is
\nimmediately displayed on the handsets.<\/p>\n
\"By using the GraPARI name for Telkomsel's operational and
\nservice center offices, TELKOMSEL has, again, another unique
\ncharacteristic that proves it the most innovative operator in
\nIndonesia.\" Bulters said, adding that GraPARIs are operational in
\nall major cities throughout the Indonesian Archipelago.<\/p>\n
For kartuHALO users, Telkomsel also provides easy choice of
\npayment by collaborating with several banks allowing them to pay
\nby cash, auto-debit or via Automated Teller Machines. People who
\nbuy simPATI cards or vouchers can go to a Fuji Image Plaza,
\nauthorized dealer, phone shop, GraPARI or use BCA bank ATMs.
\nSimPATI users can buy a voucher and recharge their credits
\nthrough ATMs.<\/p>\n
Bulters said that the best way to win the whole competition
\namong cellular operators was to give customers the best service
\nday by day better than the others do.<\/p>",
"url": "https:\/\/jawawa.id\/newsitem\/telkomsel-focuses-on-customer-services-1447893297",
"image": ""
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"sponsor": "Okusi Associates",
"sponsor_url": "https:\/\/okusiassociates.com"
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