Heaptalk, Jakarta — Telkom Indonesia has introduced an omnichannel platform called Omni Communication Assistant (OCA) to help companies in Indonesia implement Customer Relationship Management (CRM) strategies (08/12).
As one of Telkom’s Leap platforms, OCA is claimed to track customer interactions and gather relevant data and information. The platform can monitor interactions between companies and customers through voice calls, text messages, and video calls. This information can be directly utilized to understand customer preferences and needs, allowing companies to provide more personalized and relevant services.
Komang Budi Aryasa, EVP Digital and Business at Telkom, stated that through OCA, Telkom aims to assist companies in Indonesia better understand their customers according to their needs. “Personal and relevant engagement can help companies retain existing customers and attract new ones. By leveraging OCA, companies can optimize their CRM strategies,” Komang said.
Responding complaints efficiently and effectively
In more detail, the platform can integrate customer data into a company’s CRM system for further analysis by examining patterns in customer interactions and other data. This analysis provides companies with deeper insights into customer behavior and improves their service strategies. The platform also facilitates scheduling meetings or tasks with customers. With CRM system integration, companies can automatically synchronize meeting schedules with customer contact information and send reminders before meetings.
Furthermore, this CRM platform can serve as a communication channel for handling customer complaints and requests. Through instant messaging or voice calls, customers can easily contact companies to express their issues or requests. The CRM system can also be utilized to track and respond to these complaints efficiently and effectively.
As a terminal operator, PT IPC Terminal Petikemas has utilized the OCA platform to provide integrated container handling services across ports. With OCA, the company has developed a communication system that can handle customer complaints more quickly, including creating reporting systems that help the customer service team analyze trends in customer complaints. Currently, IPC Petikemas can handle up to 233% more complaints and inquiries from customers in a day compared to before using OCA.
