The Fastest Growing Telecommunications Company in the World Leads the Way with GT-X

Plans are underway to expand the services on offer at Telkomsel, the fastest growing telecommunications company in the world.

The leading Indonesian mobile network operator will be utilizing Graham Technology's GT-X solution, which it first deployed in 1997.

Since then, Telkomsel's total revenues have grown from Rps 491 billion (£27.5 million) to Rps 11,146 billion (£620 million). This is a rise of 2154%.

Subscriber numbers have seen a substantial jump from 0.4 million in 1997 to more than 17.5 million. Telkomsel now provides a network coverage for 80% of Indonesia, in a region the size of Europe.

Hendri Mulia Sjam, Director of Customer Services at Telkomsel commented: " The mobile industry in Indonesia has grown rapidly and Telkomsel experienced a 60% leap in subscriber numbers in just one year. Our competitors are now looking to Graham Technology to see if they can follow our lead."

The forward thinking company is now looking at the next stage of its business strategy, with plans in place to implement GT-X for customers to use the Web, sms and email as another channel for the contact centre.

Hendri continued: " These channels should be in place by the 2nd quarter of this year. They'll allow customers to request information or to issue a complaint without having to go through an agent. To economically support our growth and to continue to offer a high quality service, we must strive to achieve the best service for customers."

To manage and handle requests from its significant customer base, Telkomsel needs to constantly upgrade network capacity as well as maintain service levels that are high, consistent and meet customer expectations.

GT-X was used as the technology platform behind Telkomsel's '111' service. When a Telkomsel customer dials '111', their account information and details are immediately sent through to an idle agent based at their nearest call centre. The agent is then able to conduct any type of help or transaction from one desktop system. The '111' service is now operational across Indonesia.

At present, GT-X is used by over 300 agents at the Telkomsel Call Centre situated in Jakarta, and is now recognized as the most efficient and effective facility in Indonesia.

There are over 1,800 other personnel who use the system on a daily basis in sales branches, regional offices and for back-office services across this huge country, which extends 4,500 km and has about 17,500 islands.

The system has integrated to over twelve back-end systems, including CTI (Computer Telephony Integration), IVR (Interactive Voice Response) and two billing engines.

To manage and handle requests from its significant customer base, Telkomsel needs to constantly upgrade network capacity, as well as maintain service levels that are high, consistent and meet customer expectations.

The world's fastest growing telecommunications company is likely to continue winning customers with the help of GT-X.