A Series of IndiHome Innovations that Successfully Satisfy Customers' Internet Needs

Kapanlagi.com - In order to provide the best internet service for the people of Indonesia, IndiHome continues to develop its commitment. Various innovations are always prioritized to enhance customer experience. Throughout 2021, the fast internet service owned by PT Telkom Indonesia (Persero), Tbk (Telkom) has made various efforts to improve customer experience in terms of digital connectivity and customer loyalty.

From the perspective of digital connectivity, the innovations carried out include increasing the Upload and Download (UL:DL) ratio to make customer uploads faster, improving actual throughput and measurable bandwidth, and reducing latency to make internet surfing faster and more stable for customers. As for customer loyalty, the innovations carried out include Higher Speed Same Price (HSSP), categorizing High Value Customer (HVC) segments, providing reward points (gamification), and various other attractive benefits for customers.

Furthermore, here are a series of innovations carried out by IndiHome to improve its internet service and provide satisfaction to customers.

Enhance Better Home Internet Experience

In order to improve digital connectivity services, IndiHome has changed the UL:DL ratio to 1:3, from the previous ratio of 1:5. This UL:DL change has been implemented for all IndiHome customers. Based on research from various external surveys, IndiHome's throughput reaches 102%, and the average latency is 2.0 milliseconds (ms). Latency is the time it takes to send data to its destination, measured in milliseconds, the smaller the number, the better.

In addition, to enhance customer experience, reliable IndiHome internet offers Higher Speed Same Price (HSSP). Through this program, loyal IndiHome customers can enjoy higher internet speeds without any additional cost. The demand for internet consumption in Indonesia continues to increase. This is indicated by a significant change in the internet package speed chosen by customers. At the end of December 2021, 74% of IndiHome customers chose packages with speeds above 20 Mbps.

"As Indonesia's Internet, IndiHome continues to strive to develop service improvements. We present various innovations that prioritize customer satisfaction. In addition to the UL:DL and HSSP programs, we also develop service digitalization and customer care," said Vice President Marketing Management Telkom, E. Kurniawan in Jakarta.

Bring More Entertainment

Not stopping there, E. Kurniawan said that IndiHome also carries the concept of Window of Entertainment as one of the latest innovations. Providing various attractive content options ranging from Interactive TV services, Minipack TV Channels, add-ons, 11 OTT partners including Netflix, Disney+Hotstar, Vision+, VIU, CATCHPLAY+, MOLA, Vidio, WeTV, Lionsgate Play, HBO Go, and Gameqoo. In addition, IndiHome also has the largest number of channels, reaching up to 247 live channels that can be offered to customers.

IndiHome presents a new service to add to IndiHome services according to segment and customer behavior, namely: Unlimited packages or Buy Your Own Device (BYOD) packages and Payment in Advance (PDD) packages. Customers who choose the Unlimited Package are entitled to official Telkom devices, while customers who choose the PDD package will get a discount of up to 30%.

Provide Internet Solutions Anywhere and Anytime

Moreover, IndiHome also collaborates with TelkomGroup, especially Telkomsel, through the sale of IndiHome Halo, IndiHome Orbit, and IndiHome+. This synergy will provide a wider range of services for fixed broadband and cellular solutions for customers. In addition to innovation in services and products, IndiHome's service coverage area is also expanded to 498 cities and regencies in Indonesia. IndiHome targets service coverage that reaches all regions in Indonesia so that people can enjoy internet services for unlimited activities.

IndiHome has a vision to realize a digital ecosystem with a one-stop service method for loyal customers and the public. Meanwhile, the Customer Loyalty Program with various attractive prizes can also be obtained by customers in an easy way, such as paying bills and making transactions to purchase Add-ons, Minipack TV Channels, and other features through the myIndiHome application. After conducting various transactions on the myIndiHome application, customers are automatically registered in the Customer Loyalty Program and will earn myIndiHome points.

"In line with IndiHome's commitment, namely We Are Here, We Do Care, IndiHome will ensure customer satisfaction as the top priority. With improved service quality, innovation in various products and features, as well as an expanded coverage area. The hope is that IndiHome will continue to serve the internet access needs of the community even better," said E. Kurniawan.

The impact of innovation and service improvements for customers, based on the results of independent surveys, IndiHome has achieved a better Net Promoter Score (NPS). In addition, it can also be seen from the IndiHome brand sentiment on social media which continues to improve. Get more information about IndiHome internet packages that can be selected according to your needs here.

(kpl/tmi)