Multi-channel contact centre helps Indonesian utility company improve customer service

One of Indonesia‚Äôs national public utility companies has radically overhauled its contact centre with the help of Dimension Data. The upgrade transforms the provider’s existing, voice-only contact centre to a futuristic, multi-channel, IP-based solution that is capable of providing sufficient extra capacity to handle the full range of customer transactions in future.

The implementation of the contact centre services across nine major Indonesian cities were completed in six months.

As a result of the implementation, the provider anticipates being able to handle 20 per cent more customer interactions per member of contact centre staff, with a positive knock-on effect on business growth and improve customer satisfaction. To ensure a short learning curve and a seamless transition to the new infrastructure, Dimension Data was also asked to provide end-point training to the provider’s 1,600 contact centre staff.

“The utility provider provides 24-hour contact centre services from 571 active contact centre seats serving 40 million customers in Indonesia,” said Yudi Hamka, President Director, Dimension Data Indonesia. “Implementing the new infrastructure with no disruption to service continuity involved considerable logistical challenges, requiring disciplined project management. I’m delighted that we were able to deliver the project on time and within budget, which I believe demonstrates Dimension Data’s capabilities in Indonesia in even the most complex projects.”

The new contact centre’s capabilities include intelligent contact routing; automated call handling network-to-desktop computer-telephony integration (CTI), and multichannel contact management over an IP infrastructure. The new infrastructure paves the way for customers to interact with the contact centre in whatever way they choose, from phone and email to social media channels, smartphone apps and web chat. Service Request Quality Management supports the handling of customer feedback and generates analytical data from log monitoring and content recording, enabling the provider to keep a close eye on the quality of contact centre services.

Much of the technology behind the new infrastructure comes from Cisco, Calabrio and its contact centre technology partners, and Dimension Data’s strong links to Cisco were a key factor in convincing the utility provider that Dimension Data was the systems integrator that could meet its needs. The project marks the biggest single Cisco contact centre project in Indonesia, and Dimension Data overcame competition from leading communications technology vendors to clinch the project.

“Every client’s needs are different, and at Dimension Data we pride ourselves on investing as much time as it takes to fully understand those needs,” added Hamka. “In this case, the client knew from the outset how challenging the project was likely to be, and I believe they were very reassured by our diligent approach, both in terms of project management and in designing the new architecture.”