As Indonesia’s leading mobile operator, Telkomsel has always been at the forefront of digital innovation. With over 150 million customers and a rapidly evolving telecom landscape, Telkomsel set out to build a sustainable, inclusive digital ecosystem that not only enhances customer experience but also contributes to Indonesia’s broader economic development goals.
To fulfill this ambitious mission, Telkomsel needed a partner capable of driving intelligent transformation—one that understood the complexity of telecom infrastructure and the nuances of delivering mobile digital services at scale.
A Strategic Collaboration to Reimagine Customer Engagement
Trinet Technologies partnered with Telkomsel to accelerate its digital transformation and evolve into a data-first, customer-centric organization. Together, we worked to:
- Modernize Telkomsel’s analytics and business intelligence (BI) platforms
- Integrate real-time customer data from multiple channels
- Build AI-powered personalization engines
- Drive actionable insights across marketing, operations, and customer service
Our approach helped Telkomsel shift from reactive decision-making to predictive and proactive strategies—putting customers at the center of every touchpoint.
Measurable Impact on Experience and Efficiency
The transformation delivered clear outcomes:
- Faster, personalized interactions for over 100 million users across mobile, web, and service channels
- Reduced churn rates by identifying and addressing customer pain points early
- Improved cross-sell and upsell success through intelligent segmentation
- Streamlined operations by automating insights and eliminating data silos
With unified customer profiles and scalable AI-driven analytics, Telkomsel now delivers hyper-personalized services that resonate with users and strengthen brand loyalty.
“Our work with Telkomsel reflects the heart of what we do—enabling enterprises to move from data-rich to insight-driven. Together, we are not just enhancing telecom infrastructure; we are building a customer-first future for Indonesia’s digital economy.”
Building a Digital Ecosystem for the Future
Beyond immediate gains, this collaboration positioned Telkomsel as a digital thought leader in Southeast Asia. The company’s renewed data foundation and AI-powered platforms will continue to scale innovation—enabling digital inclusion, smarter urban connectivity, and next-gen mobile services across Indonesia.
By enabling faster decisions and deeper insights, Telkomsel can now act with agility, adapt to evolving market needs, and support digital-first growth well into the future.
