CUSTOMER RELATIONSHIP MANAGEMENT AT PT EXCELCOMINDO (XL)

Customer Relationship Management (CRM) is one mean to establish an ongoing relationship between the company and its stakeholders as well as the shareholders. Today many companies are using Customer Relationship Management (CRM) to build relationships with customers. By leveraging the CRM, the company will know what is expected and required their customers so that it will create an emotional bond that is able to create business relationships and open and close two-way communication between them. Thus, customer loyalty can be maintained and not easily switch to other products and brands.

For that, XL Integrated CRM System as one of the company's competitive advantage, which create a strategy in competition among service providers. This system is improving service to customers so that customers will still each to XL. And the benefits gained by XL is superior continues to exist and compete against other operators to attract the hearts of customers through CRM that is applied.

In Indonesia a great player is a telecommunications service company that has a strong network of communication facilities in Indonesia. One example is a large company PT Excelcomindo Pratama.

To realize its vision as the largest cellular operator in the ground water, PT Excelcomindo Pratama Tbk. (XL) puts XL units or Contact Customer Service Management as the backbone to deliver quality service. By continuing to maximize the service units are supported Integrated CRM (Customer Relationship Management) System, the XL at the same time ready to meet application Quality of Service Standards. That action as an increasing number of customers, the XL also continue to improve the quality of services tailored to the needs and mobility of customers, so the need to implement an Integrated CRM System as one of the company's competitive advantage. XL Contact Management provides services to 26 million subscribers through XL Contact Center (for telephone service and electronic correspondence and facsimile) and the XL Center (to service walk-ins or direct requests.)

The focus of the XL Contact Management is to provide information and solutions to customer complaints, in order to achieve customer satisfaction. XL Contact Management is supported by sophisticated software Customer Relationship Manager who ensures consistency of any information provided to customers through all communication channels, either by phone, web, email, facebook, twitter, and other social networks.

XL also provides services based on 3G Video Contact Center enables customers face to face with a Customer Service officer. This service is a service Video Contact Center First in Indonesia. In regard to human resources, XL Contact Center 817 is strengthened by a team of multi-skills to provide a variety of communication solutions. In fact, for specific complaints, such as communication and data related to gadgets, supported by a special team that will help solve problems related to gadgets. One of the communications solutions provided XL is GSM-based corporate telecommunications solutions and Non GSM provided by XL Business Solutions. This solution is very diverse ranging from leased circuit (leased line), broadband, IP (Internet Protocol), Internet HSDPA, BlackBerry, to the provision of GSM-based PABX and phone support for corporate customers. Contact Management is supported by the XL 356 XL Centers are spread across Indonesia and Contact Center XL , XL serving customers for 24 hours and 7 days a week. In an effort to improve customer satisfaction, XL Contact Center has added to the service point in several locations, so has the ability to load balancing and disaster recovery system.