Maximized efficiency to support their huge customer base with Siebel CRM deployed at extreme scale.

Telkomsel, is an Indonesian telecommunications company founded in 1995. Its ownership is divided between Telkom Indonesia and Singtel. It opens up a world of more by enabling digital connectivity, digital platform, and digtal services. Telkomsel is a largest mobile operator in Indonesia with 160+ million subscribers, 100+ million broadband users and 60%+ market share.

Telkomsel chose to transform and modernize their Siebel CRM because of its leading Case Management and Customer 360 capabilities, connecting multiple systems. With this transformation, millions of records could be processed in batch every day to integrated systems.

They shared with us their CRM journey, migrating from a legacy system to Siebel CRM which went live during the COVID-19 pandemic, while under lockdown restrictions. Despite all the IT staff working remotely, they achieved a flawless cut over, which is further testament to the recent agility features provided in the latest Siebel CRM releases.

One of their guiding principles - never replace/change your CRM unless there’s an urgent need to do so. The business and technical challenges Telkomsel were faced with - such as a monolithic architecture, excessive time-to-market and high TCO - prompted and guided them into a much-needed CRM modernization by migrating legacy systems to the Siebel CRM platform.

Key highlights:

• Increased productivity, enhanced performance, reduced execution & response times.
• A new order success rate of 100% with considerably lower TCO.
• Capacity of ~2000 transaction per second and millions of batch records every day.
• Low latency with less than 20ms for customer inquiry.
• Reduced API development speed & effort from months to days.

• Telkomsel are a recognised Solution Innovator, not an Oracle Customer Reference.