Indosat Ooredoo Hutchison recently earned the Best Digital Transformation Award at the World Communication Awards 2024. This major accolade highlights the company’s shift from a conventional telecommunications provider to an AI-centric technology leader in Indonesia. Steve Saerang, Senior Vice President, Head of Corporate Communications, accepted the award at the event in London.
The World Communication Awards celebrate remarkable innovations and achievements within the global telecom sector. Among fierce international competition, Indosat distinguished itself with its visionary digital transformation. The company’s innovative strategies, seamless integration of technologies, and customer-centric approach are key components of its success.
Vikram Sinha, President Director and CEO of Indosat Ooredoo Hutchison, remarks, “This recognition is a testament to the relentless efforts and innovative spirit of the entire Indosat team. Our journey from a telco to a techco is driven by a singular focus on delivering a ‘Marvelous Experience’ to our customers.”
The company has radically transformed its operations, moving towards a technology-driven model supported by networks and autonomous transformations. A significant milestone was the establishment of a big data lake, a central repository serving as a single source of truth for decision-making.
To enhance customer experience, Indosat deployed AI-powered tools to analyze Quality of Experience and customer satisfaction. This proactive strategy greatly improved its service delivery, resulting in higher customer satisfaction scores. The efforts extended beyond customers, enriching interactions with employees and partners as well.
Rob Chambers, Managing Director at Terrapinn, observed that Indosat’s transformation exemplified a bold vision and precise execution. He noted the remarkable results from their customer-centric strategy, setting a new industry benchmark.
Additionally, unifying the Network Operations Center and Service Operations Center proved crucial. Using AI and data analytics optimized processes, enabling Indosat to offer seamless and innovative services.
