Indonesia’s leading telecommunications provider, Smartfren is partnering with Whale Cloud Technology to upgrade its services with Whale Cloud’s ZSmart Multi-channel Campaign Management (MCCM).
Whale’s ZSmart MCCM is an end-to-end, omni-channel campaign solution that manages clients’ operations in real-time for increased efficiency and customer satisfaction.
“With ZSmart MCCM, we look forward to engaging more customers and delivering them more targeted, intelligent marketing campaigns in real-time supported by artificial intelligence or machine learning,” said Jagbir Singh, the Group Chief Technology Innovation Officer for Smartfren.
Whale Cloud has been a long-standing partner of Smartfren. The two will extend their relationship following the successful delivery of their converged business support system
With ZSmart’s MCCM solutions, Smartfren will be provided with 360-degree customer insights and personalised offers for customers. The technology is also able to run analytics to evaluate the effectiveness of marketing campaigns, assisting marketing teams in developing promotional ideas suited to their customers.
“Enterprises that focus on customer experience outpace the competition, but the proliferation of available channels poses challenges to the consistency in experiences,” said Ben Zhou, the CEO of Whale Cloud.
With the new partnership, Smartfren hopes to see improved customer engagement across their portfolio of services, including WhatsApp, email, SMS, USSI, call center, social media, and their own MySmartfren app.
“We are delighted to be selected by Smartfren once again and ZSmart MCCM will empower Smartfren to deliver a seamless and consistent experience regardless of channel,” added Mr. Zhou.
Smartfren is a top 4G operator in Indonesia, with the widest 4G LTE coverage in the market. As its customer base continues to expand, it is important that its services improve.