XL Axiata to offer personalized digital experiences for Indonesian customers

  • XL Axiata has teamed up with MoEngage to improve customer experience by bringing highly personalized, contextualized, and engaging content.
  • Indonesian customers user multiple SIM cards for various purposes, resulting in complexity 
  • By analyzing the customer journey, XL Axiata can identify end-user friction points, fix them, and in turn, improve the experience and arrest churn.

XL Axiata is one of Indonesia’s largest telco providers. The fourth most populated country in the world has one of the highest most mobile phones and mobile internet usage, with the monthly average internet consumption in Indonesia is up to 30GB per user. In fact, Indonesia has more than 185 million active users, which represents about 68% market penetration.

Statistics also shows that Indonesia is currently the fourth-largest smartphone market worldwide after China, India and the United States. Primarily accessing the internet through mobile devices, it is estimated that more than half of all smartphone users in Indonesia purchase goods and services online.

For telco companies, these represent huge opportunities for them. However, the opportunities are only possible by offering data packages that are not only cheap but also promising fast speeds. With telco companies competing, customers tend to use multiple SIM cards for various purposes, thus adding to the complexity.

To deal with this, telco companies need to provide customers with what they want. This includes redefining data usage and offering a personalized digital experience. This is precisely the problem XL Axiata is trying to resolve.

XL Axiata has teamed up with MoEngage, an insights-led customer engagement platform, to improve customer experience by bringing highly personalized, contextualized, and engaging content to more than 57 million subscribers.

XL Axiata will be employing MoEngage to drive multi-channel customer engagement via their offerings, AxisNet and myXL. MoEngage’s Insights-led customer engagement platform provides XL Axiata with a deeper understanding of customer behavior and actionable analysis to boost retention across all touchpoints throughout the customer lifecycle.

By analyzing the customer journey, XL Axiata can identify end-user friction points, fix them, and in turn, improve the experience and arrest churn. They can effectively greet their customers with relevant, moments-based messaging focusing on preferences, behavior, or purchase history. MoEngage’s contextual AI-recommendation engine further helps XL Axiata optimize communication by sending the right message to the right customer at the right time and on the right channel.

“Indonesia’s digital economy is at a pivotal point as we see an influx of a new generation of digital consumers that value personalized experiences. We pride ourselves in delivering unparalleled offerings and services to our subscribers, and thus, have reached a stage where we do not only provide personalized offerings to customers who are aware of their needs but also resolve problems beyond their needs and wants. This is precisely where we believe this integration with MoEngage will come in handy,” said Reza Mirza, Head Product and Design Services, XL Axiata.

On top of personalized and digital-first customer experience, XL Axiata’s decision to implement an insights-led engagement platform is primarily driven by its seamless integration abilities with existing tools in the martech stack viz. BI/CRM/CDP platforms. Apart from the customer-centric capabilities, ease of creating personalized campaigns, extensive support in streamlining execution strategies, MoEngage continuously develops feature enhancements customized to XL Axiata’s needs.

For Raviteja Dodda, Founder and CEO, MoEngage Inc, innovative service providers like XL Axiata are reimagining communication by adopting real-time, scalable solutions to continuously improve customer experience and provide that much-needed personalized touch. He added that MoEngage hopes to help XL Axiata achieve best-in-class engagement and take their customer relationships to new heights.

customer experienceIndonesiaTelco