Real Case Study
PALYJA's Success Story in Increasing Customer's Satisfaction and Telecommunication Cost by Applying Information and Technology
This city's inhabitant needs to have access to clean water has increased significantly due to the booming population, the complexity of urban life and polluted water source.
As one of the water operator and provider PT PAM Lyonnaise Jaya (PALYJA) is continously providing clean water for the West Jakarta's inhabitants. Applying integrated information technology hence becomes a powerful tool to achieve Customer satisfaction as it is the vital key to service and the main vision of PALYJA.
PALYJA realizes the role of information technology is necessary for the company considering the number of offices and employees, service centers and production located in many places. Therefore, information technology becomes mandatory in covering internal and external aspects of the company.
The company is anticipating to deliver fast, precise and good service by connecting the head quarter to the other 17 branches online, using XL Business Solutions Leased Line service. The service enables PALYJA to access customers' database from head quater to promptly process customers' water bill through the service centers.
"We tried applying the Frame Relay technology, which did not meet our satisfaction due to the low impact this technology offered. So we upgraded our Frame Relay to the Clear Channel Leased Line from XL Business Solutions. The immediate result shows almost automatically. Say if before our billing process took around 4-6 minutes to process, now it takes 10 seconds. Definitely a significant improvement in increasing customer's satisfaction," Yulnofrins Napilus explained. Napilus is the Information System Division Head of PALYJA.
PALYJA is also applying XL Corporate User Group (CUG) of the Information Technology internally to support the communication solution for its projects. XL Business Solutions features enable the company to cut telecommunication cost. With the minimum fee per month, the company can also receive various benefits such as free SMS, talktime tariff discounts, and free GPRS and MMS access. In a nutshell, PALYJA can leave the headaches of expensive mobile telecommunication cost behind. Internal coordination using cellular phone is available anytime and anywhere to maximize custXLomers' satisfaction.
PALYJA also utilising other XL Business Solutions BlackBerry service to ensure customer satifaction. This facility assists PALYJA's management to make immediate decision or to gain information on meeting schedule, reporting and other business operational updated through e-mail and internet in one BlackBerry device.
After successfully implementing the three XL Business Solutions, PALYJA plans to implement other services to fully support customers' satisfaction in the future.
"XL Business Solutions services improves our productivity and inviting positive feedbacks from our customers. The company strongly feels the impact of efficient telecommunication cost, quick response to complaints and vast coverage quality," added Napilus.
XL Business Solutions recently operates 2.781 corporate clients across Indonesia. XL Business Solutions offers customized services variants, vast and convergence infrastructure coverage and future-based technology to continuosly providing the best service for our corporate clients and reliable business partner.
For more information please contact 021-579 59181 or e-mail to business_solution@xl.co.id