XL Axiata Collaborates with MoEngage, Personalizing Digital Services for 57 Million Customers in Indonesia

- 13 January 2022 19:52 WIB
XL Axiata, a subsidiary of the Malaysia-based telco group Axiata and one of the largest cellular telecommunications providers in Indonesia, is partnering with MoEngage. This partnership will enhance the customer experience by bringing more personalized, contextual and engaging content to its more than 57 million subscribers. This step makes XL the first telecommunications company in Indonesia to embed an insights-based digital customer engagement platform.
XL Axiata, a subsidiary of the Malaysia-based telco group Axiata and one of the largest cellular telecommunications providers in Indonesia, is partnering with MoEngage. This partnership will enhance the customer experience by bringing more personalized, contextual and engaging content to its more than 57 million subscribers. This step makes XL the first telecommunications company in Indonesia to embed an insights-based digital customer engagement platform.

JAKARTADAILY.ID – XL Axiata, a subsidiary of the Malaysia-based telco group Axiata and one of the largest cellular telecommunications providers in Indonesia, is partnering with MoEngage.

This partnership will enhance the customer experience by bringing more personalized, contextual, and engaging content to its more than 57 million subscribers. This step makes XL the first telecommunications company in Indonesia to embed an insights-based digital customer engagement platform.

The benefits of MoEngage services can be obtained through AxisNet and myXL. This insights-based customer engagement platform from MoEngage enriches XL Axiata services in understanding customer behavior. XL obtains actionable Analytics to increase retention at all touchpoints throughout the customer lifecycle.

Also Read: Bye-bye Slow Signal, Telkomsel and XL Axiata's 4G Services Will Reach Indonesia's Outermost Regions Soon

Currently, Indonesia is an attractive market for the telecommunications industry. With more than 185 million active users, 68% market penetration, and average monthly data consumption of up to 30 GB (per user), Indonesia is among the top 10 countries in the world for internet usage.

However, the local telecommunications landscape is dominated by unlimited data packages which often make the digitally savvy segment of users dissatisfied with the implementation of data packages, unstable speeds, constantly changing benefits, and lack of reminders when the available data is running low. As a result, customers often use multiple SIM cards for multiple purposes which adds to the complexity.

Also Read: Police Confiscate IDR 1.7 billion in Tower Project Corruption

XL Axiata seeks to change this situation by providing customers with what they want, both in terms of redefining data usage and offering personalized digital experiences. This will be fulfilled through the collaboration between XL Axiata and MoEngage.

By analyzing customer journeys, XL Axiata can identify end-user friction points, fix them, and ultimately, improve the experience and avoid churn. They can effectively greet customers with relevant moment-based messages that focus on preferences, behavior, and even purchase history. MoEngage's contextual Artificial Intelligence (AI) recommendation engine further helps XL Axiata optimize communication by sending the right message to the customer, at the right time and channel.

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Editor: Suksmajati Kumara

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