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.
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.
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.