About the Client:
Smartfren is one of Indonesia’s fastest growing mobile 4G and prepaid telecommunications companies.
Smartfren managed their social customer service manually, resulting in a 24 hour response time to their customers. Smartfren wanted to treat social with the same priority they treat other customer service channels. To achieve this, they teamed up with AFDigital and Salesforce.
What We Did
With our work, Smartfren attained the first full implementation of Salesforce Social Customer Service in Asia. We created a Social Media Customer Service Playbook and provided training for their team.
This has greatly improved efficiency in the way Smartfren deals with customers online. Within 24 hours, the telco’s average response time had dropped from 24 hours to 14 minutes.