Smartfren Selects Whale Cloud to improve multichannel customer engagement


Smartfren, one of the leading service providers Telecom Indonesia, has partnered with Whale Cloud to upgrade its ZSmart Multichannel Campaign Management (MCCM), an end-to-end campaign solution to manage omnichannel real-time campaigns during each phase of the customer lifecycle, to maintain and increase the number of customers, significantly improving the margin.

Smartfren serves as the leading 4G operator with the broadest 4G LTE coverage in the Indonesian telecommunications market – a thriving mobile market – where the reach of the expanding market will be key to winning the race. As the number of channels continues to increase, it is imperative to improve customer engagement and adopt multi-channel marketing.

“Whale Cloud has been an outstanding and trusted partner of Smartfren, and their successful delivery of our BSS solution encouraged us to expand the relationship,” explained Jagbir, CTIO of Smartfren. “With ZSmart MCCM, we hope to engage more customers and offer them more objective, real-time smart marketing campaigns supported by artificial intelligence or machine-based learning.”

The latest ZSmart MCCM can help Smartfren improve customer engagement across a variety of channels, such as the MySmartfren app, WhatsApp, email, SMS, USSI, call center, and social media. The system offers 360-degree customer insights for tailored offers that span the full lifecycle of customer acquisition, conversion, and retention. Additionally, ZSmart MCCM can assess the effectiveness of marketing campaigns to increase relevance to the customer experience and increase revenue growth.

“Companies that focus on the customer experience outperform the competition, but the proliferation of available channels poses challenges for consistency in experiences,” said Ben Zhou , CEO of Whale Cloud International. “We are delighted to be selected by Smartfren once again and ZSmart MCCM will empower Smartfren to deliver an integrated and consistent experience regardless of channel.”