Editor’s note
- Telkomsel strengthens the customer first
- Development of digital channels and use of the latest technology
- DobrakFest: Accelerating a customer-centric work culture
- Telkomsel Internal Innovation Platform
Telkomsel strengthens the customer first
In its 31 years serving Indonesia, Telkomsel has strengthened its Customer First approach to deliver services that are increasingly simpler, faster and more reliable. This effort is carried out by simplifying service processes, increasing digital capabilities and strengthening the quality of customer interactions across all channels, both digital and traditional.
For Telkomsel, the Customer First approach means that every decision is based on the customer’s needs. This principle is applied across the board, from service design and process improvement to the use of technology to ensure a simpler, more responsive and consistent customer experience at every interaction point.
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Development of digital channels and use of the latest technology
Telkomsel Senior VP Customer Experience Management, Metra C. Utama stated: Telkomsel continues to strengthen its service base so that it is truly customer-centric.
“We ensure that every innovation and service improvement is based on a deeper understanding of customers’ changing needs and expectations,” he said.
In line with this, Telkomsel also encourages improvements in the customer experience through the development of more concise and responsive digital channels, including the MyTelkomsel application and virtual assistant Veronika, and by ensuring reliable quality assistance through face-to-face service at official service points.
This effort is supported by the use of the latest technology, including artificial intelligence (AI) and autonomous network-based network management, to provide customers with faster and more convenient services.
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DobrakFest: Accelerating a customer-centric work culture
As part of strengthening the implementation of Customer First, Telkomsel presents DobrakFest, an internal forum taking place on May 7 and 8, 2026 at the Telkomsel Smart Office Jakarta. This initiative is part of the company’s strategic efforts to accelerate the transformation of a customer-centric work culture.
DobrakFest is designed as a forum for cross-functional collaboration, especially for operations people, to deepen understanding of customer needs, incorporate insights into real improvement steps, and accelerate solution implementation in the field.
Through this approach, Telkomsel ensures that every internal initiative does not stop as an organizational activity, but has real impact that is immediately felt by customers, starting from simpler services, faster response times to more consistent experiences.
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Telkomsel Internal Innovation Platform
VP Corporate Innovation, Sustainability and Marketing Telkomsel, Mia Melinda, added that DobrakFest is an internal initiative to strengthen the company’s focus on customer experience.
“We want to encourage employees to better understand customer needs and pain points so they can provide more relevant and targeted solutions. Through our internal innovation platform, Polaris, employees are also encouraged to present ideas and innovations that can provide customers with convenience and a better experience,” he said.
Polaris itself is Telkomsel’s internal innovation platform that encourages employees from different functions and organizational levels to explore ideas, collaborate and create impactful solutions.
Some of the innovations coming out of Polaris include T-Survey, a digital survey platform that helps gather customer insights faster and more efficiently, and SiteSense, a location intelligence solution based on mobility data and spatial analytics that helps companies understand an area’s potential more accurately.
Going forward, Telkomsel will continue to prioritize a people-centric approach combined with the use of technology to ensure that every service not only meets customer needs but also provides the best experience at every key moment. ***rel
