Service Transformation, PGN Contact Center Integrated Into Pertamina

JAKARTA - The contact center for Subholding Gas PT Pertamina (Persero), PT PGN Tbk is integrated into Pertamina Call Center 135. This is part of the transformation of natural gas services.

Overall, the service transition to PCC 135 will take effect July 1, 2022.

PGN Sales and Operations Director Faris Aziz stated that since March 14, 2022, all PGN communication channels have used the PCC 135 logo as the single number for managing Pertamina Gas Subholding communication channels.

Enforcement with a transition period for communication channels call 1500645 and email contact.center@pgn.co.id can be used until June 30, 2022.

"PCC 135 is the company's means of communication regarding all information and emergency needs for PGN's natural gas products and services. The implementation of PCC 135 is in all call center communication channels, both voice-based or telephone-based, video calls, social media, and email," he said in a statement on Monday. Jakarta, reported by Antara, Friday, March 18.

Faris continued, starting July 1, 2022, the PGN Contact Center 1500 645 will be officially deactivated.

The transition period for numbers 1500 645 to 135 starts March 14, 2022 and there is an additional voice over at number 1500 645 which informs you that starting July 1, 2022 all PGN Contact Center services will switch to Pertamina Call Center 135. If the report is an emergency, you can press 0 (zero). ).

In addition, customer and non-customer reports via email pcc135@pertamina.com and Agent 135 will respond. Email contact.center@pgn.co.id will only be used as Pertamina Group's communication channel between PCC 135 Agent and PGN Agent.

"Interactions related to PGN services can also be accessed through a video call channel on the MyPertamina application, which will be responded to by PCC 135 agents," said Faris.

Interactions related to services or products and PGN natural gas complaints will also be transferred and managed in an integrated manner to PCC 135 social media via direct message (DM) starting July 1, 2022. PCC 135 social media are Twitter @pertamina135, Facebook Pertamina Call Center 135, Instagram @pertamina.135, and Youtube Pertamina Call Center 135. Faris added that WhatsApp (WA) service interactions remain valid at 0815 1150 0645. Chat interactions on WA can be related to requests for information related to bills, customer numbers, complaints, methods or conditions subscriptions, and other services.

"The integrated call center at Pertamina Group is expected to be able to respond and resolve any complaints and incoming information from customers and non-customers quickly, accurately, and effectively. With a shorter number of 135, people can more easily remember to contact," he said.

As Pertamina Gas Subholding, PGN has served more than 600,000 customers in the household sector, commercial industry, MSMEs, power plants, and transportation.

With an integrated call center service, it is hoped that customers' information needs can be served well, said Faris.