Telkom Brings MSMEs Closer To Customers Through CRM OCA

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JAKARTA - PT Telkom Indonesia (Persero) Tbk (Telkom) issued a new creation by utilizing the Customer Relationship Management (CRM) solution, as offered by OCA Indonesia (OCA).

The creation is in the form of products specifically designed to make it easier for MSMEs to manage customer interactions, increase satisfaction, and achieve loyalty.

According to a modern marketing expert, Philip Kotler, customers don't just buy products, but also experience and engagement.

"This view reinforces how important it is for MSMEs to have a structured approach in managing communication with customers, so that they can create added value outside the product itself," he said in a written statement, Tuesday, December 24, 2024.

MSMEs that manage their communication channels separately tend to lose track of interactions with customers.

This challenge ultimately has the potential to reduce service quality and make customers feel neglected.

CRM services such as those offered by OCA are a solution to integrate various communication channels, so that MSMEs can improve the quality of their communication and customer satisfaction is maintained.

With OCA, MSMEs can maintain closer and more professional relationships with customers, helping them stay competitive in the increasingly crowded market.

OCA boosts the ability of MSMEs to manage interactions with its customers more efficiently. OCA is a bridge so that business actors can easily and quickly respond to all conversations with customers.

"We at Telkom understand the need for MSMEs to adapt quickly and professionally in managing relationships with customers," said Telkom's EVP Digital Business & Technology, Komang Budi Aryasa.

"Through OCA, we provide solutions to make it easier for MSMEs to interact with customers, collect data, and manage them effectively in order to strengthen relationships and increase customer loyalty. These data can also be used to strengthen communication strategies, and support MSME business growth to remain relevant in the digital era," he continued.

OCA excels because of its ability to simplify relationship management with customers. On just one platform, MSMEs can quickly and structured access and manage customer information, allowing them to track each customer's communication history.

Unlike similar services that are often too complex, OCA offers an intuitive display, designed to be easy for business people with or without a technology background.

In addition, OCA is equipped with a feature that is able to streamline various routine tasks, OCA Interaction is also able to reply to customer messages from various channels in one dashboard.

All of this allows MSMEs to maintain communication consistently without the need to spend time moving from one platform to another. In this way, MSMEs can provide more optimal customer service so as to encourage customer satisfaction levels.

Not quite there, OCA is also superior in terms of efficiency that other CRM services are not necessarily offered. In several similar CRMs, users are often subject to additional fees for social media integration features or having to work with separate systems.

Meanwhile, OCA provides a complete solution that can be integrated with various popular communication channels such as Instagram (DM & comment), and Facebook (messenger & comment), so that MSMEs can maintain relations with customers on the platforms they most often use, creating a more personal and responsive experience.

OCA's ability to provide real-time data is also an unrivaled advantage. Through an intuitive visual dashboard, MSMEs can monitor the development of customer interactions, manage customer interactions, reply to messages from one dashboard, quick reply (fast reply), knowledge based articles as a center of business information, label/doubling chats. For example, when there are customers who often ask about certain products, OCA allows MSMEs to provide recommendations or offers that are relevant quickly with quick reply.

In addition to helping MSMEs manage interactions with customers, OCA also has a positive impact on the sustainability of business operations. Automation in OCA helps MSMEs reduce dependence on physical and human resources, creating higher efficiency in the use of time and energy. OCA contributes to environmentally friendly business sustainability by reducing the use of paper and additional resources, in line with Telkom's commitment to promoting sustainable technology.