The PLN Mobile Application Downloaded More Than 35 Million Users

PLN Mobile application. (Photo: Doc. Antara/PLN)

JAKARTA - PLN Mobile application owned by PT PLN (Persero) has recorded more than 35 million users. As for the level of satisfaction, PLN Mobile received a rating of 4.8 from the 5th scale on the Play Store.

PLN President Director Darmawan Prasodjo explained, for the past 2.5 years PLN has carried out massive transformations, one of which is through digitization in various aspects, from generators, transmission, finance, procurement to services to customers.

"Business process was previously complicated, business process was previously complex, we dismantled it, we summarize it, we simplify it," he told the media, Thursday, December 1.

He explained that with this transformation, PLN services became much faster. PLN is transforming the handling of disturbances by integrating the PLN Mobile application with a virtual command center and Yantek optimization.

"The performance of PLN officers in the field, which was previously measurable, is now measurable and monitored directly by customers as well as PLN management to the top level. This makes public trust increase to use PLN Mobile," said Darmawan.

Head of the PLN Digital Management and Information Technology Unit Suroso Isnandar added that the high enthusiasm of the community was triggered by the presence of several advanced features that help customers access electricity services. PLN Mobile is here to answer the challenges of the times that demand speed, convenience and efficiency in the hands of customers.

"For example, there are services for buying and paying for electricity, internet retail via Iconnet, EV Digital Services to market place," he said on a separate occasion.

From the addition of this feature, he said, the results began to appear, now the New PLN Mobile application is widely accepted by the public because of its many benefits and very helpful customers. This can be seen from the number of people who download and rating the application.

"Initially, the PLN Mobile application was only downloaded by 500,000 people with a rating of 2.5. After the transformation step was taken, the PLN Mobile application had been downloaded by 35 million downloaders with a rating of 4.9," said Suroso.

In fact, he continued, New PLN Mobile is trusted by the public as a fast and reliable complaint channel and is able to shift the call center channel.

Previously, the comparison of complaints that entered the call center and PLN Mobile channel was 64 percent compared to 32 percent.

Meanwhile, after this transformation, the complaint channel through PLN Mobile increased to 64 percent. Meanwhile, complaints via the call center channel are 31 percent and the rest via other media.

"So that what is the complaint from the public is handled properly and also well monitored. There is no longer any old story waiting for each other because the officers are not alert," said Suroso.

He hopes that through this PLN transformation, customer services can be much more optimal.

"Aplikasi yang lama belum menjawab permintaan pelanggan, belum bisa membeli listrik dan bill lainnya dan juga tidak ada fitur terintitif terkait dengan pengaduan pelanggan belum ada mekanisme digitalisasi end to end. Dengan new PLN Mobile semua petituan yang ada langsung berjalan cepat," pungkasnya.