JAKARTA - President Director of PT PLN (Persero) Darmawan Prasodjo in front of Commission VI of the Indonesian House of Representatives explained the success of PLN Mobile's digital transformation.
Darmawan said that some of the features available in the application not only make it easier for customers to get information, but also communicate.
"We are implementing the Outage Management Program, which is a synergy and continuous process to accelerate our response to customers," Darmawan said as quoted on Thursday, February 16.
It is known, PLN synergized the PLN Mobile application with an internal monitoring system, namely, virtual command center and service optimization techniques.
With this integration, public complaints that were previously manual have become faster and can be monitored in real time.
"Now, when the customer makes a complaint, the report will be immediately forwarded to the officer who is closest to the customer's location. Customers immediately get information about the real time location of the officer and estimate the arrival time of the officer," said Darmawan.
In addition to customer complaints, through PLN Mobile you can make new pairs, complaints, record meter, temporary connection, and even service for repairing electrical installations in the house (ElectricityQu).
In supporting a more massive electric vehicle ecosystem in Indonesia, PLN also integrates PLN Mobile with the electric vehicle digital services (EVDS) feature.
Through this EVDS, people can immediately get information on the location of charging stations, charging transactions, monitoring power consumption, and even test drive features that bring together distributors and people who want to try out electric vehicles.
The transformation made by PLN towards PLN Mobile has succeeded in increasing the PLN Mobile rating from 2.5 now to 4.9 with more than 36 million downloaders.
"For all continuous efforts in improving customer service, the transformation of PLN services will receive recognition of hundreds of awards in 2022," concluded Darmawan.
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