IPO News – Many stories are often heard about weak after-sales service experienced by customers in any business world.
In fact, after-sales service should be the most important thing in the business world.
If the customer is disappointed, his trust will collapse. If so, it will become a scourge which is dangerous for the sustainability, development or future of a company.
This condition is certainly not wanted or desired by any company, including Indotruck Utama (ITU), a top company in the heavy equipment industry in Indonesia.
Realizing how important after-sales service is in the business world, Indotruck continues to make fundamental changes for the convenience and satisfaction of its customers. For Indotruck, customers are those who must be served as well as possible.
“For Indotruck, if the customers are satisfied with our after-sales service, that is also our satisfaction and happiness,” said Tjong Bie to IPO News.
To make the after-sales service at Indotruck to be more advanced in the future, Indotruck has specially invited journalists to the 7th floor of Indomobil Tower.
What’s going on there? Or is there anything special?
Here’s the answer. Indotruck launched a super-sophisticated and super-cool digital technology-based facility: the Indotruck Command and Data Center (ICDC).
ICDC is a facility which integrates all branch and heavy equipment operational data related to sales, after-sales, administration, unit breakdown monitoring, and various other data which will become the basis for the company to carry out maintenance and repairs. ICDC is also integrated with the ITU Call Center service at the hotline number 150488 (150-ITU) to ensure that every question, input and customer complaint is monitored until it is resolved.
ICDC’s features include connection to the customer’s trucks and heavy equipment via cellular and satellite networks.
About this, Kevin Sebastian Ginting as Telematics Head of Indotruck Utama told IPO News, “In principle, the ICDC that we launched is to satisfy and pamper customers. If the customer is satisfied, we are satisfied as well. If the customers are satisfied. They can also talk, tell stories and testify to other parties and individuals who don’t know what ICDC is in Indotruck”.
ICDC is also connected to the ERP system in Indotruck. All of this data is sent to ICDC to be analyzed and made into various reports (dashboards) to then provide recommendations to the customer on matters that need to be followed up or corrected. The data presented is in the form of telematics focusing on uptime, fuel efficiency, safety behavior, driver habits and vehicle status including unit position.
In Indotruck press release. Bambang Prijono as President Director of Indotruck Utama said, “For after-sales service, customer spare parts orders tracking mechanics and service job tracking, delivery of heavy equipment, to billing status. So, digital technology has become an integral part of human life. Developments Digital technology must be utilized as much as possible to improve company performance, including in efforts to improve customer service and satisfaction.
Furthermore, Bambang revealed, “Yes. In the current era or in the era of the digital world, digitalization is considered very important for a company. Therefore, we are very aware of that because digitalization brings many fundamental benefits in various operational and strategic aspects. We have also thought about Indotruck’s future development direction. As we all know, digital technology develops and changes very quickly. In fact, for Indotruck’s roadmap, in the future we will utilize AI-Artificial Intelligence.”
Furthermore, Bambang said, “Volvo trucks are known as “Driving Progress and Digitalization, which is an integral part of our journey towards “zero accidents” and “zero emissions. In the end, it is efficient perfection that we expect.”
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