The adoption of mobile phones has been nothing short of spectacular. Today there are reportedly 2.5 billion mobile phone users. Service models show that losing customers is more costly than acquiring them, and as the masses mobilize, service providers are targeting customer retention. Smart providers are rethinking customer service and foundation technologies critical to timely service provision. Only by ‘unlearning’ service, and looking from the outside in — from customer moments of truth to service workflow and IT — can suppliers keep customers loyal. Telkomsel, Indonesia’s largest GSM provider, chose the BMC Remedy IT Service Management Suite to win the intensifying battle for customer hearts and minds.

As the communication in the company is much improved, business expansion easier to do. And with a more controlled billing, in the long run business will run smoother and cost efficient.

With the willingness to IT aspect role from business enabler to business enhancer, PT United Tractors Tbk (United Tractors) develops an IT blueprint as guideline to meet the company’s goal.

For a financing company, customer credentials are confidential data’s that has to be protected with a reliable security.

IT problem is now solved faster and with a complete documentation to be used to solve similar issue in future.

Enhancing IT quality is not just about upgrading infrastructure, but also having the right and efficient management.

Self-service HR system enables HR Division to focus on what matters more.

IT Governance and IT Service Catalog becomes important guideline to improve IT division service performance. Thus, by improving both, IT system role as business enabler could be optimized to support business growth.