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Case

Telkomsel's Digital Transformation: An Opportunity to Reinvent?

Main Category : Strategy and General Management

Sub Category : Digital,Digital Transformation,Strategy,General Management
BSchool

Case Description
Established on May 26th 1995, Telekomunikasi Selular (Telkomsel), an Indonesian digital telecommunication company had been continually providing relevant telecommunication solutions to consumers and stakeholders. Since inception, it had consistently spread telecommunication access beginning from 1G to become a pioneer connectivity enabler and a leading mobile broadband network. Besides, it was a joint venture between state-owned Telecoms Group - Telkom Indonesia and Singapore's SingTel. Moreover, Telkomsel's narrative highlighted the significance of innovation which was critical to a digital transformation journey covering various levels. However, the pandemic had been a prime mover for a comprehensive digital transformation of businesses. Telkomsel had refined its internal operations to offer unique customer care programmes through social media including cost effective services to a greater ambit of customers. The company's business expansion approach included introduction of two new brands - Orbit and by.U. Meanwhile, Telkomsel's key strategies were based on variety, volume and velocity while focusing on the existing or potential biggest markets to take full business advantage. The company strategised to fortify its business pillars of Digital Connectivity, Digital Platform and Digital Services by partnering with Gojek. Telkomsel introduced 5G services in May 2021 with the objective to offer a myriad of opportunities to customers, B2Bs and academics. Would Telkomsel be able to enhance accessibility and inclusivity of broadband network across Indonesia?

Learning Outcomes
1. To examine Telkomsel's digital journey
2. To analyse the efforts towards digital transformation
3. To explore the underlying issues and challenges


Duration : Up to 120 Mins

Min Participants : 10
Max Participants : 24

Lead Facilitator : Sekar Shanmugam

Keywords : Telkomsel, Telco, Mobile, Digital, Transformation, Strategy, General Management, Indonesia

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