Indosat wins Best Digital Transformation at WCA 2024

Indosat Ooredoo Hutchison has been awarded the Best Digital Transformation Award at the World Communication Awards 2024.

The award, presented in London, acknowledges the company's efforts in its transition from a traditional telecommunications provider to an artificial intelligence-driven technology entity within Indonesia's digital sphere. The accolade was accepted by Steve Saerang, Senior Vice President – Head of Corporate Communications at Indosat Ooredoo Hutchison.

The World Communication Awards are recognised as a prominent marker of excellence within the global telecommunications sector, celebrating achievements and innovations that propel the industry forward.

Indosat's digital transformation has been recognised for its forward-thinking strategies, seamless technological integration, and unwavering commitment to customer satisfaction, setting it apart from other leading global contenders.

Vikram Sinha, President Director and Chief Executive Officer of Indosat Ooredoo Hutchison, remarked, "This recognition is a testament to the relentless efforts and innovative spirit of the entire Indosat team. Our journey from a telco to a techco is driven by a singular focus on delivering a 'Marvelous Experience' to our customers. This award reflects our commitment to empowering Indonesia through cutting-edge technology and customer-centric solutions. As we look to the future, we remain dedicated to pushing the boundaries of innovation and contributing to the digital transformation of Indonesia."

Rob Chambers, Managing Director at Terrapinn, praised the company's transformation, stating, "Indosat Ooredoo Hutchison's transition into a tech-driven powerhouse showcases a bold vision executed with precision. Their customer-centric strategy has yielded remarkable results, setting a new benchmark for the industry. IOH's journey is an inspiration to the global telecom sector."

This accolade reaffirms Indosat's dedication to innovation, excellence, and satisfaction for its customers. The company is committed to furthering its success through the introduction of transformative solutions and setting new standards across the industry.

Indosat's strategic transformation involved integrating its network infrastructure and operations, redefined not only to meet quality targets but to reposition itself from a traditional telecommunications provider to a technology-driven business.

An integral component of this transformation was the establishment of a central data repository, known as a "big data lake," intended as a single source for informed decision-making. The implementation of advanced technologies has streamlined operations, reduced service quality alarms, and expedited problem identification and resolution, enhancing operational efficiency and service reliability.

The company's transformation strategy, dubbed "Marvelous Experience," emphasised a comprehensive enhancement approach across multiple customer interaction points, improving experiences for not only customers but employees, partners, and the brand as a whole. By deploying AI-powered tools to assess Quality of Experience (QoE) and customer satisfaction (CSAT), the company enabled proactive enhancements to secure and enrich the user experience, resulting in substantial improvements in customer satisfaction and setting new industry benchmarks.

The consolidation of Indosat's Network Operations Center and Service Operations Center marked another milestone in operational optimisation and automation, harnessing AI and data analytics to ensure efficient operations aligned with the mission to provide seamless, innovative services.

Indosat Ooredoo Hutchison continues to prioritise digital transformation and aims to lead the industry with solutions that promote economic growth and a sustainable digital future.