For any enterprise with 85 million customers living on an archipelago of 17,000 islands, customer satisfaction can be a challenge.
In Indonesia, state-owned energy provider PT PLN serves a diverse and demanding range of customers: industries, businesses and commerce, households, dense urban neighborhoods, and remote rural communities. As Indonesia’s cultural and societal shifts increase electricity demand, the number of PLN customers increases—as does the risk to customer satisfaction if PLN doesn’t meet their needs, whether due to a power…
