Freshworks Transforms the Customer Experience For Indonesia’s Largest Independent Telco Infrastructure Provider


Freshworks Inc., a software company empowering the people who power businesses, announced that its customer Protelindo, the largest independent tower owner and operator in Indonesia, chose Freshdesk™ to modernize its customer support processes with a fast and intuitive software platform.

Protelindo, the wholly-owned subsidiary of PT Sarana Menara Nusantara Tbk (IDX: TOWR) receives thousands of support queries every day from its customers across the entire Indonesian archipelago. Serving clients with infrastructures over 33 provinces requires coordination between various internal teams spread across the Indonesian islands. With queries coming in by email and phone in addition to an internal ticketing system, agents were spending most of their time turning customer queries into tickets and then routing the information to internal stakeholders, rather than analysing and resolving the issues immediately.

Freshworks’ customer engagement solution has streamlined customer requests from across all channels into one place, making it easy for the support team to address queries quickly and efficiently. The team can now focus on verifying issues and coordinating across departments to resolve them, resulting in and improving the overall customer experience.

Freshdesk is a life saver,” said Shinta Firmasari, Operations Maintenance Specialist at Protelindo.  “This is the best way to overcome the thousands of emails we receive every day. It saves us so much time and helps us focus on addressing the issues instead of worrying about the system.”

Freshdesk is easy to use and its intuitive features helped Protolindo get up and running quickly to delight its customers and its agents. The Protelindo customer success team was able to  set up multiple SLAs, create custom ticket fields, and customise automated rule engines for a better user experience.

“We want all customer support agents to love their business software,” said Pradeep Rathinam, Chief Customer Officer at Freshworks.

“The support team at Protelindo is a testament to our promise of delivering delightful experiences to business software users and in turn empowering them to elevate the experiences they provide to their customers.”