partnership Stores AR TELKOM 2015 ENG.

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PT Telkom Indonesia Persero Tbk To increase sales, we also use above and below the line marketing channels to promote our services to certain parties and communities. We also continue to place advertisement in printed and electronic media and implement marketing methods such as point of sales broadcasting as well as promotion and sponsorship events. In line with shifting consumer behavior and lifestyles, we have also actively developed national scale partnerships with several partners such as Intel and Bank BTN. Through the partnership, we sell bundle-based products at our partners’ sales outlets.

4. Feet on The Street

Sales agents that conduct direct marketing of our products, particularly for our IndiHome products, through door-to-door sales, open table discussions, exhibitions, product demonstrations, and other similar activities.

5. Authorized dealers and retail outlets

Distribution outlets for a variety of telecommunication products such as Speedy Instant cards, starter packs, prepaid SIM cards and top-up vouchers. These dealers are non-exclusive, and they receive a discount on all of the products they receive. Retail outlets also include outlets jointly operated by us, Telkomsel and PT Pos Indonesia, as well as other outlets such as banks.

6. Account Manager

Manage relationships and account portfolio of large-scale corporate segment large enterprise, government, and medium-scale businesses.

7. Sales Specialist

A team formed with a high competence as well as having a deep product knowledge in order to provide appropriate and efective recommendations of solutions to corporate customers together with Account Manager.

8. Tele Account Management

We also provide a Tele Account Manager service to support MSME customers or prospective business customers through inbound and outbound calls for pre- sales, sales and other customer services requirements.

9. Channel Partner

Serving as a reseller that helps the Enterprise Serivice Division in the sales and marketing activities to seek speciic customers requirements usually in the business district.

10. Value Added Reseller VAR

A main line to manage partnership relation with communities through interaction with the community business partners either community-based segment industry or community-based territory.

11. Digital Touch Point

It may be either Web or Mobile Application Based Channel which are Network Marketing Channel and as a channel for the entire customer portfolio.

12. Website

Our website, www.telkom.co.id and www.telkomsel. com enables customers to access certain of our products and services. Available services include e-billing registration, collective billing registration and submission of complaints.

13. Social Media

We use social media, primarily Facebook and Twitter, to enable the customers to interact with us regarding our products and services. SERVICE TO CUSTOMERS As a form of implementing good corporate governance “GCG” towards customers and the public, we continue to maintain communication with our customers. We believe that eicient and proactive communication has an important role to play in the sustainability of the Company’s business, as well as to ensure above- standard quality. Service Delivery To control service delivery, in particular those related to network infrastructure, the management of SLA with the functional division in NITS becomes very crucial. The execution of a Service Level Agreement SLA with NITS is conducted by Telkom Regional with the supervision of NITS through Integrated Operational Control IOC. 125 PT Telkom Indonesia Persero Tbk The service delivery process for standard products and basic products uses the available organizational functions, while the service delivery for customized solutions and ecosystem solutions requires a Project Manager to manage the end to end process delivery. The SLA requested to the process delivery support for standard products and basic products shall use a SLA that is in accordance with the standards as set forth for each product. While for customized solutions and ecosystem solutions, we use speciic SLAs or SLAs that are in accordance with what has been set forth in a contract. Service Assurance Standard products and basic solutions uses standard Service Legal Guarantees SLG as set forth in the product document, while customized solutions and ecosystem solutions require speciic SLGs or SLGs that are in accordance with what has been set forth in a contract with a customer. For problem handling management, Telkom uses contact centers managed by each customer segment. Engineers on Site EoS assist in problem handling activities located at the customer’s location or at a Telkom oice in accordance with the type of allocation. EoS are divided into 2 two, namely Shared EoS and Dedicated EoS. Shared EoS may be utilized by several customers and are usually used to accommodate the needs of standard products and basic solutions. Further, Dedicated EoS are placed at the location of a customer to assist the customer in problem handling in general, as well as to support delivery activities. Meanwhile, the allocation of dedicated EoS are usually designated for Top Priority Customers and may also be allocated based on product type as has been applied for customized solutions and ecosystem solutions. Customer Protection Throughout 2015, we continue to pursue a variety of initiatives and improvements in the ield of products safety management, after-sales warranty and complaints services to provide convenient and guarantee customers protection, among others: a. Ensuring that a newly developed product can be the right commercial product that is well received in the market. We apply a standard guideline for the implementation of the incubation process of innovation products through the stages of: idea submission, customer and idea validation, product validation, business model validation and market validation. b. Holding the principle to ensure that the products and services are of high quality and able to provide maximum beneits as well as to contribute to economic growth. c. Always upholding the code of conduct in product sales direct sales, advertising and promotion. d. Applying ethical advertising practices by taking into account the applicable advertisement code of ethics in Indonesia. e. Ensuring that the products and after-sales services are conveniently available to the public. f. Supporting the implementation of fair competition practices and principles. g. Always oriented towards customer satisfaction. h. Constantly striving to meet required benchmarks as stipulated in various Ministerial Regulations that govern services quality standards, namely the Minister Regulation regarding Achievement of Local Fixed Line Services, SLJJ Fixed Line, International Network Fixed Line, Fixed Wireless Access FWA Fixed Line, and Teleponi Internet Services Quality Standards for Public Interest ITKP. i. Providing compensation if services do not comply with the required benchmarks.