Empowering account managers, uplifting business performance with Telkom’s MyTEnS

The enterprise digitisation tool allowed account managers to be more productive and organised.

Enterprise customer-facing units are critical players in the digital transformation realm within B2B, managed by nearly a thousand account managers in eight customer journey episodes. The account managers play a huge role in capturing project opportunities until the part of  building and maintaining relationships with B2B customers.

Despite this, account managers encounter pain points in the process, such as difficulties in conveying information, complexities in administration, lack of profitability analysis, and time spent not doing sales-related activities.

To combat these problems and inculcate efficiency in the process, Telkom Indonesia decided to develop MyTEnS for enterprise digitisation, enabling Siebel, Oracle and other surrounding systems as customer relationship management (CRM) tools. 

MyTEnS is a digital transformation icon in CFU Enterprise which is here to answer the need for transparency and simplification of business processes which have implications for improving business performance and increasing customer experience in Telkom Enterprise & Government Segment.

A digital touchpoint for account managers that have covered the lead to assurance process through its 20 modules, 46 features, and 106 sub-features. The tool makes processes more seamless and well-integrated with 15 core systems and 45 satellite apps.

Building microservices as its IT architecture, supported by a digital orchestration platform, allows the company to create over 200 API endpoints and utilise the emerging technology to maximise the user experience.

Amongst the prominent features of MyTEnS include catalogue products, account profiling, sales funnelling, risk project assessment with profitability calculator, delivery progress tracking, complaint ticket & handling progress, and e-contract, amongst others.

Developing MyTEnS into a comprehensive digital experience platform involved all enterprise stakeholders from various divisions. 

“As business and technology change rapidly with gathering feedback routinely, we combine lean startup and design thinking methods to deliver biweekly incremental products for adapting to the evolution of dynamic business,” Telkom said. 

Since its implementation in January 2020, MyTEnS has increased profitability in account managers by 270% annually; the digitalised RPA also ensured that profit can be guaranteed and the loss can be mitigated as the unprofitable projects are identified early.

Moreover, the tool allowed for more productivity amongst account managers and improvement in their consultative selling skills. It also minimised manual and redundant processes and allowed for a more organised account management activity due to the transparency process and role map clarity brought by redesigned sales funnelling.

The streamlining of the enterprise digitisation process as enabled by MyTEnS has been recognised by the Asian Technology Excellence Awards, with Telkom Indonesia receiving the Indonesia Technology Excellence Award for Enterprise Software - Telecommunications award.

The prestigious awards programme aims to recognise exceptional companies that are riding the digital disruption wave and leading the technological revolution and digital transformation journeys in their respective industries.

The Asian Technology Excellence Awards is presented by Asian Business Review. To view the full list of winners, click here. If you want to join the 2023 awards programme and be acclaimed for your company's outstanding retail initiatives, please contact Jane Patiag at [email protected].