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PLN's customer-focus strategy wins accolades for Indonesia
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Simon Hyett (right) hands over the Indonesia User Experience of the Year and the Indonesia Digital Experience of the Year awards in the energy category to PLN President Director Darmawan Prasodjo on Oct. 5, during at the 2023 Asian Experience Awards in Singapore.
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T PLN (Persero) is delighted to announce the recognition it was granted at the 2023 Asian Experience Awards on Thursday, when its app PLN Mobile won the Indonesia User Experience of the Year and Indonesia Digital Experience of the Year in the energy category for digital transformation in business lines.
The state-owned enterprise represented Indonesia among companies from 16 other countries at the award show, which was held on Oct. 5, 2023 at the Sands Expo & Convention Centre in Marina Bay Sands, Singapore.
The 2023 Asian Experience Awards was initiated by Asian Business Review, a Singapore-headquartered publication of the Charlton Media Group. Asian Business Review recognized PLN as a state-owned enterprise with the latest innovations in the energy industry, especially in electric power.
PLN's latest achievement is also a testament to the company’s transformative and innovative efforts to ensure the best service for its customers.
This year’s Asian Experience Awards was attended by 60 Asian companies, and PLN was the only energy company to receive an award as international recognition for its achievements.
"In the last three years, PLN has continued to carry out end-to-end digital transformation, ranging from primary energy, generation, transmission, distribution, financial systems and procurement systems, to customer service. This digital transformation has been able to increase company efficiency," said PLN President Director Darmawan Prasodjo.
Darmawan said digital innovation had made the company's business processes simpler, faster, more integrated and easily monitored and controlled in real time.
He added that the accolades served as proof of PLN’s continuing efforts in customer-oriented innovation and transformation.
“PLN continues to move forward and develop in line with the changing times. Therefore, the digital transformation we are carrying out must be increasingly broad to change our previously slow and unresponsive services so they become fast and highly satisfactory," Darmawan said.
PLN Mobile was one of the results of the company’s digital innovation, he explained. The new app had received incredible recognition worldwide, Darmawan continued, revealing that it had been downloaded by almost 44 million users and had a user rating of 4.9 out of five stars.
PLN Mobile was a one-stop solution app that enabled customers to seek solutions to their needs and issues within a short time. Among the services it offered were ordering new installations, upgrading customers’ electricity usage category, making electricity payments, purchasing tokens and submitting complaints.
It also offers the Electric Vehicle Digital Services (EVDS) to cater to the growing number of EV users in support of the country’s energy transition.
Darmawan said the company would not rest on its laurels following its recognition by the Asian Experience Awards. Instead, it would maintain its spirit of enthusiasm to keep improving the quality of its services to meet customer demand.
"Alhamdulillah [Praise be to God], this achievement adds to the awards we have previously received at home and abroad. I dedicate this achievement to the entire PLN team, which continues to provide the best service to the community," he said.
The 2023 Asian Experience Awards also recognized companies across several sectors, including Petronas from Malaysia in the oil and gas category, China Mobile International from Singapore in telecommunications and Khrungthai Bank PCL from Thailand in banking.
