Tetherfi x Pertamina Enabling Seamless Omni-Channel Engagement for Indonesia’s Energy Leader
Pertamina is Indonesia’s state-owned energy company serving millions of customers across the country. As a trusted provider of fuel and energy solutions, Pertamina is deeply committed to delivering safe, reliable, and customer centric services to drive Indonesia’s energy future.
Challenges/Opportunities
Pertamina faced the complexity of managing customer service across
disconnected channels, which led to fragmented customer
experiences and limited visibility for their teams. The high agent
workload from handling multiple platforms separately made it
challenging to maintain fast and consistent responses.
Moreover, there was a pressing need to enhance customer
engagement while ensuring seamless integration with Pertamina’s
existing CRM and communication systems, to support their ambitions
for delivering better, faster, and more efficient customer service.
Solutions
- To address these challenges, Pertamina deployed Tetherfi’s fully integrated omni-channel platform, enabling their teams to operate efficiently through a single, unified interface.
- Agents and supervisors now work with a blended desktop console, managing voice calls (inbound and outbound) with intelligent campaign management tools. Social media channels like Facebook, Instagram, WhatsApp, and X are seamlessly integrated, alongside webmail connected to their Exchange Server. AI-powered live chat through Virtual Agent enhances automation, while Click to Call and Video Call features from their website provide instant customer engagement. Unified customer journey mapping and integration with BMC Remedy CRM ensure full visibility and data accuracy, creating a future-ready customer engagement ecosystem.
Benefits/Outcome
- Higher agent productivity through unified workflows
- Enhanced operational visibility and control
- Improved customer satisfaction with faster, personalized service
- Scalable platform, future-ready for expansion
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