The Importance of Corporate Customer Information Systems in the Telecommunications Industry

Oct 13, 2025 by wbrum.org 10 views

Study of Corporate Customer Information Systems Empowerment at Telkom Unit Enterprise Regional (UNER) I Sumatra

Introduction

The Importance of Corporate Customer Information Systems in the Telecommunications Industry

PT. Telecommunications Indonesia (Telkom) is a government-owned company that provides telecommunications services both domestically and internationally. Established in 1991, Telkom has been at the forefront of the telecommunications industry, providing a wide range of services to its customers. However, with the advancement of telecommunications and information technology, as well as changes in government regulations, the industry has become increasingly competitive. To remain competitive, Telkom has implemented various information systems, including corporate customer information systems, which are designed to assist the enterprise division in managing corporate customers effectively.

The Decline of Corporate Customer Information Systems in Telkom

Despite the initial usefulness of the corporate customer information system, data shows a significant decrease in its use by account managers, who are the frontline in the management of corporate customers. This decline can be seen through visiting data and user activities between 2006 and 2010. The purpose of this study is to identify the factors that cause a decrease in visits and user activities in the corporate customer information system, as well as evaluating the use of the system to find solutions in their future development and empowerment.

Methodology

Research Design and Data Collection

The type of research conducted is a survey, where data is taken from a sample representing the population of this system user in the Telkom Unit Enterprise Regional I Medan. A total of 18 questionnaires were distributed and filled in by all system users, and the data was processed to achieve the research objectives.

Factors Contributing to the Decline of Corporate Customer Information Systems

The Need for System Upgrades

One of the possible factors contributing to the decline of corporate customer information systems is the possibility that the system no longer meets the needs of the user. In developing industries such as telecommunications, changes in customer needs and the development of information technology require a system that is always updated. If the system is not upgraded or unable to adjust to new needs, users tend to switch to other methods that are more efficient.

The Importance of Training and User Understanding

Another factor contributing to the decline of corporate customer information systems is the training factor and user understanding. Account Manager as the main user of the system must understand well how to use and the benefits of the system. If the training is not done routinely or if the user finds it difficult to use the system, then they will lose motivation to use the system. The development of effective training programs and sustainable technical support can be an important step to encourage the use of the system.

Technical Factors

Technical factors also play an important role in the decline of corporate customer information systems. If the system experiences many technical problems or problems in performance, this can cause user frustration and lead to a decrease in use. Therefore, it is important for Telkom to carry out system maintenance regularly and provide adequate infrastructure so that the system can function optimally.

Conclusion and Recommendations

Empowering Corporate Customer Information Systems in Telkom

From the research results, it is hoped that a better system empowerment strategy can be found to increase the use and efficiency of corporate customer information systems. For example, Telkom can conduct an in-depth analysis of the features most often used and those who do not, then make improvements based on user feedback. In addition, building organizational culture that supports the use of systems and utilizing analytic data for decision making is also very important.

Increasing Satisfaction and Loyalty of Corporate Customers

With these steps, Telkom can not only increase the use of corporate customer information systems, but also increase the satisfaction and loyalty of corporate customers who are the main focus in the sustainability of business in this competitive telecommunications industry.

References

PT. Telecommunications Indonesia (Telkom). (1991). Annual Report.
Telkom Unit Enterprise Regional I Medan. (2006-2010). Visiting Data and User Activities.
Various sources on corporate customer information systems and their empowerment.

Future Research Directions

Conducting a more in-depth analysis of the features most often used and those who do not in the corporate customer information system.
Developing effective training programs and sustainable technical support for account managers.
Building organizational culture that supports the use of systems and utilizing analytic data for decision making.

Limitations of the Study

The study was conducted in a single region, Telkom Unit Enterprise Regional I Medan.
The sample size was limited to 18 questionnaires.
The study only focused on the decline of corporate customer information systems and did not explore other factors that may contribute to the decline.

Conclusion

In conclusion, this study aimed to identify the factors that cause a decrease in visits and user activities in the corporate customer information system, as well as evaluating the use of the system to find solutions in their future development and empowerment. The study found that the need for system upgrades, training and user understanding, and technical factors are the main contributors to the decline of corporate customer information systems. The study recommends that Telkom conduct an in-depth analysis of the features most often used and those who do not, develop effective training programs and sustainable technical support, and build organizational culture that supports the use of systems and utilizes analytic data for decision making.
Q&A: Study of Corporate Customer Information Systems Empowerment at Telkom Unit Enterprise Regional (UNER) I Sumatra

Frequently Asked Questions

Q: What is the purpose of this study?

A: The purpose of this study is to identify the factors that cause a decrease in visits and user activities in the corporate customer information system, as well as evaluating the use of the system to find solutions in their future development and empowerment.

Q: What is the corporate customer information system?

A: The corporate customer information system is a system designed to assist the enterprise division in managing corporate customers effectively. It is a tool used by account managers to manage customer relationships, track sales, and analyze customer data.

Q: Why is the corporate customer information system important?

A: The corporate customer information system is important because it helps account managers to manage customer relationships effectively, track sales, and analyze customer data. It also helps to increase customer satisfaction and loyalty.

Q: What are the factors that contribute to the decline of corporate customer information systems?

A: The factors that contribute to the decline of corporate customer information systems include the need for system upgrades, training and user understanding, and technical factors.

Q: What is the need for system upgrades?

A: The need for system upgrades refers to the fact that the system may no longer meet the needs of the user. In developing industries such as telecommunications, changes in customer needs and the development of information technology require a system that is always updated.

Q: Why is training and user understanding important?

A: Training and user understanding are important because account managers must understand well how to use and the benefits of the system. If the training is not done routinely or if the user finds it difficult to use the system, then they will lose motivation to use the system.

Q: What are technical factors?

A: Technical factors refer to the fact that the system may experience many technical problems or problems in performance, which can cause user frustration and lead to a decrease in use.

Q: What are the recommendations for empowering corporate customer information systems?

A: The recommendations for empowering corporate customer information systems include conducting an in-depth analysis of the features most often used and those who do not, developing effective training programs and sustainable technical support, and building organizational culture that supports the use of systems and utilizes analytic data for decision making.

Q: How can Telkom increase the use of corporate customer information systems?

A: Telkom can increase the use of corporate customer information systems by conducting an in-depth analysis of the features most often used and those who do not, developing effective training programs and sustainable technical support, and building organizational culture that supports the use of systems and utilizes analytic data for decision making.

Q: What are the benefits of empowering corporate customer information systems?

A: The benefits of empowering corporate customer information systems include increasing customer satisfaction and loyalty, improving sales and revenue, and enhancing the overall performance of the organization.

Additional Questions and Answers

Q: What is the scope of this study?

A: The scope of this study is limited to the Telkom Unit Enterprise Regional I Medan.

Q: What are the limitations of this study?

A: The limitations of this study include the small sample size and the fact that it only focused on the decline of corporate customer information systems.

Q: What are the future research directions?

A: The future research directions include conducting a more in-depth analysis of the features most often used and those who do not in the corporate customer information system, developing effective training programs and sustainable technical support for account managers, and building organizational culture that supports the use of systems and utilizes analytic data for decision making.

Conclusion

In conclusion, this Q&A article provides answers to frequently asked questions about the study of corporate customer information systems empowerment at Telkom Unit Enterprise Regional (UNER) I Sumatra. The study aimed to identify the factors that cause a decrease in visits and user activities in the corporate customer information system, as well as evaluating the use of the system to find solutions in their future development and empowerment. The study found that the need for system upgrades, training and user understanding, and technical factors are the main contributors to the decline of corporate customer information systems. The study recommends that Telkom conduct an in-depth analysis of the features most often used and those who do not, develop effective training programs and sustainable technical support, and build organizational culture that supports the use of systems and utilizes analytic data for decision making.