Client
Telkom Indonesia
Infrastructure and Service Assurance System (INSERA)
Customer at a Glance
PT Telkom Indonesia (Persero) Tbk (Telkom) is a state-owned information and communications technology enterprise and a telecommunications network in Indonesia. As it transforms to become a digital telecommunications company, Telkom implements a customer-oriented business and operational strategy.
The transformation aims to streamline Telkom's organization to be leaner and more agile in adapting to the fast-changing nature of the telecommunications industry. The new organization is expected to improve efficiency and be more effective in producing a quality customer experience.
Challenges
- Telkom faced challenges with its existing ticketing system, which had numerous features that were not relevant to their needs
- The objective was to optimize workflows by transitioning to a customized ticketing solution using a microservices architecture, enabling greater flexibility and customization — especially in forms and workflows
- The initiative aimed to tackle immediate inefficiencies and lay the groundwork for potential future enhancements
Solution
ITASoft and Sigma (Telkom's IT arm) co-developed INSERA, an application built on Joget that integrates Ticket Incident Service via API, consisting of 5 modules: the Asset App, Incident App, Person App, Work Order App, and Scheduling App.
The solution was developed using the Joget platform combined with other technologies, including the Red Hat OpenShift container platform, Oracle database, and Keycloak for Single Sign-On (SSO). It was custom-designed to efficiently manage issue tickets from all Telkom subsidiaries and clients, serving both corporate and private entities. Tickets raised by clients are first directed to INSERA, which oversees the distribution of work orders and schedules technicians for issue resolution.
The solution has been implemented across various regions of Indonesia — spanning Eastern and Western parts such as Bandung, Bogor, Bekasi, Papua, Maluku, Gorontalo, and Makassar. ITASoft's consulting and development services extended over approximately 10 months, from initiation through piloting (real-life testing), followed by an additional 8 months for nationwide go-live preparation.
Results
- Successfully handled more than 16,300 corporate and private customers during its initial launch in February 2023 (piloting phase, which then went live partially for several regions)
- 25,000 to 28,000 daily ticket handling with time-to-resolve (TTR) under 3 hours — up to 22,296,162 total transactions from February to November 2023
- An enterprise solution that went live with modern architecture, deployed across 150+ pods (containers) and a microservices architecture
- Transitioning to Joget resulted in over 30% cost savings on development, a 60% improvement in development downtime, and the ability to cater to 800 to 1,000 active users per day
- The success of the INSERA project has catalyzed Telkom's future plans, propelling the development of additional solutions such as Workforce Management (WFM) and the Change Request Activities App (CRA)
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