Astragraphia Presents Digital Experience Solutions to Improve Service to Customers

 

Digital Solution

Astragraphia Document Solution, September 6, 2021 – As a company as well as a trusted partner of choice for customers in terms of document solutions in Indonesia, Astragraphia is committed to creating a new, wider experience for customers. One of them is through digital connectivity in the best digital after-sales service. This commitment is realized through the presence of three digital experience innovation solutions. These solutions are iCare, iSense, and Online Support Assistance which is abbreviated as OSA. This solution offers the best after-sales service facilities for customers to enjoy a digital lifestyle during the COVID-19 pandemic. Where, currently all aspects are undergoing massive changes, one of which is consumer behavior in determining the purchase of products and services. In addition, companies and businesses are adapting and innovating in terms of technology application by adjusting some of their workflows.

Based on the presentation from Mr. King Iriawan Sutanto as Director of PT Astra Graphia Tbk at the Media Briefing event in commemoration of National Customer Day 2021 which falls on September 4, 2021. He stated that iCare, iSense, and OSA are innovations that Astragraphia presents during the Covid-19 pandemic to provide value-adding to the quality of the company's services for customers and supporting the company's operational cost-efficiency measures.

These three innovations Astragraphia projects as digital solutions are expected to accelerate the delivery of service requests and escalation of problem-solving, simplify the administrative process and check machine status, as well as make it easier for customers to get complete information or guidance about products needed by all Astragraphia customers. iCare, iSense, and OSA are among the strategies launched by Astragraphia to provide new experiences while increasing customer trust.

Get to Know More About iCare, iSense, and OSA?

These three digital-based applications provide different functional sides according to customer needs. iCare is an Android-based mobile application for customers to submit service requests faster. iSense is an application presented with a dashboard that helps to automatically record the status of machines, materials, and machine meters (click/print usage). Meanwhile, OSA provides the ability for customers to get complete product information and guidance through a website that can be accessed independently 24 hours.

Also present as a resource person, Mr. Soebandi as Chief of Customer Service & Support of PT Astra Graphia Tbk. He said that customers responded positively to the service innovations that Astragraphia presented. Since its launch, Astragraphia has processed more than 2,000 service requests per month related to engine repairs and requests for supplies through the iCare application. As of August 2021, iSense can also be applied to multifunction printer machines and customer production printers spread across 32 Astragraphia branches in Indonesia. Meanwhile, OSA, which is connected to the Documensolution.com website, has now been accessed by all customers in Indonesia with an average of 8,000 sessions per month.

Astragraphia realizes that the ease of access to services for customers and the speed of response to service requests are important factors to improve the quality of Astragraphia's services. During the Covid-19 pandemic where physical interaction is limited, iCare, iSense, and OSA digital solutions are able to minimize physical interactions but speed up the administrative process of providing services to customers. For example, iCare: is able to cut customer waiting for processes by up to 81.25% in submitting service requests compared to making phone calls to the Halo Astragraphia Call Center.

For more information about the advantages of iCare, iSense, and OSA, please visit: https://documentsolution.com/content/customersupport

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