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GROUP : I
                               www.telkomspeedy.com




Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation
                                                             Co-            Win-
Anggota Kelompok :
                  1.    Evy E. Siahaan                         / NIK 700405
                  2.
                  2     Indra B Sihombing
                        I d B Sih bi                           / NIK 640156
                                                               / NIK 640156
                  3.    Harry Fernandez                        / NIK 623133
                  4.    Mukmin Amin                            / NIK 740168
                  5.    Sukatman Kusman                        / NIK 641645
                  6.    Wawan Anwari A                         / NIK 600454


                          Kelas Digital Marketing Angkatan.1
                       Telkom Learning Center Area I Sumatera
                                                Area-I


Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation
                                                             Co-            Win-
FRAMEWORK Of THINKING

                                   Content         Connectivity      Customization



                         Content Management System (CMS) www.telkomspeedy.com




                                                                                                              Feedback
                                                                                                                     k
                     Convenience          Community        Customer Care      Comunication



                                  Customer Relationship Management (CRM)




                                                   USER /
                                                 CUSTOMER



                                                   KPI/
                                                SCORECARD                                                   ACTION
                                                                                                             PLAN

                                             Continuous Improvement




Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation
                                                             Co-            Win-
ANALISA WEBSITE/LANDING PAGE
        ANALISA WEBSITE/LANDING PAGE
• Action through with 7 C’s
                                                      Conveni
                                                       ence 
                                 Commu
                                 nication                                  Content 
                                     s 




                            Custom
                                                     7 Cs                       Customi
                            er care                                              zation 




                                          Connect                 Commu
                                            ivity                   nity 




 Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation
                                                              Co-            Win-
CONVENIENCE


   Strength
Materi produk sudah terkumpul di 1 web page
Product knowledge sudah terupdate


Weakness / OFI
Tampilan Flash terlalu cepat berubah dan terlalu kecil, sulit dibaca
Warna dominan merah, seharusnya bisa dipadukan dengan warna lain yang trend
Penampilan seluruh halaman awal harus scroll down cukup jauh ke bawah (tidak efisien)
Materi yang penting terlalu kecil, sulit untuk dibaca




   Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation
                                                                Co-            Win-
CONTENT


   Strength
Content web cukup lengkap dan variatif
Sudah menggunakan social media yang bervariasi
Sudah dilengkapi speed test / bandwidth meter
S d h dil   k i      d t t / b d idth     t
Content Open Source sudah banyak diakses user (rangking ke – 3 menurur markosweb.com)



Weakness / OFI
Judul terlalu panjang , tidak sesuai dengan content utama
                                    y                       ,        g         p
Content halaman muka terlalu banyak Flash dan masalah teknis,  kurang fokus ke promosi
Beberapa bagian terjadi duplikasi / berulang di bagian lain
Pengelompokan content kurang sistematis
Ada materi promo yang sudah kadaluwarsa (out of date)
Halaman muka terlalu banyak kata‐kata, seharusnya cukup dibuat link shortcut
                            y            ,        y       p
Penempatan content utama harus mempertimbangkan lokasi diagaram heatmap “F”
Icon  “My content” kurang rapi dan tidak menarik minat




  Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation
                                                               Co-            Win-
CONTENT




Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation
                                                             Co-            Win-
CUSTOMIZATION


   Strength
Sudah menyediakan media komunikasi vertikal dan horisontal
Sudah mengadopsi social media untuk customisasi produk
Variasi
V i i customization sudah b
         t i ti       d h banyak t
                               k tersedia
                                      di


Weakness / OFI
Tarif customization kurang lengkap, seperti bundling YESTV dan tarif Telkom Hotspot
Pedoman praktis / SOP customization masih kurang




   Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation
                                                                Co-            Win-
COMMUNITY


   Strength
Komunitas user sudah tertampung dan cukup banyak
Komunitas open source  cukup banyak yang mengakses content


Weakness / OFI
Belum ada komunitas yang independen dan aktif pada social media
Forum para user Speedy hanya ada di Plasa.com dan kurang dikelola dengan baik
Belum ada rencana program untuk mendukung komunitas




   Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation
                                                                Co-            Win-
CONNECTIVITY


   Strength
Cukup mudah diakses dari search engine (menurut www.themecraft.net)
Banyak terhubung dengan link Telkom Group dan produk yang berkaitan
Availabilty k baik dan kecepatan sudah b ik
A il bilt cukup b ik d k        t    d h baik


Weakness / OFI
Web site lebih
Web site lebih banyak diakses dari IP internal Telkom (menurut www markosweb com)
                                   IP internal Telkom (menurut www.markosweb.com)
Beberapa content tidak sesuai dengan produk internet broadband
Nilai / score Smartviper SEO hanya tercapai 57% bagi user search engine




  Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation
                                                               Co-            Win-
CONNECTIVITY




Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation
                                                             Co-            Win-
CUSTOMER CARE


   Strength
Complain handling sudah terpusat di 147
Sudah menyediakan media e‐service dan social media



Weakness / OFI
Content complain support customer kurang d il d tidak bi di
C             l i                   k        detail dan id k bisa dimonitor progresnya
                                                                         i
Tidak ada menu SLG gangguan sesuai kontrak berlangganan
Komplain diarahkan ke web Corporate Telkom bukan khusus masalah Speedy
Media komplain tidak tersedia online chat dan nomor toll free
Menu alamat Plasa Telkom dan PIC masih kosong (sebagai pembanding firstmedia.com)
M      l    t Pl   T lk    d PIC        ih k        ( b i        b di fi t di          )
Komplain user sering tidak terdeteksi, harus dicari di web lain melalui SE




   Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation
                                                                Co-            Win-
COMMUNICATION


   Strength
Sudah menyediakan social media untuk feedback customer
Informasi layanan sudah detail



Weakness / OFI
Informasi layanan kurang sistematis
I f      il       k       it     ti
Komunikasi masih berjalan satu arah akibatnya feedback customer tidak tertampung
Informasi dari 147 masih kurang valid terkait dengan gangguan layanan
Komunikasi dengan online chat belum tersedia secara formal
Relationship dengan pelanggan kurang baik, sulit membina loyalitas
R l ti hi d            l       k       b ik lit       bi l lit




   Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation
                                                                Co-            Win-
• Content sudah bervariasi dan cukup detail mengenai produk knowledge Speedy
• Belum fokus kepada media promo atau portal layanan
• Content yang berkaitan dengan pelanggan masih kurang memadai
• Komunikasi 2 arah dengan pelanggan masih kurang
• Diperlukan pengaturan halaman awal agar lebih sistematis dan sederhana


                                                                                       GROUP : I
                                                              www.telkomspeedy.com




 Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation
                                                              Co-            Win-
Thank You
Th Y


  Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation
                                                               Co-            Win-

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Ws digital marketing group i

  • 1. GROUP : I www.telkomspeedy.com Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation Co- Win-
  • 2. Anggota Kelompok : 1. Evy E. Siahaan / NIK 700405 2. 2 Indra B Sihombing I d B Sih bi / NIK 640156 / NIK 640156 3. Harry Fernandez  / NIK 623133 4. Mukmin Amin / NIK 740168 5. Sukatman Kusman / NIK 641645 6. Wawan Anwari A  / NIK 600454 Kelas Digital Marketing Angkatan.1 Telkom Learning Center Area I Sumatera Area-I Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation Co- Win-
  • 3. FRAMEWORK Of THINKING Content Connectivity Customization Content Management System (CMS) www.telkomspeedy.com Feedback k Convenience Community Customer Care Comunication Customer Relationship Management (CRM) USER / CUSTOMER KPI/ SCORECARD ACTION PLAN Continuous Improvement Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation Co- Win-
  • 4. ANALISA WEBSITE/LANDING PAGE ANALISA WEBSITE/LANDING PAGE • Action through with 7 C’s Conveni ence  Commu nication Content  s  Custom 7 Cs Customi er care zation  Connect Commu ivity  nity  Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation Co- Win-
  • 5. CONVENIENCE Strength Materi produk sudah terkumpul di 1 web page Product knowledge sudah terupdate Weakness / OFI Tampilan Flash terlalu cepat berubah dan terlalu kecil, sulit dibaca Warna dominan merah, seharusnya bisa dipadukan dengan warna lain yang trend Penampilan seluruh halaman awal harus scroll down cukup jauh ke bawah (tidak efisien) Materi yang penting terlalu kecil, sulit untuk dibaca Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation Co- Win-
  • 6. CONTENT Strength Content web cukup lengkap dan variatif Sudah menggunakan social media yang bervariasi Sudah dilengkapi speed test / bandwidth meter S d h dil k i d t t / b d idth t Content Open Source sudah banyak diakses user (rangking ke – 3 menurur markosweb.com) Weakness / OFI Judul terlalu panjang , tidak sesuai dengan content utama y , g p Content halaman muka terlalu banyak Flash dan masalah teknis,  kurang fokus ke promosi Beberapa bagian terjadi duplikasi / berulang di bagian lain Pengelompokan content kurang sistematis Ada materi promo yang sudah kadaluwarsa (out of date) Halaman muka terlalu banyak kata‐kata, seharusnya cukup dibuat link shortcut y , y p Penempatan content utama harus mempertimbangkan lokasi diagaram heatmap “F” Icon  “My content” kurang rapi dan tidak menarik minat Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation Co- Win-
  • 7. CONTENT Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation Co- Win-
  • 8. CUSTOMIZATION Strength Sudah menyediakan media komunikasi vertikal dan horisontal Sudah mengadopsi social media untuk customisasi produk Variasi V i i customization sudah b t i ti d h banyak t k tersedia di Weakness / OFI Tarif customization kurang lengkap, seperti bundling YESTV dan tarif Telkom Hotspot Pedoman praktis / SOP customization masih kurang Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation Co- Win-
  • 9. COMMUNITY Strength Komunitas user sudah tertampung dan cukup banyak Komunitas open source  cukup banyak yang mengakses content Weakness / OFI Belum ada komunitas yang independen dan aktif pada social media Forum para user Speedy hanya ada di Plasa.com dan kurang dikelola dengan baik Belum ada rencana program untuk mendukung komunitas Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation Co- Win-
  • 10. CONNECTIVITY Strength Cukup mudah diakses dari search engine (menurut www.themecraft.net) Banyak terhubung dengan link Telkom Group dan produk yang berkaitan Availabilty k baik dan kecepatan sudah b ik A il bilt cukup b ik d k t d h baik Weakness / OFI Web site lebih Web site lebih banyak diakses dari IP internal Telkom (menurut www markosweb com) IP internal Telkom (menurut www.markosweb.com) Beberapa content tidak sesuai dengan produk internet broadband Nilai / score Smartviper SEO hanya tercapai 57% bagi user search engine Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation Co- Win-
  • 11. CONNECTIVITY Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation Co- Win-
  • 12. CUSTOMER CARE Strength Complain handling sudah terpusat di 147 Sudah menyediakan media e‐service dan social media Weakness / OFI Content complain support customer kurang d il d tidak bi di C l i k detail dan id k bisa dimonitor progresnya i Tidak ada menu SLG gangguan sesuai kontrak berlangganan Komplain diarahkan ke web Corporate Telkom bukan khusus masalah Speedy Media komplain tidak tersedia online chat dan nomor toll free Menu alamat Plasa Telkom dan PIC masih kosong (sebagai pembanding firstmedia.com) M l t Pl T lk d PIC ih k ( b i b di fi t di ) Komplain user sering tidak terdeteksi, harus dicari di web lain melalui SE Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation Co- Win-
  • 13. COMMUNICATION Strength Sudah menyediakan social media untuk feedback customer Informasi layanan sudah detail Weakness / OFI Informasi layanan kurang sistematis I f il k it ti Komunikasi masih berjalan satu arah akibatnya feedback customer tidak tertampung Informasi dari 147 masih kurang valid terkait dengan gangguan layanan Komunikasi dengan online chat belum tersedia secara formal Relationship dengan pelanggan kurang baik, sulit membina loyalitas R l ti hi d l k b ik lit bi l lit Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation Co- Win-
  • 14. • Content sudah bervariasi dan cukup detail mengenai produk knowledge Speedy • Belum fokus kepada media promo atau portal layanan • Content yang berkaitan dengan pelanggan masih kurang memadai • Komunikasi 2 arah dengan pelanggan masih kurang • Diperlukan pengaturan halaman awal agar lebih sistematis dan sederhana GROUP : I www.telkomspeedy.com Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation Co- Win-
  • 15. Thank You Th Y Commitment To Long Term, Customer First, Caring Meritocracy, Co-creation of Win-win Partnership, Collaborative Innovation Co- Win-