Case Study: Pertamina achieves seamless omni-channel customer engagement with Tetherfi

Pertamina improves customer service across 5 channels with Tetherfi

Pertamina, Indonesia's state-owned energy company, faced challenges in managing its customer service across disconnected channels. This led to fragmented customer experiences and limited operational visibility, creating a high workload for agents who had to juggle multiple platforms. To enhance customer engagement and integrate with its existing systems, Pertamina partnered with Tetherfi to deploy its omni-channel platform.

Tetherfi implemented a unified interface that integrated voice calls, social media channels like Facebook and WhatsApp, webmail, and AI-powered live chat. The solution included intelligent campaign management tools and was integrated with Pertamina's BMC Remedy CRM for full customer journey visibility. As a result, Tetherfi's platform enabled higher agent productivity, enhanced operational control, and improved customer satisfaction through faster, personalized service for Pertamina.

Pertamina