PT X is a company engaged in digital telecommunication services in Indonesia. A
decline in the Net Promoter Score (NPS) at PT X occurred due to numerous
customer complaints in the get support and terminate journeys. These complaints
mainly involve complicated reporting issues, lack of information about service
termination, and refund process. Such issues lead to customer confusion and
highlight the need for improvements in the customer service information system,
particularly within the customer care division.
This research utilizes customer complaint data that is directly related to the
customer care division. A root cause analysis is analyzed using Fishbone and IRD
diagrams to identify the underlying cause of the complaint. Furthermore, solution
development is executed using the TRIZ (Theory of Inventive Problem Solving)
approach which yields four inventive principles: Principle #10 (Preliminary Action),
Principle #12 (Equipotentiality), Principle #28 (Mechanics Substitution), and
Principle #35 (Parameter Change). These four principles aimed at simplifying
information access, enhancing automated services, and providing alternative
service submission processes.
Implementation will be carried out for two weeks in July 2025. Prior to
implementation, there were 21 customer complaints in June, all of which were
related to the customer care division. Based on the Critical Success Factor (CSF),
the target to reduce complaints is 10%, or a maximum of 19 complaints. However,
during the implementation period, only 1 complaint was recorded on the first day,
and no similar complaints were recorded in the following days. Therefore, the
implementation was declared successful with a 95.2% decrease in complaints from
the previous condition. In addition, customers have shown a positive response to
ease of access to information and clearer service flows. Thus, it can be concluded
that this solution not only succeeds in meeting the CSF targets quantitatively, but
also qualitatively improves the quality of customer interaction and experience.