Indosat Ooredoo Hutchison (Indosat or IOH) remains dedicated to delivering marvelous experience by ensuring the performance of its network during the special moments of the 2023 Christmas and 2024 New Year celebrations.
Supported by 172 thousand 4G BTS nationwide, throughout this holiday season of late 2023 Indosat achieved the highest daily data traffic increase of 8.9% compared to the average for normal days.
Indosat recorded a data traffic increase of 8.4% on December 24, 2023, and 8.9% on December 31, 2023, compared to the average for normal days. The significant surge in data traffic during the year-end holiday season was observed in several cities on the island of Java, such as Bandung, Banjarnegara, Bogor, Karawang, Kediri, Madiun, Malang, Purwakarta, Purwokerto, Tangerang, Tasikmalaya, and Tegal. Meanwhile, outside Java, the cities of Balikpapan, Bandar Lampung, Bali, Bone, Gowa, Kotabumi, Medan, Metro, Pare-Pare, Pontianak, and Samarinda experienced the highest spikes in data traffic.
On New Year's Eve, digital platforms like WhatsApp, Instagram, YouTube, Facebook, and TikTok played a significant role in the rise in Indosat customer data consumption. The increase in online gaming, including titles like Mobile Legends, Roblox, Call of Duty, Genshin Impact, and PUBG, also contributed to the rise in data traffic. A similar trend was observed on Indosat's digital platforms, myIM3 and bima+, where user activity increased by nearly 1 million customers compared to the average for normal days. This surge was driven by the purchase of service packages and access to on-demand services.
To meet the increased data traffic, Indosat proactively enhanced network connectivity by optimizing 434 priority locations and increasing capacity at 527 points. Indosat also conducted network trials in routes and regions predicted to experience increased travel during the holidays, such as Trans Java, Trans Sumatera, Cikampek, Samarinda, and Balikpapan.
The continuous monitoring of network optimization and capacity improvement is overseen by the 24/7 Command Center, centered at the Indosat Ooredoo Hutchison Network Operation Center (INOC) and Indosat Ooredoo Hutchison Service Operation Center (ISOC). This centralized physical Command Center is supported by Artificial Intelligence/Machine Learning (AI/ML) technology and automation to monitor network availability and quality, including overcome challenges and customers’ complaints to ensure reliability while using Indosat services.
Activities to enhance network quality and the operation of the centralized physical Command Center have been carried out to ensure Indosat customers enjoy an impressive digital experience. Special applications and dashboards such as Operational Dashboard, Performance Dashboard, NetDrone, and Subscriber Movement Dashboard have been prepared to proactively monitor network performance and customer digital experiences. With these technologies, Indosat managed to accelerate solving network issues that occurred in early 2024.
Indosat customer service centers under the IM3, Tri, and Indosat HiFi brands are also on standby. Customers can enjoy various special offers by accessing www.im3.id/tahunbaru, www.bima.tri.co.id, and www.hifi.ioh.co.id. Additionally, customers can visit IM3, 3Store outlets, or contact customer service through official WhatsApp channels for IM3 (08551000185) and Tri (08999800123), myIM3 and bima+ applications, Twitter (@IndosatCare and @3CareIndonesia), as well as email (cs@im3.id and 3Care@three.co.id) to receive support in resolving any issues they may encounter while enjoying the holidays with family and loved ones.
Desmond Cheung, Director and Chief Technology Officer of Indosat Ooredoo Hutchison,
The trust of our 100 million customers is of utmost importance to us. In line with our efforts to become the most preferred digital telecommunications company in Indonesia, we have successfully met the high digital needs of customers during this year-end holiday season. This is attributed to the full dedication of the entire Indosat team and field partners in ensuring optimal telecommunication services, allowing customers to enjoy special moments with family and loved ones.
