XL Axiata’s pioneers convergence service in Indonesia

The telecom firm’s Fixed Mobile Convergence service penetration has reached 56% in H1 2023.

XL Axiata, which has pioneered Fixed Mobile Convergence (FMC) services in Indonesia, recently introduced its XL SATU which is a step-up for seamless mobile data and on-the-go entertainment.

In a nutshell, XL SATU combines home internet (fixed broadband) and mobile connectivity (mobile broadband) in a single package. “XL Axiata has been paying close attention to the trend of these needs in the last few years,” said Yessie D. Yosetya, director and chief officer for Enterprise Business & Corporate Affairs at XL Axiata, when interviewed by Asian Telecom.

“For the past two or three years XL Axiata has made FMC a strategy not only to increase revenue or as a new source of income but also to increase the company's competitiveness now and in the future,” she revealed.

What is XL SATU?

Yosetya said the main idea is that whether at home or on the move, XL Axiata will keep you connected. So, XL SATU bridges fixed and mobile connectivity, ensuring you’re always online, she said.

It has two variants: XL SATU Fiber, which was launched in June 2021 and offers lightning-fast internet with ample mobile data; and XL SATU Lite, which provides speedy wireless broadband and substantial mobile data.

At present, XL Axiata continues to strengthen the execution of its convergence strategy by encouraging the FMC business in all areas, including products, network and IT infrastructure, and even in management.

 “By the end of June 2023 (1H) XL Home users reached around 154,000 customers, with a convergence penetration rate of 56% (XL HOME customers have converted to XL SATU customers), and it is planned to continue to increase until the end of the year and beyond,” said Yosetya.

 The advantage for customers is that they get superfast and unlimited home internet using fiber optic technology, plus a large cellular quota that can be used by up to four family members.

 In addition, XL SATU Fiber also offers additional services in the form of national TV shows to world-class entertainment from VIDIO, CATCHPLAY+, LIONSGATEPLAY, VISION+, and many others with the XL HOME Entertainment box through the Google Play Store.

Introducing XL SATU Lite

Meanwhile, for XL SATU Lite, customers can also avail themselves of superfast home internet service using a wireless broadband technology connection, plus a large cellular quota, depending on the package chosen.

 “With XL SATU Lite, this convergence service can reach all Indonesian families in 70 cities/districts,” said Yosetya, noting how cellular and data infrastructure and services is relatively more evenly distributed in various regions in Indonesia.

 XL Axiata takes the effort to collaborate with the government to provide infrastructure and services in remote areas, including 3T areas (Disadvantaged, Frontier, and Outermost Areas), through the USO (universal service obligation) mechanism. This ensures that residents in these remote areas have equal access to cellular and data services, promoting inclusivity.

Identify needs

Currently, XL Axiata serves 58 million customers across Indonesia through various variants: XL Prepaid, XL Prio, and AXIS for mobile services, XL Axiata Business Solutions for SME’s and Enterprise and also XL SATU for FMC services.

 To become the top convergence operator in Indonesia, XL Axiata offers personalised digital services, including dynamic pricing, packages, and content tailored to customer interests. And to understand customer needs, XL Axiata employs digital IT and data analytics, allowing them to offer services that truly match each customer’s requirements.

 “Data analytics… allows XL Axiata to evaluate KPIs (key performance indicators) in all aspects related to customers — marketing campaigns and customer loyalty — so that the company can design the right strategy,” said Yosetya.

 Through their digital transformation efforts, particularly with MyXL and AXISNet applications, Yosetya expects improved prediction of future trends and customer behavior, facilitating precise, timely offers to the right customers.

Improving customer experience

In terms of convenience for customers to access information and use cellular and data services, XL Axiata also provides the myXL and AXISNet application platforms. “Through these apps, customers will be able to get various cellular and data service information, including a wide selection of various products that suit their needs at competitive prices according to their abilities,” said Yosetya.

 For customers facing issues with cellular services and their data usage, multiple contact options (phone, email, or social media) are available, all of which are promptly attended to by XL Axiata officers, she added.

Yosetya also mentioned that XL Axiata consistently works on network quality improvement by increasing capacity, establishing new BTS (Base Transceiver Station), expanding fiberisation, and optimising the network.

 To date, many BTS units across Indonesia have been fiberised, marking part of their network modernisation efforts that involve connecting BTS with fiber lines.

 “The fiberisation project is being implemented in all XL Axiata BTS,” Yosetya asserted. “Fiberisation also plays a crucial role in preparing the 5G ecosystem and network.”

‘End-to-end’ assurance

Yosetya said ensuring customer satisfaction with data services has to be approached comprehensively. “We’ve implemented the Zero Touch Operation platform, including network management automation (Automation NOC – Network Operation Center),” she said.

 This platform accelerates the detection of network disruptions and their impact on customers, reducing the disruption's overall impact, including the number of affected customers.

Yosetya concluded that continuous enhancement of network infrastructure remains a top priority, both now and in the future. This commitment ensures customers can enjoy the various data and digital services provided by XL Axiata without interruption.

 “We continue to do this now, and in the future,” she said.