Jakarta, 8 July 2021. Supporting the government's policy regarding the Implementation of Emergency Public Activity Restriction (PPKM Darurat) in order to break the chain of the spread of Covid-19, PT XL Axiata Tbk (XL Axiata) continues to provide various online services to make it easier for customers to access products and customer services. Likewise, the XL Center now provides online services that serve various customer needs, from changing SIM cards, reactivating card numbers, migrating from prepaid to priority numbers, to activating priority numbers. That way, customers do not need to leave the house and visit the XL Center physical outlets to take care of these needs. This online service has been able to be used by customers since April 2020 with service development that are still being carried out until now.
XL Axiata Direct Channel Group Head, Muhamad Novan Adilandy said, "The current pandemic situation is very concerning and we believe that the choice to stay at home is the best choice to break the chain of Covid-19 spread and prevent us and our beloved families from this outbreak. . We hope that this online service will make it easier for customers, provide a sense of security for customers and also be in line with government regulations. During the pandemic period of more than a year, we continue to try to find the best solution so that we can continue to serve customers safely and comfortably, one of which is with this #dariRUMAHsaja online service."
Novan added, through this online XL Center service, XL/AXIS customers can inform the required services via the web provided. The customer service officers will contact the customer via video call. Especially for SIM Card replacement services, customer service will directly send a new SIM Card to the customer's home address. So that XL/AXIS customers really don't need to leave the house. The XL Center online service operates from 09.00 – 17.00 WIB from Monday to Sunday.
To be able to take advantage of the XL Center online service, customers can access the website: www.xl.co.id/xlcenter , then enter the XL Center Online service, input the XL number registration that corresponds to the E-KTP and KK numbers, input personal data such as: address, frequently dialed numbers, and the last package used.
Even though there are online services, as one of the essential sectors, during this period of PPKM Darurat, there are some XL Center outlets that are also still open by implementing strict health protocols and the number of officers is limited. If customers who really have to come physically to the XL Center outlets can still be served. Some XL Center outlets that are open during PPKM Darurat in Jabodetabek are XL Center Axiata Tower, XL Axiata Fatmawati and the rest can be checked at https://www.xl.co.id/id/bantuan/xlcenter-location, with opening hours which follows the PPKM rules, namely Monday - Sunday (9:00 - 16:00 WIB).
XL Axiata has implemented health protocols in all XL Center outlets, including new procedures at the customer service center to reduce direct customer interactions with officers and other service devices. The capacity of visitors and officers is limited to only 50%, from the moment they arrive, customers are asked to wash their hands, use masks, and get a queue number via SMS. By using the queue number via SMS, customers can estimate the waiting time for their turn to get service from officers, while reducing customer buildup in the waiting room. The service desk is also partitioned with acrylic glass which limits the officer from the customers. In addition, disinfectant spraying is also carried out every day.Maintaining safety of customers data
For SIM Card change services, XL Axiata applies strict provisions to maintain the security of customer data from crime. Therefore, the customers who apply for a SIM card change must comply with the applicable provisions, namely providing information on the E-KTP number, KK number registered during initial Registration, numbers that have been contacted, date of last credit top up and last activated package.
“We have to carry out these strict conditions in order to maintain the security of our own customer data. Therefore we ask for understanding from customers, that if we are strict in the rules, it is for the sake of the customers themselves. Strict doesn't mean to complicate. Strictness can be easy if the customer can fulfil all applicable requirements, including mentioning the numbers that have been contacted, “explained Novan.
XL Axiata feels the need to always remind customers to comply with applicable regulations if they want to change SIM cards. This was done considering many banking crimes which among others, began with falsifying customer data on the SIM Card, by illegally replacing the SIM Card.