JAKARTA. September 24, 2025 – Following the merger, PT XLSMART Telecom Sejahtera Tbk (XLSMART) continues to consolidate with an intense focus on maintaining and enhancing the customer experience. The initiative also seeks to ensure that network operations remain effective and optimal during the integration process.
One of the strategic actions implemented is integrating the unified operational and service quality monitoring center (Customer Experience & Service Operation Centre - CE & SOC) into a single location, the XLSMART Building in Bumi Serpong Damai (BSD) City, South Tangerang. The CE & SOC integrates two formerly distinct Network Operation Centres (NOC), one owned by XL Axiata at the XL Axiata Tower in Kuningan, Jakarta, and the other by Smartfren in BSD, South Tangerang.
Sanjay Vaghasia, XLSMART's Director & Chief Integration Officer, stated, "Since the beginning of the merger, XLSMART's top priority has been ensuring network stability amidst intensive integration activities, assuring customer comfort while maintaining network operations running smoothly. By consolidating and integrating the two NOCs into one location, XLSMART is able to monitor operations and assure network quality, ensuring that customers are not negatively impacted by the transition process."
The CE & SOC have been operationally integrated since July 2025, representing an important point in XLSMART's post-merger phase, which prioritises network stability as well as operational efficiency and effectiveness. The CE & SOC has a modern and integrated design and monitors all services, including mobile internet, voice calls, SMS, Value Added Services, IoT, corporate services, fixed internet, self care apps (myXL, Axisnet, MySF), and even OTT applications, ensuring the best network quality for all customers.
The new center consolidates all network monitoring functions into one location. The integration of the two NOCs takes just three months, making it one of the fastest post-merger integrations in Indonesia's telecommunication industry. The CE & SOC is equipped with advanced multi vendor monitoring systems, as well as a modern war room facility that allows for fast and effective collaboration across functional teams, assuring the best possible service with rapid response during network disruptions.
In addition, the CE and SOC are backed by a Unified Intelligent Monitoring System that integrates multi vendor systems and tools to monitor the customer experience. It has also significantly adopted artificial intelligence (AI) technologies, including real-time analytics tools, to ensure the best customer experience. The Unified Intelligent Network System with AI is primarily used to troubleshoot and enhance network quality in real time, with features such as auto demarcation, auto healing, auto rerouting, and auto balancing. These technologies enable network issues to be resolved automatically and much faster, especially for large scale incidents.
Shurish Subbramaniam, Director & Chief Technology Officer of XLSMART, stated, "With an expanding network and a customer base of over 82 million in Indonesia, a unified command center is essential for network monitoring and management. Monitoring processes are made much more efficient and manageable by integrating CE and SOC. This is crucial as customer satisfaction is our top priority. With this monitoring center, potential network disturbances may be predicted sooner, guaranteeing that the customer's experience is continually maintained and enhanced."
BSD was chosen as the CE & SOC location based on its strategic location, robust infrastructure comparable to a data center essential for stable monitoring, and easy access. With all of these advanced facilities and technologies, XLSMART maintains its commitment to provide the best digital experience to customers across Indonesia.
With the CE & SOC now in operation, XLSMART demonstrates its commitment to maintaining the highest level of service quality while advancing the company's vision of becoming Indonesia's most customer-loved and most efficient operator in Indonesia. This initiative is in line with XLSMART's broader mission of connecting Indonesians for a better life. With its growing and modernised network, XLSMART now serves more than 82.6 million customers across the nation and will continue to deliver to society with reliable, value-added digital experiences.
About XLSMART
PT XLSMART Telecom Sejahtera Tbk (“XLSMART” or “IDX: EXCL”) is the newest integrated telecommunications company in Indonesia, formed from the merger of PT XL Axiata Tbk, PT Smartfren Telecom Tbk, and PT Smart Telecom. Carrying the spirit of "innovation with heart," XLSMART is here to lead Indonesia's digital era by providing inclusive, reliable connectivity, and being ready to face the future for more than 82.6 million customers across Indonesia.
With a legacy of technological excellence and customer service from two major companies, XLSMART combines the expertise of XL Axiata in mobile services and remains part of the Axiata Group, as well as Smartfren's innovations in 4G, VoLTE, and eSIM services as part of the Sinar Mas Group.
With the tagline “Bersama, Melaju Tanpa Batas” (Go Beyond, Together), XLSMART is dedicated to delivering digital inclusion, national progress, and long-term value for Indonesia. (For more information, visit www.xlsmart.co.id )
For media inquiries, please contact:
Reza Mirza
Group Head Corporate Communications & Sustainability XLSMART
Telp: +62 817-0007-110
Email: [email protected]