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Case Studies

XL Axiata: Improving CX with seamless payments

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2 min read

As Indonesian goes digital, so does the process of purchasing a mobile plan or making bill payments for telecommunication services. Gone are the days of having to queue at a convenience store just to top up. Consumers now have multiple options when purchasing a mobile plan without having to leave their home, ranging from eCommerce marketplaces (i.e. Tokopedia, Shopee) to e-Wallet app (Ovo or GoPay).

To tap into this latest trend, some of Indonesia’s telecommunication giants like XL Axiata, launched their own mobile apps, which allows users to track their usage as well as to purchase a plan or pay outstanding bills. The strategy of launching mobile apps is aimed at improving customer experience and building loyalty among its user base.

However, in a competitive market, like the Indonesian telecommunication sector, slight friction can be fatal. Frictions can occur in multiple stages of the user journey, ranging from customer service to payment processes. The latter is often overlooked.

To improve this process for their customers, XL Axiata opted to partner with Xendit. This partnership has enabled XL Axiata customers to make payments via virtual accounts of Indonesia’s biggest banks, debit and credit cards as well as the popular e-Wallet channels like Ovo, Dana and ShopeePay.

“This collaboration with Xendit is one of our efforts to help improve customer convenience. Through this collaboration, it will be easier for customers to purchase services and data features in the myXL application with various payment options.”

David Arcelus, Director & Chief Commercial Officer, XL Axiata

The newly activated payment options will be available for XL Axiata customers on various apps for various services including myXL (XL Prabayar, XL PRIORITAS, XL Home, XL Enterprise), XL PRIORITAS (Website & WABA), AxisNet App, dan LiveOn, XL Home Xcite App. It will also be available on merchant apps such as SiDOMPUL App, dan Axis Grosir.

Aside from the customer experience point of view, the partnership also helps XL Axiata in achieving operational efficiencies. By integrating with Xendit, XL Axiata no longer has to perform separate integration with each payment channel, which can be time consuming and costly to maintain.

“It is an honor for Xendit to be XL Axiata’s partner in providing its digital payment services. This encourages us to continue to innovate and improve all of our services in order to provide a fast, easy and reliable payment infrastructure for XL Axiata customers throughout Indonesia.”

Tessa Wijaya, COO and Co-Founder, Xendit

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