Brand
The Indonesian telecommunications company says that user-friendly WhatsApp message template features—such as list buttons and carousel photos—have made it easier for customers to respond to personalized offers sent via messages on WhatsApp, make purchase decisions directly in WhatsApp, and get their questions answered by automated customer service responses.
Their Story
One of the country’s largest telecom providers
Indosat Ooredoo Hutchison was Indonesia’s second-largest telecom provider as of July 2025, servicing more than 100 million mobile subscribers. The company relies on WhatsApp as its primary means of managing customer service queries and sending messages and marketing communications to customers of its IM3 and 3ID wireless services brands.
Their Goal
More accessible services and communications
Previously, the company relied primarily on Unstructured Supplementary Service Data (USSD) to establish short, temporary connections with customers. WhatsApp enables Indosat Ooredoo Hutchison to be more available to customers while promoting its services with message experiences that are visually appealing and easy to engage with.
“WhatsApp possesses the opportunity to go beyond just a messaging app, to become a valuable customer experience commodity. We want to leverage the opportunity by providing personalized experiences and services—which are now in demand and necessary for “Telcos” that aspire to become “Techcos”—and grab the attention of customers with just one click.”
Ritesh Kumar Singh
Director and Chief Commercial Officer, Indosat Ooredoo Hutchison
Their Solution
WhatsApp-driven promotions
Over one year (January 1–December 31, 2024), Indosat Ooredoo Hutchison tested using WhatsApp Business Platform as the primary marketing and communications channel for customers of its prepaid phone plans, implementing messages on WhatsApp to deliver personalized plan renewal offers based on user preferences as well as time-sensitive renewal reminders for hourly subscribers.
Indosat Ooredoo Hutchison also developed an automated customer service messaging experience on WhatsApp that streamlined communication and improved response times and efficiency.
Their Success
Major revenue growth
The company reported 94% year-over-year revenue growth for prepaid plans after transferring its promotions and customer service to WhatsApp Business Platform*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
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