Pelanggan baru kok kena isolir? Begini penjelasannya!
Mulai bulan April 2019, diberlakukan kebijakan mengenai isolir. Kebijakannya seperti apa?
Jika rekan sales ada dihubungi oleh pelanggan yang baru-baru saja terpasang indihomenya, dan pelanggan menginformasikan / complain internet di rumahnya terisolir, bisa jadi pelanggan sedang mengalami isolir sementara, kenapa terjadi isolir sementara? Karena pelanggan baru tersebut ketika dilakukan salam billing perdana
statusnya not contacted.Kebijakan ini diambil guna meningkatkan C3MR New Billing, maka mulai April 2019 kebijakan isolir sementara bagi pelanggan new billing status not contacted salam billing perdana diberlakukan.
Isolir dieksekusi melalui aplikasi SAMSNAS dengan tambahan keterangan 'Isolir Sementara Karena Not Contacted Salam Billing Perdana'.
Bagaimana penangan keluhan pelanggan yang mengalami Isolir sementara?
1. Pelanggan melaporkan internet tidak bisa akses (masuk ke landing page isolir) ke Contact Center 147/Sosmed/sales indihome wilayah setempat/CSR Plasa Telkom.
2. Dilakukan pengecekan status pelanggan di MyCX, jika status pelanggan diisolir dan ada keterangan 'Isolir Sementara Karena Not Contacted Salam Billing Perdana', maka Agent 147/Sosmed/ CSR Plasa Telkom, akan melakukan caring kepada pelanggan dengan memberitahukan alasan diisolir sementara dikarenakan pada saat dilakukan salam billing perdana tidak berhasil tersambung (not contacted).
3. Selanjutnya Agen 147/Sosmed/CSR Plasa Telkom akan meminta data multikontak terbaru (no. HP, Alamat, email) dengan tujuan agar seluruh informasi yang dikirim oleh Telkom sampai ke Pelanggan, dan data multi kontak terbaru tersebut diinputkan melalui MyCX dengan tahapan sesuai petunjuk.
4. Segera setelah data multi kontak terbaru didapat, maka isolir sementara dibuka dan disampaikan courtesy kepada pelanggan.
Jadi mari bersama-sama membantu mengingatkan / menginformasikan kepada pelanggan masing-masing mengenai wajibnya angkat call salam perdana demi kenyamanan pelanggan terhadap layanan indihome.
Note : kebijakan baru untuk buka isolir, diwajibkan melengkapai Google Form dengan format sesuai gambar berikut :
Klik disini untuk Isi Form Buka Isolir
/* FINAL PACKAGE COLOR SYSTEM — AUTHORITATIVE */
.package-card{color:#172033!important;background:linear-gradient(180deg,#FFFFFF,#F8FAFC)!important;}
.package-card .package-top{color:#fff!important;}
/* Telkomsel One — red */
.package-card.package-one{--accent:#D7192D;--soft:#FDE8EB;background:linear-gradient(180deg,#FFF8F9,#FFF0F2)!important;border-color:#F3C5CB!important;}
.package-card.package-one .package-top{background:linear-gradient(135deg,#7F0712,#C81025 55%,#E63A4B)!important;}
.package-card.package-one .package-number{background:#fff!important;color:#B20E20!important;}
.package-card.package-one .package-badge{background:rgba(255,255,255,.16)!important;color:#fff!important;border-color:rgba(255,255,255,.35)!important;}
.package-card.package-one .package-stat.speed{background:linear-gradient(135deg,#FFFDFD,#FDE8EB)!important;border-color:#F1C2C8!important;color:#172033!important;}
.package-card.package-one .package-stat.price{background:linear-gradient(135deg,#C81025,#8F0715)!important;color:#fff!important;border-color:#8F0715!important;}
.package-card.package-one .package-cta{background:linear-gradient(135deg,#8F0715,#D7192D)!important;color:#fff!important;}
/* EZnet — blue */
.package-card.package-eznet{--accent:#0B73B9;--soft:#EAF5FC;background:linear-gradient(180deg,#F9FCFF,#EAF5FC)!important;border-color:#BFDDEF!important;}
.package-card.package-eznet .package-top{background:linear-gradient(135deg,#063B70,#0B73B9 55%,#2998D0)!important;}
.package-card.package-eznet .package-number{background:#fff!important;color:#0B5C94!important;}
.package-card.package-eznet .package-badge{background:rgba(255,255,255,.16)!important;color:#fff!important;border-color:rgba(255,255,255,.35)!important;}
.package-card.package-eznet .package-stat.speed{background:linear-gradient(135deg,#FFFFFF,#EAF5FC)!important;border-color:#BFDDEF!important;color:#172033!important;}
.package-card.package-eznet .package-stat.price{background:linear-gradient(135deg,#0B73B9,#064E7A)!important;color:#fff!important;border-color:#064E7A!important;}
.package-card.package-eznet .package-cta{background:linear-gradient(135deg,#064E7A,#0B73B9)!important;color:#fff!important;}
/* Extra — navy */
.package-card.package-extra{--accent:#0B4F8A;--soft:#EAF3FB;background:linear-gradient(180deg,#FAFCFF,#EAF3FB)!important;border-color:#BBD3E7!important;}
.package-card.package-extra .package-top{background:linear-gradient(135deg,#061B3A,#0B4F8A 58%,#1769AA)!important;}
.package-card.package-extra .gamer-plan{background:linear-gradient(145deg,#061B3A,#0B4F8A)!important;color:#fff!important;}
.package-card.package-extra .gamer-kicker,.package-card.package-extra .gamer-title{color:#0A3763!important;}
.package-card.package-extra .gamer-badge-big{background:#061B3A!important;color:#fff!important;}
.package-card.package-extra .gamer-chip{background:#EAF3FB!important;color:#0B4F8A!important;border-color:#BBD3E7!important;}
.package-card.package-extra .gamer-start{background:#F6FAFE!important;border-color:#BBD3E7!important;}
.package-card.package-extra .package-note-box{background:linear-gradient(135deg,#EAF3FB,#F8FBFF)!important;border-color:#BBD3E7!important;}
.package-card.package-extra .package-note-box .note-title{color:#0B4F8A!important;}
.package-card.package-extra .package-cta{background:linear-gradient(135deg,#061B3A,#0B4F8A)!important;color:#fff!important;}
/* Mesh — green */
.package-card.package-mesh{--accent:#078A5A;--soft:#E9F8F1;background:linear-gradient(180deg,#FBFFFD,#E9F8F1)!important;border-color:#BDE4D3!important;}
.package-card.package-mesh .package-top{background:linear-gradient(135deg,#06452F,#078A5A 58%,#18A66F)!important;color:#fff!important;}
.package-card.package-mesh .gamer-plan{background:linear-gradient(145deg,#06452F,#078A5A)!important;color:#fff!important;}
.package-card.package-mesh .gamer-kicker,.package-card.package-mesh .gamer-title{color:#07583C!important;}
.package-card.package-mesh .gamer-badge-big{background:#06452F!important;color:#fff!important;}
.package-card.package-mesh .gamer-chip{background:#E9F8F1!important;color:#078A5A!important;border-color:#BDE4D3!important;}
.package-card.package-mesh .gamer-start{background:#F5FCF8!important;border-color:#BDE4D3!important;}
.package-card.package-mesh .package-note-box{background:linear-gradient(135deg,#E9F8F1,#F8FFFB)!important;border-color:#BDE4D3!important;}
.package-card.package-mesh .package-note-box .note-title{color:#078A5A!important;}
.package-card.package-mesh .package-cta{background:linear-gradient(135deg,#06452F,#078A5A)!important;color:#fff!important;}
/* Gamer — purple */
.package-card.package-gamer{--accent:#7A075E;--soft:#F8EAF5;background:linear-gradient(180deg,#FFFCFE,#F8EAF5)!important;border-color:#E3C5DB!important;}
.package-card.package-gamer .package-top{background:linear-gradient(135deg,#42105F,#7A075E 55%,#A81A83)!important;}
.package-card.package-gamer .gamer-plan{background:linear-gradient(145deg,#42105F,#7A075E)!important;color:#fff!important;}
.package-card.package-gamer .gamer-badge-big{background:#42105F!important;color:#fff!important;}
.package-card.package-gamer .gamer-chip{background:#F8EAF5!important;color:#7A075E!important;border-color:#E3C5DB!important;}
.package-card.package-gamer .gamer-start{background:#FCF7FB!important;border-color:#E3C5DB!important;}
.package-card.package-gamer .package-note-box{background:linear-gradient(135deg,#F8EAF5,#FFFBFE)!important;border-color:#E3C5DB!important;}
.package-card.package-gamer .package-note-box .note-title{color:#7A075E!important;}
.package-card.package-gamer .package-cta{background:linear-gradient(135deg,#42105F,#7A075E,#A81A83)!important;color:#fff!important;}
/* CTA spacing/elevation */
.package-card .package-cta{margin:22px 18px 20px!important;min-height:48px!important;border-radius:14px!important;display:flex!important;align-items:center!important;justify-content:center!important;font-weight:900!important;box-shadow:0 5px 0 rgba(0,0,0,.22),0 12px 24px rgba(15,23,42,.16)!important;}
.package-card .package-cta:hover{transform:translateY(-2px)!important;box-shadow:0 7px 0 rgba(0,0,0,.22),0 16px 28px rgba(15,23,42,.20)!important;}
.package-card .gamer-intro,.package-card .gamer-grid,.package-card .gamer-meta,.package-card .package-note-box{margin-left:18px!important;margin-right:18px!important;}
.package-card .gamer-grid{margin-top:16px!important;}
.package-card .gamer-meta{margin-top:14px!important;}
.package-card .package-note-box{margin-top:16px!important;}
@media(max-width:480px){.package-card .package-cta{margin:20px 14px 18px!important}.package-card .gamer-intro,.package-card .gamer-grid,.package-card .gamer-meta,.package-card .package-note-box{margin-left:14px!important;margin-right:14px!important;}}
/* V6 — CLARIFY PACKAGE LABELS / BADGES */
.package-card .package-badge{
position:relative!important;
z-index:8!important;
display:inline-flex!important;
align-items:center!important;
justify-content:center!important;
gap:6px!important;
width:max-content!important;
max-width:100%!important;
min-height:30px!important;
padding:7px 12px!important;
margin-top:12px!important;
border-radius:999px!important;
font-size:9px!important;
line-height:1.15!important;
letter-spacing:.35px!important;
font-weight:900!important;
white-space:normal!important;
text-align:center!important;
box-shadow:0 5px 12px rgba(7,25,54,.12)!important;
backdrop-filter:none!important;
}
/* Telkomsel One — PILIHAN KELUARGA */
.package-card.package-one .package-badge{
background:#FFF7F8!important;
color:#9E1522!important;
border:1px solid #F2B8C0!important;
box-shadow:0 5px 12px rgba(127,7,18,.16)!important;
}
/* EZnet — INTERNET UNGGULAN */
.package-card.package-eznet .package-badge{
background:#F2F8FD!important;
color:#075A92!important;
border:1px solid #B9D8EC!important;
box-shadow:0 5px 12px rgba(6,59,112,.16)!important;
}
/* Extra — WIFI ONLY */
.package-card.package-extra .package-badge{
background:#EEF5FC!important;
color:#073E70!important;
border:1px solid #B9D1E7!important;
box-shadow:0 5px 12px rgba(6,27,58,.18)!important;
}
/* Mesh — WIFI RUMAH */
.package-card.package-mesh .package-badge{
background:#F0FAF5!important;
color:#075C40!important;
border:1px solid #B8DDCB!important;
box-shadow:0 5px 12px rgba(6,69,47,.16)!important;
}
/* Gamer — PAKET GAMER */
.package-card.package-gamer .package-badge{
background:#FBF1F9!important;
color:#641052!important;
border:1px solid #DFC2D8!important;
box-shadow:0 5px 12px rgba(66,16,95,.16)!important;
}
/* Package number (including No. 04) — make it a clean, high-contrast marker */
.package-card .package-number{
position:relative!important;
z-index:10!important;
flex:0 0 auto!important;
width:38px!important;
min-width:38px!important;
height:32px!important;
border-radius:10px!important;
display:inline-flex!important;
align-items:center!important;
justify-content:center!important;
background:#FFFFFF!important;
color:#172033!important;
border:1px solid rgba(255,255,255,.72)!important;
box-shadow:0 5px 12px rgba(0,0,0,.18)!important;
font-size:10px!important;
font-weight:950!important;
}
.package-card.package-extra .package-number{color:#073E70!important;}
.package-card.package-mesh .package-number{color:#075C40!important;}
.package-card.package-gamer .package-number{color:#641052!important;}
/* Gamer promo labels: keep title/kicker separate from the badge */
.package-card .promo-intro .gamer-kicker{
display:inline-block!important;
width:max-content!important;
max-width:100%!important;
padding:5px 9px!important;
margin:0 0 8px!important;
border-radius:999px!important;
background:rgba(255,255,255,.88)!important;
line-height:1.1!important;
letter-spacing:.7px!important;
}
.package-card.package-extra .promo-intro .gamer-kicker{color:#084A7D!important;}
.package-card.package-mesh .promo-intro .gamer-kicker{color:#075C40!important;}
.package-card.package-gamer .promo-intro .gamer-kicker{color:#641052!important;}
.package-card .promo-intro .gamer-title{
max-width:100%!important;
overflow-wrap:anywhere!important;
word-break:normal!important;
color:#172033!important;
text-shadow:none!important;
}
/* Promo badge on the right — solid surface so its text never merges with the card */
.package-card .promo-badge-big,
.package-card .gamer-badge-big{
position:relative!important;
z-index:6!important;
flex:0 0 auto!important;
color:#FFFFFF!important;
border:1px solid rgba(255,255,255,.24)!important;
text-shadow:0 1px 1px rgba(0,0,0,.18)!important;
}
.package-card.package-extra .promo-badge-big{background:linear-gradient(145deg,#061B3A,#0B4F8A)!important;}
.package-card.package-mesh .promo-badge-big{background:linear-gradient(145deg,#06452F,#078A5A)!important;}
.package-card.package-gamer .promo-badge-big{background:linear-gradient(145deg,#42105F,#7A075E)!important;}
@media(max-width:480px){
.package-card .package-badge{font-size:8px!important;padding:6px 10px!important;min-height:28px!important;}
.package-card .package-number{width:36px!important;min-width:36px!important;height:30px!important;}
.package-card .promo-intro .gamer-title{font-size:17px!important;line-height:1.15!important;}
}
