Indonesia's Lippo Group, Pertamina Retail join forces to transform customer experience

Indonesian firms Lippo Group and Pertamina Retail have officially entered into a strategic partnership aimed at revolutionising the customer experience. This collaboration reflects both companies' long-standing commitment to enhancing customer service and operational efficiency. The signing of this agreement marks a significant step in transforming how their services are delivered across Indonesia.

The ceremony, taking place earlier this month, was attended by key figures including Zibali Hisbul Masih, President Director of Pertamina Retail; Marlo Budiman, President Director of Lippo Karawaci; and Wahyudi Chandra, President Director of Multipolar Technology.

Lippo Group is one of Indonesia’s largest conglomerates, with interests spanning retail, property, hospitality, healthcare, and media. Established in 1950, the group has become a key player in shaping the country's economic landscape.

Lippo Karawaci, one of its subsidiaries, is a leading property developer in Indonesia, with a strong portfolio in real estate, retail, and commercial properties. Additionally, Lippo Malls Indonesia manages several shopping malls across the country, providing an essential retail experience to millions of Indonesians.

Don't miss: Pertamina NRE to acquire 20% stake in PH's Citicore Renewable Energy

Meanwhile, Pertamina Retail is a subsidiary of the state-owned energy giant Pertamina. It operates the retail arm of Pertamina with focus on providing fuel, lubricants, and retail services at gas stations across Indonesia. Pertamina Retail is crucial to Indonesia's retail infrastructure, with a significant presence in the fuel distribution and convenience store sectors.

The partnership will leverage cutting-edge technologies to significantly improve the customer experience. Multipolar Technology will lead the integration of Starlink, SD-WAN, Access Points, and Managed Services across Pertamina Retail's operations. These technologies will enable faster, more reliable services at Pertamina's stations, enhancing convenience and customer satisfaction.

In a statement, Pertamina Retail's Masih said, "Pertamina Retail aims to enhance efficiency, operational reliability, and provide an improved customer experience. Additionally, we hope that Pertamina Retail's products and services will play a significant role in the development of Lippo Group's business ecosystem."

Chandra added that the partnership is a step forward in creating a sustainable, tech-driven ecosystem that benefits both businesses and the public. "By harnessing innovative technologies, we can provide a seamless experience for customers, and this collaboration underscores our commitment to supporting national economic growth," he said.

As part of the collaboration, Data Lake Indonesia will continue its role as the official distributor of Starlink for both B2C and B2B segments, while ZUP Loyalti Indonesia will contribute with customer loyalty services designed to keep consumers engaged and ensure long-term satisfaction.

Budiman emphasised that the partnership would open up new opportunities for business growth. By improving customer experience across various touchpoints, this collaboration is expected to offer significant value to both Lippo Group and Pertamina Retail, he stated.

Related articles:
Xero unveils new tagline to supercharge commitment to customer growth
PUYI OPTICAL and ZEISS enhance customer experience with global partnership
Carlsberg sponsors first edition of Hypefest HK to enhance customer experience