Telkomsel Poin
The Challenge
Telkomsel Poin needed to transform from a simple loyalty program into a thriving digital community that would drive meaningful engagement and customer retention. The challenge was building authentic relationships with users while communicating the value of the loyalty ecosystem.
With millions of potential users across Indonesia's diverse market, we needed to create content that resonated across different demographics, regions, and digital literacy levels.
Our Solution
Our strategic approach focused on community-first content creation, developing educational campaigns that helped users maximize their Poin benefits while fostering genuine connections between brand and community.
We implemented AI-driven personalization to deliver relevant content experiences, created interactive campaigns that encouraged user-generated content, and established a consistent brand voice that positioned Telkomsel Poin as a helpful, trustworthy companion in users' digital journeys.
The Results
Over four years, we built and scaled Telkomsel Poin's social media presence to over 400,000 engaged followers, creating one of Indonesia's most active loyalty program communities.
Our community-building efforts resulted in significantly higher program engagement, increased point redemption rates, and stronger customer loyalty metrics across all Telkomsel services.
"Hivemind's approach to community building transformed how we think about customer engagement. They helped us create not just followers, but a genuine community of brand advocates who actively participate in our ecosystem."