PPIM FEB UI Public Lecture with Tokopedia, “Managing Services Marketing in Digital World”
Nino Eka Putra ~ PR FEB UI
DEPOK – (6/10/2021) On Wednesday (6/10/2021), Tokopedia’s Senior Vice President of Customer Excellence, Rudy A. Dalimunthe was a resource person in the Public Lecture of the Management Science Postgraduate Study Program, Faculty of Economics and Business, Universitas Indonesia (PPIM) with the topic “Managing Services Marketing in Digital World” and moderator Gita Gayatri, Ph.D., Lecturer of the Management Department FEB UI. This lecture was opened by Zaafri Ananto Husodo, Ph.D., Secretary of the PPIM FEB UI Study Program.
In his presentation, Rudy A. Dalimunthe explained that there are 4 parts in which Tokopedia is focused on in running an e-commerce business in Indonesia, namely (1) digital markets and goods, implementing a free customer to customer (C2C) business platform for merchants and buyers, and being the host for official store for brands and 40 digital products; (2) fintech and payments in the form of digital wallets, affordable investments, merchant loans, virtual credit cards, protection products, data-based credit scoring for loans, investments, and other financial services; (3) logistics and fulfillment, customers can choose the arrival time of the package as desired and will later be accommodated by a logistics provider from Tokopedia; (4) Tokopedia partners, enabling small traders to sell digital goods and store their offline stores and can also buy products and stock wholesale.
According to Rudy, Tokopedia has now been established for 12 years in Indonesia as an e-commerce company created by Indonesians, and as a driving force for the nation’s economy. In the past two years, in 2020-2021 Tokopedia launched a local service that reaches more than 100 million active users and in 2021, Tokopedia cooperates with Gojek (a fellow company created by Indonesians too) called ‘GoTo’, which combines services, both for e-commerce, on-demand, and finance.
Rudy continued, Tokopedia is the only technology company (retail) in Indonesia without an incoming call center (hotline) that serves millions of interactions every month. For customers who want to know more about Tokopedia, you can go to Tokopedia Care. The feature on this page is that there are many articles/FAQs about solutions to problems that Toppers (Tokopedia customers) may face in using Tokopedia.
“In managing the marketing of digital services in the current era, Tokopedia utilizes services by involving omni-channel customers as the company’s brand story and differentiator, creating value for customers for every aspect, especially in services that will take over prices and products as the main brand differentiator.” he Rudy stated in closing the public lecture session, which was attended by 100 participants.
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