EMR: To Be a Source of Pride for Indonesia

PT. Eka Mas Republik (EMR) is a fiber optic-based internet service provider that provides internet and pay-TV services for families and businesses in Indonesia. The company is growing rapidly with the aim of becoming a source of pride for Indonesia. "EMR has set a goal of expanding to up to 50 cities in Indonesia by the end of the year," said Hendra Gunawan, CTO of EMR, in a recent interview where he discussed the secrets behind the company's rapid growth, the challenges and opportunities it must address, and its infrastructure expansion efforts.

What's the state of play in the fixed broadband market in Indonesia?

The fixed broadband market in Indonesia is fiercely competitive, yet it remains healthy. With numerous established players in the industry, consumers in Indonesia have a wide range of fixed broadband internet options to choose from. The market is experiencing high demand due to the growing prevalence of online activities such as virtual meetings, gaming, small and medium-sized enterprises, and live shopping. Furthermore, Indonesia's high level of digitalization is contributing to the growth of the fixed broadband market. EMR notes that the Indonesian people are eager to try out new internet providers, making the market even more appealing to potential players. Despite the competition, there is still ample room for growth in the industry, thanks to the high demand for digital services and the Indonesian people's enthusiasm for them.

EMR has become one of the fastest growing internet service providers in the country. What sets it apart from other players on the market? Especially, what strategies are you adopting to provide fast services at affordable prices?

EMR's unwavering dedication to providing top-quality internet and exceptional after-sales service has earned it the reputation of being one of the country's fastest-growing internet service providers. What sets EMR apart from its competitors is its emphasis on product excellence, which includes symmetrical upload and download speeds at a 1:1 ratio, unlimited data usage, and 100% fiber-optic connectivity. EMR has also established a streamlined communication system for all its customers. By digitalizing processes, such as auto-ticketing and interactive chatbots, EMR has created a more efficient customer service experience. In addition to offering outstanding products and customer service, EMR adapts to market trends and needs and provides tailor-made solutions to meet them. This approach enables EMR to deliver high-speed internet services at affordable prices without compromising on quality. By prioritizing internet quality and after-sales service, EMR has become the preferred choice for those seeking fast and dependable internet services.

In the fast evolving digital age, what are the challenges and opportunities you must address to remain successful?

To stay successful in the fast-evolving digital age, EMR must navigate both challenges and opportunities. One of the primary challenges is infrastructure, as EMR must continue to expand its infrastructure to provide the best possible internet service to its customers. Nonetheless, EMR perceives this as an opportunity and has set a goal of expanding to up to 50 cities in Indonesia by the end of the year by constructing additional infrastructure.

Keeping up with the ever-changing technology landscape is another challenge, but EMR remains current by adapting to the latest market trends and needs. One of the opportunities that EMR identifies is that Indonesia is a rapidly developing country with an increasingly digitally literate population. In particular, after the pandemic, more people rely on the Internet for their daily activities, making it an essential need for everyone. EMR strives to be the solution of choice that people turn to for assistance with their daily activities.

EMR also acknowledges that infrastructure is a significant challenge, but it has implemented initiatives in its business processes that have earned recognition from the Asian Telecom Awards 2023 as the Infrastructure Initiatives of the Year (Indonesia). By continuously enhancing its processes and infrastructure, EMR can overcome challenges and capitalize on opportunities to remain successful in the ever-evolving digital age.

How are you expanding the infrastructure and services for your customers?

EMR is expanding its infrastructure and services to provide the best internet services to its customers. Firstly, EMR has made many breakthroughs and innovations in its infrastructure projects throughout 2022. These breakthroughs include business process automation, end-to-end integrated data management, funnel and market analysis for expansion, and improved welfare for project teams. These initiatives are part of EMR's way of expanding its infrastructure.

EMR is also focusing on providing coverage to residential areas and small-medium enterprises. In addition to building infrastructure, EMR is building strategic partnerships and collaborating with trusted partners to expand its services even further. EMR believes that good infrastructure delivers good internet services, which will maintain customers better. Therefore, it is committed to continually improving its infrastructure and services.

On the core network side, EMR has upgraded its infrastructure to handle the anticipated 1 Million subscribers without congestion. EMR has moved from 10G and 40G to 100G interfaces as well as transformed intercity backhaul from using Metro Ethernet to DWDM.

By investing in infrastructure, developing initiatives, and building strategic partnerships, EMR can provide the best internet services to its customers and continue to expand its reach in Indonesia.

What new technologies are you looking to leverage in order to deliver the best user experience?

EMR is always looking for new technologies to enhance its customers' experience. One such technology is auto-detection, which enables EMR to detect problems before they become significant issues. With this technology, EMR can offer proactive solutions to its customers and enhance their experience. Moreover, EMR promptly notifies its customers of any problems and offers solutions to help them resolve issues quickly and efficiently.

EMR continuously develops new products that cater to its customers' needs, such as symmetrical speed upload and download 1:1, unlimited data usage, and 100% fiber-optic connectivity.

To further enhance the user experience, EMR is exploring other new technologies, including artificial intelligence and machine learning. These technologies can assist EMR in analyzing customer behavior and predicting their needs, enabling it to provide even better services and stay ahead of the competition.

EMR and ZTE cooperated on the fiber network construction in 2022. What do you think of ZTE's performance during the project and what's your expectation for ZTE in the future?

EMR highly values its partnership with ZTE in the fiber network construction for 2022. ZTE's performance has been fully supportive of EMR's vision to be a source of pride for Indonesia. In 2022, EMR successfully added eight new cities to its coverage area, and this year, EMR is continuing to expand its reach to more cities. EMR and ZTE are working together to develop new technologies such as DWDM technology, which aims to increase the bandwidth of existing fiber networks. Additionally, EMR is developing ROADM + ASON and high-capacity BNG to further improve the quality of its services. EMR is looking forward to building a strong relationship with ZTE and collaborating more in the future to establish more breakthroughs in infrastructure projects.

Where do you see the telecom industry going within the next few years?

EMR firmly believes that the telecom industry will continue to thrive and develop high-tech initiatives. With Indonesia's ongoing digital transformation and increasing digitalization among its people, the demand for high-speed internet connectivity is on the rise. This growing demand is also leading to increased market competition. However, EMR is confident that it can provide unlimited internet connectivity to meet the needs of both customers and businesses. In the coming years, the Indonesian government is expected to fully support the telecom industry to expand into underserved areas and contribute to the country's economic growth. Regarding technology, the market is expected to witness the development of FMC, 5G technology, and IoT.

In conclusion, with its unwavering commitment to providing quality internet services, emphasis on infrastructure expansion, and ability to adapt to evolving market trends and needs, EMR is well-positioned to flourish in Indonesia's telecom industry in the years to come.