20 Maret 2025

Summary

In this interview, Ahmad and his team speak with Muhammad, a customer service staff member at a digital transportation company that has been operating in Bengkulu since 2019. The discussion highlights the company's growth amidst challenges such as competition from Grab, the COVID-19 pandemic, and the transition to digital platforms. Muhammad shares strategies to engage university students and local communities, the impact of digital transformation on efficiency and security, and the company's efforts to support drivers with training and tools. The conversation reveals the importance of innovation and customer-centric services in a competitive market.

Takeaways

• 😀 The interview discusses digital transformation in transportation, specifically focusing on Maxim, an online transportation service.
• 😀 Maxim entered the Bengkulu market in 2019, initially facing challenges due to the COVID-19 pandemic but fully introduced in 2020.
• 😀 The company’s strategy to compete with Grab was to focus on targeting students and university-goers, as they are frequent users of online transportation.
• 😀 Maxim's marketing includes utilizing local influencers and social media platforms like Instagram, Facebook, and TikTok to promote their services.
• 😀 Maxim’s system is fully digitalized, with automated order distribution based on factors like distance and driver ratings.
• 😀 While digital systems dominate, Maxim still offers cash payment options, though most drivers prefer digital transactions for quicker cash flow.
• 😀 Maxim aims to make the process more efficient by facilitating job opportunities for individuals, especially those seeking work during tough times.
• 😀 The company has focused on educating drivers about digital systems, offering training on safety and the use of the application.
• 😀 Maxim collaborates with a foundation for driver insurance coverage in case of accidents, ensuring driver safety and security.
• 😀 Over the last six years, Maxim has navigated challenges like COVID-19 restrictions and competition, but remains stable with a focus on innovation and customer retention.

Q & A

What was the main focus of the interview in the transcript?

The interview primarily focuses on the impact of digital transformation in the transportation industry, specifically through the company 'M'. It highlights how digital systems have been incorporated into their services and the challenges they faced.

How did the company 'M' start in Bengkulu, and what challenges did they face?

Company 'M' entered Bengkulu in 2019 but faced delays due to the COVID-19 pandemic. Their official public introduction was in 2020, and they had to educate local drivers about using their digital app, competing with an established competitor, Grab.

What was the company's strategy to compete with Grab?

The company targeted specific groups like university students and school children who needed affordable transportation. They focused on building relationships with local drivers, especially those from traditional transport backgrounds, and promoted their services through influencers and social media.

What role does social media play in the company's strategy?

Social media plays a crucial role in promoting the company. They leverage platforms like Instagram, Facebook, and TikTok, often partnering with local influencers to reach millennial users and raise awareness of their digital transportation services.

Does the company still use conventional systems alongside digital systems?

While the company has mostly transitioned to digital systems for handling orders, payments, and tracking, they still offer a cash payment option as some drivers prefer it for quicker transactions.

Which system is more efficient, digital or conventional, in the company's operations?

The digital system is more efficient and effective. It automates order distribution based on driver ratings and location, which improves operational efficiency compared to conventional methods.

What is the company's approach to safety and security for both drivers and customers?

The company has partnered with a foundation called PSSI to provide insurance coverage in case of accidents. Additionally, they ensure transparency in data handling and allow drivers to access their earnings and performance records through the app.

Has the company faced any significant security threats or data breaches?

As of now, the company has not experienced any significant security breaches or threats. They maintain collaborations with local police to support data requests when needed, but no data hacks have occurred.

Has the company experienced any financial struggles or had to reduce staff?

The company faced challenges during the COVID-19 pandemic, including reduced orders and difficulties with customer retention. However, they adapted by launching long-term promotions and developing innovations to keep customers engaged, and have not needed to reduce staff.

How does the company address the digital skill gap among its drivers?

The company provides ongoing education for drivers, including training on safe driving practices and how to use the app effectively. They are also developing features like an e-wallet to help drivers manage transactions more easily.