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Bagaimana Teknologi Mampu Bantu Industri Ritel Tingkatkan Customer Experience di Era Digital?

Transformasi bisnis digital dapat membantu industri ritel berinovasi sehingga mereka mampu menciptakan pengalaman luar biasa bersama pelanggan dan meningkatkan efisiensi operasional perusahaan. Namun, transformasi digital bisa juga memperlebar jurang antara pemimpin bisnis dengan mereka yang lambat dalam beradapatasi dengan perubahan. 

Karenanya, 2022 menjadi tahun yang tepat bagi para pelaku ritel untuk  melakukan perubahan agar dapat bertahan di era digital. Salah satunya adalah dengan implementasi teknologi sistem informasi pada industri ritel. Lantas, apa saja tantangan yang dihadapi industri ritel? Mengapa teknologi sistem informasi pada industri ritel penting? Lengkapnya, simak artikel berikut. 

Apa Saja Tantangan yang Dihadapi Industri Ritel?

Ilustrasi Tantangan Industri Ritel. (Sumber: Samsung)

Industri ritel adalah aktivitas bisnis yang melibatkan penjualan barang dan jasa secara langsung kepada end user. Pada perkembangannya, industri ritel di Indonesia mulai bertransformasi dari ritel tradisional menuju ritel modern.  

Menurut laporan Asosiasi Pengusaha Ritel Indonesia (APRINDO),  industri ritel modern di era pandemi pada tahun 2021-2022 merosot hingga 80%. Hal ini tidak terlepas dari Pembatasan Sosial Berskala Besar (PSBB) yang menyulitkan customer berpergian ke toko maupun karyawan dalam menjalankan operasional bisnis. 

Perubahan pola konsumsi masyarakat yang mengandalkan online dan para pelaku bisnis yang bergantung pada aktivitas jarak jauh memberikan dampak terhadap industri ritel dalam memanfaatkan teknologi sistem informasi sebagai penunjang kegiatan bisnis. 

Transformasi digital tidak akan terjadi dalam waktu sehari atau dua hari, tetapi harus dilakukan secara bertahap dan menyeluruh.  

Oleh karena itu, bisnis yang ingin melakukan transformasi digital juga harus melakukan transformasi bisnis dengan melakukan perubahan terhadap operasional bisnis supaya bisa benar-benar selaras dengan perkembangan teknologi digital dan kebutuhan konsumen. 

Berbicara soal kebutuhan konsumen, bisnis pun harus mampu menempatkan diri mereka di posisi konsumen. Artinya, bisnis perlu memahami kira-kira apa saja hal yang dibutuhkan konsumen kini dan nanti.  

Selanjutnya, transformasi digital dalam sisi konsumen juga berarti adanya perubahan yang cukup signifikan perihal customer experience. Ini juga yang harus jadi perhatian para pelaku bisnis agar konsumen bisa tetap nyaman memakai produk atau jasa yang ditawarkan. 

4 Cara Adaptasi Industri Ritel di Era Digital

Solusi Industri Ritel: Customer Experience (Sumber: Freepik)

Pelaku retail yang cerdas bukan hanya tentang memiliki data yang tepat tetapi juga memiliki kemampuan untuk menerapkan data itu, bekerja lebih cerdas, dan memberikan hasil yang lebih baik bagi pelanggan. Agar tetap kompetitif, pelaku retail membutuhkan sistem untuk memanfaatkan teknologi mutakhir secara efektif dan nantinya dapat meningkatkan customer experience pelanggan mereka. 

Berikut empat cara dan jenis teknologi yang perlu diterapkan industri ritel untuk hadapi era digital dan mengoptimalkan customer experience, menurut Asosiasi Pengusaha Ritel Indonesia (APRINDO)

  1. Data yang Lebih Komprehensif

Dengan banyaknya platform penjualan yang digunakan, berarti ada banyak data yang bisa dikumpulkan dan dianalisis untuk lebih memahami pelanggan. Semakin banyak informasi yang terkumpul, Anda akan semakin mudah memahami target audiens mulai dari demografi, perilaku, kebiasaan, dan preferensi mereka. 

  1. Membuat Strategi untuk Audiens yang Spesifik

Dengan kemudahan untuk menganalisis data konsumen dan transaksi, Anda akan lebih mudah menyusun strategi yang tepat untuk tiap kelompok audiens.  

Misalnya untuk pelanggan yang sering membeli satu tipe produk, Anda bisa menambah stok barang yang tersedia di toko sehingga Anda bisa mendapatkan margin pendapatan yang lebih tinggi.  

  1. Infrastruktur IT Terintegrasi 

Mengintegrasikan berbagai infrastruktur IT memudahkan mengelola dan memantau penjualan di toko offline atau online lewat satu saluran.  

Apabila tadinya Anda harus memantau dan melayani transaksi satu per satu dengan platform yang berbeda-beda, dengan teknologi Anda bisa mengelolanya lewat satu saluran sehingga lebih efisien. Sehingga, Anda bisa melayani konsumen dengan lebih efektif tanpa memakan bayak waktu. 

  1. Berikan Pengalaman yang Lebih Menyenangkan Bagi Konsumen

Teknologi didesain untuk membantu memberikan pengalaman yang maksimal bagi konsumen. Saat ini, konsumen memiliki ekspektasi yang tinggi terhadap pengalaman berbelanja mereka. Mereka ingin bisa mencari produk yang ingin mereka beli dengan mudah dan tentunya aman untuk digunakan.  

Dari keempat cara tersebut Anda sudah paham bahwa peningkatan customer experience adalah syarat mutlak bagi industri ritel bertahan di era digital. Adopsi teknologi yang tepat menjadi penting bagi pelaku industri, berikut beberapa solusi yang bisa Anda gunakan untuk meningkatkan customer experience dengan sistem terintegrasi dan aman. 

Saatnya Gunakan Solusi dari Helios untuk Tingkatkan Customer Experience Industri Ritel Anda

Perencanaan dan penggunaan teknologi IT yang tepat dibutuhkan untuk menunjang kesuksesan bisnis ritel dalam meningkatkan customer experience di era digital. Berikut beberapa solusi dari Helios untuk meningkatkan performa bisnis retail Anda cepat dan tepat. 

Bundling Samsung Device & Helios Mobility Suites (HMS)

Mobility Device dari Samsung dapat menunjang aktifitas sales dan POS (Point of Sales) secara mobile guna meningkatkan customer experience, menunjang barcode scan support untuk akses database dan inventory checking. Helios Mobility Suites (HMS) dapat memberikan push notification katalog terbaru maupun training material ke semua toko Anda secara bersamaan. Pada area distribusi HMS juga menunjang kegiatan pada sales, driver dan collector untuk akurasi device tracking secara real time. 

Zero Trust Cloudflare 

Dengan adanya pengiriman data dari berbagai toko yang menggunakan internet dan juga ekspansi ritel ke e-commerce. Diperlukan proteksi jaringan internet WAF ZTNA dengan role base access untuk menghindari potensi malware, phising, dan serangan ransomware. Zero Trust Cloudflare akan melakukan autentikasi dan verifikasi terhadap semua traffic yang mencoba terhubung ke sistem sebelum memberikan akses. 

HPE Proliant DL325

HPE DL325 memiliki server performance besar untuk penyimpanan database dan stok barang. Solusi ini ditunjang dengan teknologi VDI agar penarikan dan penyimpanan data dapat tersentralisasi tanpa khawatir pengguna akses dari mana saja. 

Aruba Instant On 

Meningkatnya tren shifting penjualan online dan kebutuhan internet untuk ritel menjadi salah satu penunjang dalam bisnis. Penggunaan IoT yang dapat terhubung secara efisien dapat menjadi solusi untuk bisnis ritel Anda. Aruba Instant On memberikan kemudahan update secara real time stok barang di web atau aplikasi. Proses set up dan monitoring menjadi lebih mudah sehingga karyawan tiap cabang bisa mengatur stok barang secara lebih cepat dan efisien. 

Baca Juga: Penerapan Smart Hospital 4.0 Memasuki Era Endemi COVID-19

Helios, IT Solutions Provider untuk Industri Ritel di Indonesia

Saatnya tingkatkan customer experience yang baik di industri ritel Anda dengan solusi dari Helios yang memudahkan monitoring aktivitas bisnis ritel Anda, melihat performa penjualan para sales, collector, driver dan memberikan informasi stok barang di mana pun dan kapan pun, sehingga pelanggan Anda mendapatkan pelayanan prima. 

Dapatkan empat solusi tersebut di Helios Informatika Nusantara (HIN). Helios sebagai authorized partner Helios Mobility Suites (HMS), Cloudflare, HPE DL325 dan Aruba Instant On di Indonesia akan membantu perusahaan mulai dari tahap konsultasi, deployment, hingga dukungan after-sales.   

Tim IT profesional dan tersertifikasi Helios juga akan membantu Anda menghindari trial and error. Cari tahu lebih lanjut mengenai penerapan teknologi di industri ritel dengan menghubungi kami melalui info@helios.id

  

Penulis: Ary Adianto  

Content Writer CTI Group  

 

 

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TERMS & CONDITIONS

Welcome to Helios Informatika Nusantara!

These terms and conditions outline the rules and regulations for the use of Helios Informatika Nusantara’s Website, located at https://www.helios.id/.

By accessing this website we assume you accept these terms and conditions. Do not continue to use Helios Informatika Nusantara if you do not agree to take all of the terms and conditions stated on this page.

The following terminology applies to these Terms and Conditions, Privacy Statement and Disclaimer Notice and all Agreements: “Client”, “You” and “Your” refers to you, the person log on this website and compliant to the Company’s terms and conditions. “The Company”, “Ourselves”, “We”, “Our” and “Us”, refers to our Company. “Party”, “Parties”, or “Us”, refers to both the Client and ourselves. All terms refer to the offer, acceptance and consideration of payment necessary to undertake the process of our assistance to the Client in the most appropriate manner for the express purpose of meeting the Client’s needs in respect of provision of the Company’s stated services, in accordance with and subject to, prevailing law of id. Any use of the above terminology or other words in the singular, plural, capitalization and/or he/she or they, are taken as interchangeable and therefore as referring to same.

 

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We employ the use of cookies. By accessing Helios Informatika Nusantara, you agreed to use cookies in agreement with the Helios Informatika Nusantara’s Privacy Policy.

Most interactive websites use cookies to let us retrieve the user’s details for each visit. Cookies are used by our website to enable the functionality of certain areas to make it easier for people visiting our website. Some of our affiliate/advertising partners may also use cookies.

 

License

Unless otherwise stated, Helios Informatika Nusantara and/or its licensors own the intellectual property rights for all material on Helios Informatika Nusantara. All intellectual property rights are reserved. You may access this from Helios Informatika Nusantara for your own personal use subjected to restrictions set in these terms and conditions.

You must not:

  • Republish material from Helios Informatika Nusantara
  • Sell, rent or sub-license material from Helios Informatika Nusantara
  • Reproduce, duplicate or copy material from Helios Informatika Nusantara
  • Redistribute content from Helios Informatika Nusantara

This Agreement shall begin on the date hereof. Our Terms and Conditions were created with the help of the Terms and Conditions Generator.

Parts of this website offer an opportunity for users to post and exchange opinions and information in certain areas of the website. Helios Informatika Nusantara does not filter, edit, publish or review Comments prior to their presence on the website. Comments do not reflect the views and opinions of Helios Informatika Nusantara,its agents and/or affiliates. Comments reflect the views and opinions of the person who post their views and opinions. To the extent permitted by applicable laws, Helios Informatika Nusantara shall not be liable for the Comments or for any liability, damages or expenses caused and/or suffered as a result of any use of and/or posting of and/or appearance of the Comments on this website.

Helios Informatika Nusantara reserves the right to monitor all Comments and to remove any Comments which can be considered inappropriate, offensive or causes breach of these Terms and Conditions.

You warrant and represent that:

  • You are entitled to post the Comments on our website and have all necessary licenses and consents to do so;
  • The Comments do not invade any intellectual property right, including without limitation copyright, patent or trademark of any third party;
  • The Comments do not contain any defamatory, libelous, offensive, indecent or otherwise unlawful material which is an invasion of privacy
  • The Comments will not be used to solicit or promote business or custom or present commercial activities or unlawful activity.

You hereby grant Helios Informatika Nusantara a non-exclusive license to use, reproduce, edit and authorize others to use, reproduce and edit any of your Comments in any and all forms, formats or media.

 

Hyperlinking to our Content

The following organizations may link to our Website without prior written approval:

  • Government agencies;
  • Search engines;
  • News organizations;
  • Online directory distributors may link to our Website in the same manner as they hyperlink to the Websites of other listed businesses; and
  • System wide Accredited Businesses except soliciting non-profit organizations, charity shopping malls, and charity fundraising groups which may not hyperlink to our Web site.

These organizations may link to our home page, to publications or to other Website information so long as the link: (a) is not in any way deceptive; (b) does not falsely imply sponsorship, endorsement or approval of the linking party and its products and/or services; and (c) fits within the context of the linking party’s site.

We may consider and approve other link requests from the following types of organizations:

  • commonly-known consumer and/or business information sources;
  • dot.com community sites;
  • associations or other groups representing charities;
  • online directory distributors;
  • internet portals;
  • accounting, law and consulting firms; and
  • educational institutions and trade associations.

We will approve link requests from these organizations if we decide that: (a) the link would not make us look unfavorably to ourselves or to our accredited businesses; (b) the organization does not have any negative records with us; (c) the benefit to us from the visibility of the hyperlink compensates the absence of Helios Informatika Nusantara; and (d) the link is in the context of general resource information.

These organizations may link to our home page so long as the link: (a) is not in any way deceptive; (b) does not falsely imply sponsorship, endorsement or approval of the linking party and its products or services; and (c) fits within the context of the linking party’s site.

If you are one of the organizations listed in paragraph 2 above and are interested in linking to our website, you must inform us by sending an e-mail to Helios Informatika Nusantara. Please include your name, your organization name, contact information as well as the URL of your site, a list of any URLs from which you intend to link to our Website, and a list of the URLs on our site to which you would like to link. Wait 2-3 weeks for a response.

Approved organizations may hyperlink to our Website as follows:

  • By use of our corporate name; or
  • By use of the uniform resource locator being linked to; or
  • By use of any other description of our Website being linked to that makes sense within the context and format of content on the linking party’s site.

No use of Helios Informatika Nusantara’s logo or other artwork will be allowed for linking absent a trademark license agreement.

 

iFrames

Without prior approval and written permission, you may not create frames around our Webpages that alter in any way the visual presentation or appearance of our Website.

 

Content Liability

We shall not be hold responsible for any content that appears on your Website. You agree to protect and defend us against all claims that is rising on your Website. No link(s) should appear on any Website that may be interpreted as libelous, obscene or criminal, or which infringes, otherwise violates, or advocates the infringement or other violation of, any third party rights.

 

Reservation of Rights

We reserve the right to request that you remove all links or any particular link to our Website. You approve to immediately remove all links to our Website upon request. We also reserve the right to amen these terms and conditions and it’s linking policy at any time. By continuously linking to our Website, you agree to be bound to and follow these linking terms and conditions.

 

Removal of links from our website

If you find any link on our Website that is offensive for any reason, you are free to contact and inform us any moment. We will consider requests to remove links but we are not obligated to or so or to respond to you directly.

We do not ensure that the information on this website is correct, we do not warrant its completeness or accuracy; nor do we promise to ensure that the website remains available or that the material on the website is kept up to date.

 

Disclaimer

To the maximum extent permitted by applicable law, we exclude all representations, warranties and conditions relating to our website and the use of this website. Nothing in this disclaimer will:

  • limit or exclude our or your liability for death or personal injury;
  • limit or exclude our or your liability for fraud or fraudulent misrepresentation;
  • limit any of our or your liabilities in any way that is not permitted under applicable law; or
  • exclude any of our or your liabilities that may not be excluded under applicable law.

The limitations and prohibitions of liability set in this Section and elsewhere in this disclaimer: (a) are subject to the preceding paragraph; and (b) govern all liabilities arising under the disclaimer, including liabilities arising in contract, in tort and for breach of statutory duty.

As long as the website and the information and services on the website are provided free of charge, we will not be liable for any loss or damage of any nature.

PRIVACY POLICY

At PT Helios Informatika Nusantara, ensuring the privacy and security of your information is of utmost importance to us. As you navigate through our website, https://www.helios.id/, collectively referred to as this “Website”, we strive to create a safe and trustworthy environment for all users. This Privacy Policy establishes the terms governing your use of our website between you (“you” or “your”) and [Helios Informatika Nusantara]. By accessing our website, you acknowledge that you have reviewed, understood, and consent to be bound by this Privacy Policy.

Information We Collect

When utilizing or engaging with our Website, we may gather or receive various types of information, collectively referred to as “Information”, including but not limited to:

  1. “Personal Information,” such as your name, email, contact details, or any other personal content provided to us via forms on our website or other means of communication (e.g., email, phone, mail, etc.).
  2. “Technical Information,” such as browser type, operating system, device type, IP address, and similar technical data typically obtained automatically from browsers or devices when interacting with our Website. This may also encompass the referring URL that directed you to our website.
  3. “Usage Information,” such as the pages visited on our website, click activity, searches conducted, and other related data on how you have utilized our website. This category may also encompass details regarding your interaction with emails, including whether you opened, clicked on links, or received them.

We acknowledge that certain Technical Information or Usage Information may be considered personal data, either independently or when combined with other data, under various laws and jurisdictions. We are committed in handling such data in accordance with applicable laws and regulations.

The Methods We Use to Collect and Receive Information

Depending on the type of Information, we collect or receive it through various channelsincluding but not limited to the following conditions:

  1. When you voluntarily share Information with us. For instance, when you subscribe to our newsletter or fill out our online form to request contact.
  2. By using cookies and similar technologies. These technologies help us analyze how our Website is utilized and tailor content that is pertinent to you. They also assist in delivering more relevant advertisements on our own or third-party sites.
  3. Information obtained from third-party sources. This encompasses Information acquired through various business support tools and services we utilize, such as Website, analytics services, etc., as well as public sources like social media sites. We may merge the Information from these sources with other data we possess to maintain updated records and provide you with pertinent content.

The Purposes

We utilize Information for the following purposes:

  1. Processing your inquiries and responding to your requests, such as when you reach out to learn more about our products or services.
  2. Sending you information related to our services and products that we believe may be of interest to you, such as an invitation to our upcoming events, follow-up by WhatsApp blast and/or call, newsletters, or updates on products and services. These communications are sent to you either based on your explicit consent or when we have a legitimate interest in marketing our products and services. You always have the option to optout of receiving invitation, newsletters, and/or updates on products and services.
  3. Understanding how you interact with our Website and tailoring it to align with your interests, past actions, and preferences. We do this to enhance our Website, diagnose any issues, and improve your experience while navigating through them.
  4. Preventing fraud or harm to us or any third party, and ensuring the security of our network and services, which is in our legitimate interest.
  5. Complying with our legal obligations and exercising and enforcing our legal rights as necessary for PT Helios Informatika Nusantara.
  6. Utilizing certain third-party marketing and advertising networks to assist in marketing our products on our website and third-party Website.

Who We Share Information With

To facilitate our business operations and the functioning of our Website, we may disclose Information to various third parties, including:

  1. Our global branches and subsidiary companies.
  2. Third-party service providers aiding in the operation of our Website, such as hosting companies, recruitment platforms and agencies, payment processors, business management,and email distribution service providers, and similar service providers. These entities are authorized to use your personal information solely to provide these services to us.
  3. When compelled by law, such as to comply with court orders, search warrants, regulatory orders, subpoenas, and other lawful requests from public authorities, including those for national security or law enforcement purposes.
  4. Legal authorities, consultants, advisors, or service providers required to investigate, respond to, or prevent fraud, or to ensure the security of our network and services and safeguard the well-being of PT Helios Informatika Nusantara or the public.
  5. In the event of a merger and/or acquisition involving PT Helios Informatika Nusantara, Information may be transferred to the merging or acquiring entity, as well as to any advisors representing parties involved in discussions related to such merger or acquisition.
  6. Principal, resellers, partners, sponsors, or service providers acting on our behalf in conjunction with the offering of PT Helios Informatika Nusantara]’s products or services.
  7. Third-party marketing and advertising networks assisting in the promotion of our products on our Website and on third-party websites, such as Google for remarketing ads across the Internet.
  8. PT Helios Informatika Nusantara may also disclose general aggregate and anonymized information (e.g., statistical data) pertaining to the use of its Website.

Cross Border Data Transfers

  1. We may need to transfer Information to countries where we and/or our service providers operate. These countries may have different data protection laws compared to the country where the data originated, potentially offering different levels of protection. By using our Website, you consent to such transfers. In cases where applicable to the services provided, we will establish agreements with our service providers to ensure a level of privacy consistent with the terms of this policy.
  2. Regarding the collection, use, and retention of personal information transferred from Indonesia, please note that PT Helios Informatika Nusantara remains compliant with all relevant laws concerning such transfers.

Protecting Your Information

We aim to uphold top-tier security standards throughout our business operations. We have adopted suitable technical and organizational safeguards aligned with industry best practices. These safeguards are devised to prevent unauthorized access or unlawful handling of Personal Information and to mitigate the risk of accidental loss, destruction, or damage of such information. As part of these efforts, we have instituted several policies and procedures to guide us, covering aspects such as asset management, access control, physical security, personnel security, product security, cloud and network infrastructure security, third-party security, vulnerability management, security monitoring, and incident response.

Information Storage and Retention

We may store Information on both our own servers and those managed by third-party data hosting providers. As explained in Section 5 above (Cross Border Transfers), these servers may be situated globally. We will retain your Personal Information only for as long as necessary to fulfill the collection’s intended purpose. Additionally, we may retain your Personal Information for the duration required to pursue our legitimate business interests, address any legal claims, and ensure compliance with legal obligations. In instances where we utilize your information for direct marketing, we will retain your data until you choose to opt-out of receiving marketing materials; however, certain information may need to be retained to maintain a record of your request.

Modifications to This Policy

PT Helios Informatika Nusantara reserves the right to amend this Privacy Policy at any time. In the event of a significant change, we will provide notice on this page and/or adjacent to the link leading to this page. These updates will become effective immediately for new Information collected or provided from the date of the update, and within thirty (30) days for any Information collected or provided to PT Helios Informatika Nusantara prior to the update. If you do not agree to the terms of the revised policy, please contact our Legal Department using the contact details provided in Section 11 below. We encourage you to periodically review this page for any updates.

Your Choices

We offer you various options regarding the use of Information in relation to: (i) our marketing activities; and (ii) our utilization of cookies and similar technologies for interest-based advertising and website usage analysis

  1. You can choose to discontinue receiving our newsletter or marketing emails by following the unsubscribe instructions included in these emails, adjusting email preferences in your account settings page, or contacting us through https://www.helios.id/You can manage your preferences concerning our use of cookies and similar technologies, which are used to provide targeted interest-based advertisements and analyze your website usage, by referring to our Cookie Policy for guidance.
  2. Moreover, the laws in some jurisdictions may grant you various rights concerning our processing of certain Information. These rights may include:
    • The right to withdraw previously provided consent;
    • The right to access specific information about you that we process;
    • The right to rectify or update any Personal Information;
    • The right to request the erasure of certain Information;
    • The right to temporarily suspend our processing of certain Information;
    • The right to receive Information in a common machine-readable format;
    • The right to object to our processing of Information for direct marketing purposes or when we rely on legitimate interests as the lawful basis for processing your information; and
    • The right to file a complaint with the relevant data protection authority.

We will address your requests promptly. Please note that these rights may be subject to limitations under applicable law. For further information on these rights or to exercise them, please contact [Helios Informatika Nusantara] at: legal@computradetech.com.

Social Media and Third-Party Services

Our Website may include a blog with a ‘comments’ section and several social media features, such as a ‘share’ button or links to third-party websites and services like Facebook, X, YouTube, LinkedIn, and Instagram. When utilizing these features, certain information may be gathered by these third parties, such as your IP address or the specific page you are visiting on our website. Additionally, these third parties may set cookies to ensure the proper functioning of the features. Any data collected by these third parties is subject to their respective privacy policies. We encourage you to thoroughly review the privacy policies of these third parties.

Contacting Us

If you have any questions or concerns regarding this Website Privacy Policy, the information we collect, PT Helios Informatika Nusantara’s practices, or your interactions with the Website, please feel free to contact us. You can reach us via email at legal@computradetech.com or by physical mail addressed to: PT Helios Informatika Nusantara  Centennial Tower, 12th Floor Jl. Jend. Gatot Subroto Kav. 24-25 Jakarta 12930, Indonesia phone: +62 21 8062 22