Started on 2002, attention was paid to optimizing customer service in the back office as well as Front Liner. The implementation of CTI/CRM (Computer Telephony Integrated/Customer Relationship Management) provided facilities for integrating and archiving all communication between the Company and the Customer, whether by voice, e-mail, fax or web based messaging. This included the implementation of a Performance Management and Fault Management System, which enables central monitoring of network performance, as the first stage towards an Integrated Network Management System (NMS). Other office systems, especially those involving billing and Collection, were streamlined for speed and efficiency.

Customer satisfaction often determines whether an internet services provider succeeds or fails. INDOSATM2's "Committed to Perfection" motto ensures that full customer satisfaction is maintained under any conditions.