Alva, the homegrown Indonesian lifestyle mobility firm, works closely with Google Cloud to boost customer experience, loyalty, and demand for its electric two-wheelers.
The company is leveraging Google Cloud’s AI-optimised infrastructure, and data cloud and AI technology to drive targeted innovation across four key pillars – advancing targeted R&D efforts, empowering customer service teams with personalised customer insights, improving the productivity of sales staff, and supercharging marketing efforts through the generation of locally-relevant content.
Purbaja Pantja, CEO of Alva, said their goal is to make one in every three electric two-wheelers in Indonesia an Alva vehicle within three to five years.
“Google Cloud’s data cloud and AI technology are critical to helping us derive data-backed insights that will inform R&D and experiences at every touchpoint in the customer journey, ultimately accelerating the adoption and demand for electric vehicles (EVs),” said Purbaja.
To lay the foundation for a data-backed approach to customer experience, ALVA uses Google Cloud’s unified data platform, BigQuery, to integrate structured and unstructured data across the organisation. Google Cloud’s open approach to data enables ALVA’s databases to connect with their external partners, bringing all relevant data into a single platform for visibility.
Also, the ease of using Google Cloud’s data cloud solutions has further enabled Alva’s business intelligence teams to reduce time spent developing plumbing code to access data in a meaningful way from 80% to approximately 25%.
ALVA can also integrate its data platform with AI models on Google Cloud’s enterprise AI platform, Vertex AI, to analyse and extract valuable insights to improve overall experiences for its customers. This includes the ability to extract data and insights from company-wide data, regardless of format or where it resides within the organisation, to answer questions about the business.
One key insight distilled from its unified data platform on Google Cloud that has informed R&D at Alva is riders’ EV charging anxiety.
“By integrating data silos across the organization in BigQuery, our R&D team can use AI to analyse common rider behaviour and how to address them in ways that not only delight riders but also advance our competitive advantage,” said Purbaja.
For instance, integrating Google Maps for navigation directly into the vehicle’s dashboard can improve rider safety as they no longer have to constantly shift their focus to external devices like mobile phones. Another use case that Alva is exploring involves empowering customer service teams with contextual clues on riders that support richer, more fulfilling conversations.
These could include data on riding behaviour derived from IoT sensors installed on Alva’s EVs, such as speed, acceleration, braking, gyroscope orientation, and distance travelled.
Alva is also looking at optimising employee experiences, specifically in the area of personalised marketing and sales with the power of AI-powered data analysis.
“Our collaboration with ALVA is a great demonstration of how leading-edge data analytics and AI can help businesses stay ahead of disruption,” said Fanly Tanto, Google Cloud country director in Indonesia.
