JAKARTA, Indonesia - VADS Indonesia in collaboration with BOTIKA held the # 1 Techno Insight event at MENARA by KIBAR, Cikini, Jakarta on February 27, 2019. To begin its inaugural event which was attended by more than 40 well-known companies in Jakarta, VADS Indonesia and BOTIKA took the theme "Leverage Artificial Intelligence to Improve Customer Experience ".
This event provides insight to business people, to improve their customer service by using Artificial Intelligence (AI). Based on the digital phenomena that are present today, conventional ways to interact with customers are often not enough, therefore AI technology can surface as a service solution that is currently favored by the public.
"During this time, customer service is more familiar with Customer Service via telephone or voice, now times have changed. Their behavior is more towards social media, chatting, etc. "said Sukkuriya, CEO of VADS Indonesia.
The behavior patterns of customers who prefer to talk through social media applications and chat, make businesspeople competing to follow the trend. AI, especially chatbot technology with that opportunity, can be a solution for business people, who need services for customers more quickly and efficiently.
"With AI technology, we hope that business people can take advantage of the phenomenon of social media to boost their services. And I hope that with this innovation, it can accommodate companies in providing the best experience and services to customers, "said Deddy Hermansyah, Chief of Marketing for VADS Indonesia.
Although human-based services are considered more capable of solving complex customer problems, AI is not exactly worthy of being seen as a technology that is replacing human power massively. On the contrary, AI can help companies intelligently and tactically, to better understand customer needs in seconds.
Ditto Anindita, as the Founder and CEO of BOTIKA, also added, "Business people in the 4.0 era who began to transform using AI, will be able to get a more comprehensive output on customer behavior trends. The output is certainly the main key for business people, to better understand and improve excellent service for their customers. "
Techno Insight # 1 is also questioning the development of AI technology that has high prospects, to be present amid the rapid technological advances in Indonesia. Apart from the behavior patterns of customers who changed from conventional to digital, some children from AI technology such as chatbot, voice recognition, image recognition, virtual assistants to smart speakers, have even been developed by young people in Indonesia.
"We hope that business people in Indonesia will begin to see AI, especially chatbot, as an opportunity to improve their services to customers. The more we know specifically what is needed by the customer, the higher the customer satisfaction with the company, "concluded Ditto.
TRANSFORMATION TO DIGITAL ERA
Business continuity in the future highly depends on customer services in this digital era as well as in the future. PT VADS Indonesia provide a solution through experience for the next generation customer.
Customers' demand on product or services includes means of interaction.In this case, it is a personal contact center. Customers want to be served with their own styles and ways. A more personal contact center will be more interesting for customers.
With the demand on personalized experience, PT VADS Indonesia held a sharing session entitled: Delivering Next Generation Customer Experience, in the the Hook Resto, Kebayoran Baru, South Jakarta on 8 August 2018. There are new solutions offered by PT. VADS Indonesia called Omni-Channel, Social Media Analytics and Market Leader CRM.
“With omni-channel, customers are able to personalize their experience through channels such as email, web chat, instant messenger,or social media,” said President Director PT VADS Indonesia, Aurelius Anthony, at the opening ceremony of the sharing session.
As a BPO (Business Process Outsourcing) company, PT. VADS Indonesia has made a digital transformation in their business process such as Digital Recruitment (for digital talent recruitment in Social Media, Email and Chat services) as well as E-Learning application and process in knowledge transfer acceleration, anywhere and anytime. Chief Marketing Office, Deddy S Hermansyah, stated that a transformation was taken since all business is heading to a digital era in the future. “Previously, a contact center serves only as a call center (voice). In digital era, everything transforms into contact center services with digital solutions. This is where PT VADS Indonesia takes the role as One Stop Solution to assist its clients to adapt and to support the clients’ digital transformation in the future in order to provide new seamless customer experiences, “ said Deddy S Hermansyah.
At the sharing session, PT VADS Indonesia also introduced two new partners which would support PT VADS Indonesia into a contact center service provider with digital solution. They are Berkshire Media and Zendesk.
Berkshire Media is a partner which provides tools in social analytics. These tools make an accurate analysis on customers’ behavior. Meanwhile Zendesk is a leading SaaS-base customer service and engagement platform. Zendesk's suite of products enables omnichannel customer service that is reliable, flexible and scalable to help businesses provide the seamless support their customers expect.
Shahid Shaaya, founder & CEO of Berkshire Media, explained that around 80% from 270 million of Indonesia’s population was active in social media. This is important in carrying out the social analytic since the data can be analyzed and formulated into a business strategy. “Furthermore, the data can be used in analyzing customers’ loyalty and satisfaction. This is important for a positive perception of a brand,” said Shahid Shaaya.
Aside from Berkshire Media having social media analytics solutions, PT VADS Indonesia is in partner with Zendesk to support the acceleration of digital transformation.
Christopher Chong, Channel Sales Manager of Zendesk Asia Pacific said that today's brands are using Zendesk to help transform customer support from a cost center to a profit center. Zendesk can also be implemented quickly in order to see return on investment faster. "Customer experience is becoming as important as your product or service. In fact, more than 80 percent of your customers are likely to defect to another brand as a result of poor customer service. Brands using Zendesk are able to see a return on their investment in a matter of weeks, which means their business can grow faster," said Chris.
This is similar to a testimony by Halo BCA as one of their clients. “We, BCA especially Halo BCA, choose VADS due to its high quality of human resources by considering that BCA’s duties are growing. Further more, we have the target to increase the status from a Call Center into a Contact Center. Now, we even want to be a Profit Center,” said Nathalya Wani Sabu,Head of Digital Division Halo BCA.
“In the future, we hope that VADS is able to give a more customer insight and digitalized value added. We hope VADS could assist us in other fields than human resources, “said Cut Noosy, Country Head of Customer Experience Grab Indonesia
“VADS has assisted us in transforming from a traditional channel to a digital channel that makes us closer to customer,” said Ranni Santi, Head of Customer Care Department PT Palyja.(adv)
The Rapid development of technology and digital world brings a lot of change to human life aspect, including in delivering of contact center services. Regarding to this, PT VADS Indonesia, focusing on the outsourcing contact center service clearly recognized.
In response of situation, PT VADS successfully developed a breakthrough with their Omni-Channel model. With the new system, it’s expected that all stakeholder of PT VADS Indonesia could be satisfied.
To strengthen the campaign and the products, PT VADS Indonesia held one-day seminar entitled: Building Customer Experience in Increasing Public Service Quality, on August 15, 2017, in JW Marriot Hotel, Mega Kuningan Jakarta. This event was specially designed to invite the audience from government and state-owned enterprise.
“By Omni-channel, we can view the profile of the customer in detail. In this digital era, customer was not only voice, but also active in digital channel,” Deddy Hermansyah, Chief Marketing Officer of PT VADS Indonesia said.
One of the new system introduced through that event was ‘Crawling’. “The system can provide the customer’s activity in social media in detail. By the innovation, it’s expected to response the complaints very quickly with the right solution,” Deddy Hermansyah added.
Many new innovations developed by PT VADS Indonesia were appreciated by BPJS (social insurance administration organization) Ketenagakerjaan , as one of their clients. With 49,1 million participants, BPJS Ketenagakerjaan was seeking the different service to meet their customer. PT VADS Indonesia delivered the special service named 3C (collection contact center) with three channels: voice, email and SMS.
“It’s impossible to serve one by one. The proper contact center is easy to access, quick response, giving fast solutions. Thank to PT VADS Indonesia, our collection is increasing, especially in micro business sector,” Zainudin, Head of Division Participant Managing of BPJS Ketenagakerjaan said.
With their topnotch service, PT VADS Indonesia was trusted by many enterprises both private or state-owned. Now, PT VADS Indonesia handled 69 projects with 50 clients.
The compliment is also delivered by Rela Ginting, Deputy Director of Customer Service, Department of Customer Protection of Financial services authority (OJK). “PT VADS Indonesia commits to hand the enterprises in managing contact center properly,” Rela Ginting said.
The Ministry of Communication and Information Technology and information also recognized the achievement of PT VADS Indonesia as the enterprise providing number one contact center. “There are two things to perceive toward the cooperation’s of Ministry Communication and Information Technology with PT VADS Indonesia. First, the minister gives the permit of regulation, and PT VADS Indonesia is the client, after winning the tender,” Iskandar, Head of Sub directorate of call center said.
Next, PT VADS Indonesia would always deliver their best service to clients and customers. “We are ready to go international. Indonesia resources are qualified as well,” Deddy Hermansyah closed his speech.
A professional Contact Center to engage with customer has been an important part in a business. Today, Contact Center is not merely a Call Center to receive phone calls and complaint from customer. In the midst of digital era, Contact Center industry has been growing fast. Contact Center has become a new Pendapatan Generator or Profit Center for the company.
In financial services industry, Contact Center has been a necessity. The Financial Services Authority (OJK) Regulation Number 1/POJK.07/2013 concerning Customer Protection in Financial Services Sector states that the financial services providers should carry out the mechanism of the settlement of complaints. Therefore, the financial services providers are required to have a unit or special function for the settlement of the complaint.
In the framework of customer protection, one of the principles is to treat customer fairly through the settlement of complaint. “The presence of Contact Center is a need for financial services sector to improve the services to customer as well as to improve the company’s image. Moreover, trust is very essential in finance services industry,” said Rela Ginting, Deputy Director of Customer Services 2, Directorate of Customer Services OJK.
Regarding this, PT VADS Indonesia as the expert in Business Process Outsourcing (BPO) industry in the country will not stop to educate the market. On May 3rd, 2017, PT VADS Indonesia held an annual seminar entitled “Contact Center Managed Service in Financial Services Industry” at Ritz-Carlton Hotel Mega Kuningan, Jakarta.
The event was attended by competent speakers. They were Rela Ginting (Deputy Director of Customer Services, OJK), Wani Sabu (Head of Halo BCA), Legowo Kusumonegoro (President Director of PT Manulife Asset Management Indonesia/MAMI), and Rully Hariwinata (Head of Mobile & OTT Wallet, Indosat Ooredoo). Halo BCA and MAMI are PT VADS Indonesia’s clients. The participants coming to the seminar are reputable companies in Indonesia finance industry such as BRI, Bank Danamon, Asuransi Bumiputera, Rabobank, Mandiri Tunas Finance, Manulife, ACA, etc.
According to Aulerius Anthony, President Director of PT VADS Indonesia, his company is currently entering the 9th year in serving the clients from various industries including telecommunication, finance, e-commerce, hospitals, and government institutions. The services by VADS Berhad Malaysia subsidiary are varied including Contact Center Service Solution, Customer Service Learning Center, Human Capital Management, Social Media Service, as well as Information and Communication Technology (ICT) Service Solution. “Besides BPO, we also have ICT services,” he said.
All these services are to support the partners’ needs to improve their business performance. It matches with PT VADS Indonesia’s tagline: If You shine, I shine too. It means that if the partners’ business are developing then the performance of PT VADS Indonesia will be growing too. “We as a partner are trying our best to improve the clients’ business through Contact Center. It supports Customer Experience which currently becomes a topic and trend in Contact Center sector. Also, we have implemented Omni-channel services,” said Deddy Hermansyah, Chief Marketing Officer PT VADS Indonesia.
Along with the current development of digital era, there has been a shift in Contact Center industry from Multichannel into Omni-channel. Omni-channel is the most updated solution from Contact Center since this solution is in one platform (one application) to all communication channels such as video call, voice, email, live chat, and social media (Facebook, Twitter, Instagram). Omni-channel is considered as a more effective and efficient solution to respond to customers complaint promptly.
PT VADS Indonesia is ready to support financial services companies to follow the current trend of Contact Center in line with the effort to manage and improve quality in banking services and to comply with OJK. In banking data confidentiality side, PT VADS Indonesia with services standard audited by OJK, has complied to serve the banking sector with three security levels namely physical security, data security, and network security.
In services side, PT VADS Indonesia has fulfilled certification on Customer Operation Performance Center (COPC) as an international standard in BPO services. Moreover, PT VADS Indonesia has achieved “Best for BPO Services – Indonesia” from APAC Maritime & Shipping Award 2016 for Asia Pacific.
Besides that, PT VADS Indonesia also has ICT services to improve Omni-channel technology of all non voice services to be integrated to further diagnose customers profile and to better analyze customers. Thus, all information required by the customer could be responded promptly. “For Financial Services Industry, we are ready to assist the clients, both the existing clients and the candidates to welcome Financial Technology (FinTech) era since everything is now digital and seamless,” said Deddy.
Meanwhile, Wani Sabu said that Halo BCA has conducted an innovation to improve its services. “For innovation, we should be in partner. And for Contact Center, we are being supported by PT VADS Indonesia,” she said. For innovation, it is not merely purchasing information technology (IT) devices, but it is more important on how to manage it. For customer services in social media including the human resources and the business process, Halo BCA is in partner with by PT VADS Indonesia. “We are the one who prepare the key performance indicator, “she said.
Legowo Kusumonegoro, President Director MAMI, explained that after his company was in partner with PT VADS Indonesia for Contact Center services such as telephone, facsimile, and email, this investment manager company received many advantages. The most obvious advantage is that MAMI has been able to reach wider market through Contact Center. Its investors have been increasing and the business performance has been improving. “The number of MAMI’s mutual fund investors is 185 thousand. The managing fund has also increased 15.5% from IDR 44.6 trillion in 2015 into IDR 51.5 trillion in 2016,” he said.
The business development in Indonesia is closely related with the role of contact center as the vanguard of customer services. Contact Center is considered to be able to bridge and give solution on customer issues. As one of the experienced contact center services providers, PT VADS Indonesia realizes the importance of innovation to survive and grow in the midst of competition.
Not just stop in customer experience, PT VADS Indonesia has also made several breakthroughs and innovations by helping customer to transform into the digital era. One of them is in the form of Omni-channel. It is a support through multi channel in a single platform in which the contact center does not only use voice channel but also non voice channel such as Facebook, Twitter, email, live chat and Instagram. It is aimed to cope with digital shift and to give a fast response to customer needs.
PT VADS Indonesia realizes that customer’s need is a priority. With the experience of serving more than 50 companies in various industries including government, telecommunication, banking, insurance, hospital and e-commerce, PT VADS Indonesia has consistently implemented its motto as well as its strategy entitled “If You shine, I shine too” to each customer. This strategy explains that PT VADS Indonesia definitely puts concern and is responsible to each customer’s business and indirectly contributes to support the business.
Deddy S. Hermansyah, Chief Marketing Officer PT VADS Indonesia, in the sharing session“Develop & Share Your Customer Experience” held in JS Luwansa Hotel Kuningan on February 21st 2017 reiterated that PT VADS Indonesia is committed to give the best. In this event, Deddy shared the story on how PT VADS Indonesia was able to manage various industries. “We have the experience in human resources side. We also have a learning center. Thus, it is not an issue to manage any kind of industries,” said Deddy.
PT VADS Indonesia’s customer is growing significantly. In the end of 2016, the number of customer has doubled from the previous year. It is a great achievement which shows that PT VADS Indonesia is able to meet various business demands. With the increasing number of PT VADS Indonesia’s customer, the agents who are usually called Customer Engagement Champion (CEC) are prepared based on customer demand. CEC is trained with various abilities trough training to be part of the company business development.
A number of awards to PT VADS Indonesia have colored its journey. One of the latest awards is “Best for BPO Services – Indonesia” from APAC Maritime & Shipping Awards 2016 for Asia Pacific level. This has definitely triggered PT VADS Indonesia to deliver better services to customer and to indirectly attract other customer candidates to be PT VADS Indonesia’s clients.
One of PT VADS Indonesia’s customers which have joined as a client recently is Grab Indonesia. It is an e-commerce start up which grows fast. As mentioned by Cut Noosy, Country Head of Customer Experience, Grab Indonesia has enjoyed the advantages for being in partner with PT VADS Indonesia. Previously, customer issues are handled internally. After being in cooperation with PT VADS Indonesia, Grab Indonesia has received helps to manage risk issues. “With the presence of VADS, we can stay more focused on strategic issues to accelerate the company’s goals. VADS has done what has become its expertise,” said Cut Noosy.
Call center business requires sufficient handling and ability. Once it is handled wrongly, then the business will collapse. As stated by Benyamin Sura, Director of Telecommunications of Directorate General of Post and Information Technology (PPI) Ministry of Communications and Information Technology (Kominfo), there were many contact center services providers in Indonesia. However they did not survive in facing the competition.
The government has taken its role as a regulator to manage call center business to grow well and not to be monopolized by certain party. Thus, Directorate General of Post and Information Technology of the Ministry of Communications and Information Technology (PPI) will reorganize the business to be more efficient and effective.
PT VADS Indonesia is one of contact center services providers which comply and follow the government’s regulations. Therefrom, there is no need for the clients to be worry. With its experience and abilities, PT VADS is ready to answer all challenges.
The current technology transformation in digital era is promoting a new innovation in Contact Center industry from Voice Channel to Multichannel. Today, it is transforming into Omnichannel. PT VADS Indonesia is ready to come up with innovations in transformation era to provide its best services in improving Customer Experience to partners and end users or customer.
Entering its 8th year, PT VADS Indonesia has been educating on the latest development of Contact Center business. In end of August at Ritz Carlton Hotel Jakarta, executives from various banking industries had the opportunity to hear updates on Contact Center in the digital transformation era from PT VADS Indonesia. Those executives were from Bank Rakyat Indonesia, Citibank, OCBC, DBS, Rabobank, Bank Muamalat, Bank National Nobu, Asuransi Prudential, AXA, and others. The event was also attended by PT VADS Indonesia’s partners such as Bank BCA, Bank KEB Hana Indonesia, Cigna Insurance, Manulife, Commonwealth-Life, Asuransi Raya, Central Asia Raya, and others.
With the tagline of “Make Your Business Easier”, PT VADS Indonesia keeps doing and creating new innovations in Contact Center services. One of them is by developing digital solution along with the development of digital era. In this era, there has been a shift in Contact Center industry from Multichannel into Omnichannel. Omnichannel is the most updated solution from Contact Center since this solution is using one platform (one application) for all communication channels such as email, voice, video call, social media and other non voice channels. Meanwhile, multichannel uses many platforMS (applications). Omnichannel is also a more effective and efficient to respond to customer’s complaint promptly in a single platform (one application).
According to Aulerius Anthony, President Director of PT VADS Indonesia, Omnichannel has enabled all communication channels with customer in social media such as Twitter, Facebook and others to be in one application. In fact, it is more effective. With omnichannel, it is easier for the company’s Customer Service to find out the experience journey from the profile of customer making the complaints through social media and to carry out the solution as well. As the impact, customer’s complaint through voice channel (telephone) is declining since the complaints are sent through the customer’s gadget. “There is a shift from voice to digital. By this, it is more practical,” said Anthony while explaining that this was the first transformation in Contact Center business in the digital era.
With Omnichannel solution, the customer’s complaints can be responded quickly since Customer Service in Contact Center & Walk in Center can interact and conduct escalation process promptly to Subject Matter Expert (SME) or experts in the company. The experts can easily access through Gadget, Smartphone, and Internet even if they are abroad. “Result & Benefit of Omnichannel technology may increase First Contact Resolution (FCR) with the final goal to improve a positive Customer Experience,” said Deddy S. Hermansyah, Chief Marketing Officer PT VADS Indonesia.
The second transformation in Contact Center business is Information and Communications Technology (ICT) services to welcome Cloud era. There is an interesting thing in Cloud services. It is B2B application solution with pay-per-use business model namely Marketplace. “We have started this service this year,” explained Anthony.
Despite of the development of Contact Center business, it is no need for PT VADS Indonesia’s partners which are planning to develop Omnichannel or ICT solution to spend capital expenditure to buy new devices. They only need to use the existing devices and then upgrade the devices. “We have provided all services supported by PT VADS Indonesia’s human resources with the expertise in their fields and also by VADS Group Malaysia,” said Anthony.
Meanwhile, Nathalya Wani Sabu, Head of Halo BCA, confessed her satisfaction on PT VADS Indonesia’s services to BCA. According to Nathalya Wani Sabu, PT VADS Indonesia is managed by experts in Contact Center industry. The experience of PT VADS Indonesia in Inbound and Outbound (Teleservices) is not only locally but regionally and internationally. “We are very happy with PT VADS Indonesia which treats us not only as a partner but also as a best friend. Thus, the relationship is even deeper,” said Wani with a smile.
Besides BCA, other partner which confessed to be satisfied with PT VADS Indonesia is Lee Hwa Soo, CEO Bank KEB Hana Indonesia. According to Lee, KEB Hana Bank has been in partner with PT VADS Indonesia for more than three years. They have enjoyed its direct benefits in developing the business and elevating its rating in banking industry. “PT VADS Indonesia is very quick and sincere in responding our needs. They also have good solution that makes us and our agents feel satisfied,” said Lee.
Indeed, customer satisfaction has become the target of PT VADS Indonesia to support the business of its partners. It is in line with its spirit and motto which says “If you shine, I shine too”.