On August 9, 2023, PT VADS Indonesia successfully held a Workshop for Leaders which was held at the JS Luwansa Hotel and Convention Center. The event with the theme "Transformation of CX in the Digital Era" managed to attract the attention of more than 50 participants from various companies with various industries. The major transformations brought about by the digital era have had a significant impact, including on the way customers interact with companies and brands. Now, customer experience has become the main point in creating a competitive advantage and building strong loyalty.
The fast and dynamic digital era has created ever higher expectations from customers for the products and services they enjoy. A seamless, personal, and relevant experience in every interaction with the company is an inevitable demand. In this view, adapting to these changes is not just a choice, but a necessity. Technology and digitization have brought not only new opportunities but also new challenges in creating great customer experiences.
In order to wisely address these changes, PT VADS Indonesia held a Workshop for Leaders as a forum to explore strategies for dealing with these changes and provide an unforgettable customer experience. This event allows participants to discuss and hear first-hand experiences from industry leaders, especially Ms. Tine E. Effendy, Vice President of Customer Satisfaction at Bukalapak who has shared her knowledge and experience on effective strategies to achieve customer experience transformation.
In his remarks, the CEO of PT VADS Indonesia, Saravanan Belusami, said, "I believe that transforming the customer experience is a journey that requires commitment and hard work from every individual or organization involved. Therefore, let's take this opportunity to collaborate and share knowledge so that we can create innovative and relevant steps in dealing with existing challenges and opportunities, in order to provide an extraordinary customer experience."
This event also presents experience-sharing sessions in terms of technology and solutions, Deddy Hermansyah (Chief of Marketing & Sales Officer) and Firdaus Nur Dwi Fahmi (Chief IT & Digital Officer) representing VADS Indonesia to share processes in achieving superior customer experience.
It didn't stop there, the Workshop for Leaders also provided discussion sessions for participants, discussing various case studies such as discussions on outbound strategies, management of field service systems, and social media analytics. This is a valuable opportunity for participants to interact directly, exchange ideas, and understand the implementation of the concepts discussed.
Through the Workshop for Leaders with the theme "Transformation of CX in The Digital Era", PT VADS Indonesia has opened doors for industry leaders to understand and face the challenges and opportunities the digital era offers. With the spirit of collaboration and knowledge sharing, it is hoped that companies and leaders can jointly create extraordinary customer experiences and build success in facing the changes in CX transformation in the digital era.
Jakarta, 16 March 2023 – PT. VADS Indonesia again held the 2023 Client Gathering event with the theme "The Future is Here: Improve your Contact Center in 2023". At this event, PT VADS Indonesia focused on how technology can improve contact center services and provide a better digital experience for its customers. The event, which was held at one of the prestigious restaurants in South Jakarta, is also a place to strengthen relationships with clients and to thank PT VADS Indonesia for the loyalty and trust that has been given. In addition, PT VADS Indonesia also introduced other solutions such as Customer Experience Automation, which can improve service efficiency and quality through the use of technology such as inbound and outbound contact center automation, predictive, omnichannel + AI, live chatbots, WhatsApp, and beyond. BPO solutions. PT VADS Indonesia hopes that these solutions can have a positive impact on clients and help them transform into an increasingly advanced and reliable digital era.
This event presented 4 speakers who were experienced and competent in their fields, namely: Philip Joseph (Senior Vice President of Customer Experience & Service Operation Indosat Ooredoo Hutchison), Windy Andale (Vice President of Customer Services PT ASDP Indonesia Ferry), Anna Novy Handayani (Division Head Mandiri Inhealth Customer Service), and Nico Herry Janto (Head of KRING Tax, Directorate General of Taxes, Ministry of Finance of the Republic of Indonesia). The four speakers shared their experiences and projections for facing 2023 in a panel discussion that was attended by more than 30 well-known companies, including telecommunication companies, government, e-commerce, banking, and others, who are users of PT VADS Indonesia's services.
At the event, Deddy Hermansyah, Chief Marketing and Sales Officer of PT VADS Indonesia explained research from Gartner and the Asia Pacific BPO Association regarding the trending customer experience (CX) in the future, namely:
- Artificial Intelligence and Machine Learning, where CX's ability not only answers consumer problems but can also predict consumer behavior and needs based on journey and personalization.
- Human Centric CX Design, CX design to make every interaction easy (seamless) and automation in accelerating questions and answers from every interaction with consumers in order to provide a closer (meaningful) relationship.
- Total experience (TX), is a synchronization of the 3 pillars namely people, process, and technology to provide better solutions and collaboration.
- The use of omnichannel, connecting both digital and traditional channels in one platform and studying the journey of consumers to minimize friction in CX and make a seamless omnichannel.
- Metaverse in CX is a new breakthrough in CX services where consumers can experience, try, as well as discuss directly with SME (subject master expert) so as to provide an unforgettable experience.
"These five trends are in line with the changes that have occurred in designing new solutions which have become the flagship solution (Beyond BPO) at PT VADS Indonesia. These solutions have been implemented for several strategic clients in responding to the challenges and needs of CX in the future.”, said Deddy Hermanyah, “As a good partner, PT VADS Indonesia is very responsive and flexible in providing services in all conditions. This quality makes clients loyal in cooperating with PT VADS Indonesia, and some have even worked together for more than 10 years.", he continued
In early 2023, PT VADS Indonesia received an award from Indosat Ooredoo Hutchison as The Best CX Partner 2022, and 35 other awards both nationally and globally, such as from ICCA, Stellar Award, Frost and Sullivan, CCW, and others. PT VADS Indonesia also conducts surveys through third parties from year to year to measure the level of satisfaction and performance (NPS and CSAT) of its clients. The research results show an increase of 10 points to 40 in NPS and an increase of 6 points to 98% in CSAT. This increase occurred in several aspects, such as good communication, responsiveness, good service, efficiency, performance as needed, and service readiness.
"The awards we have received and the NPS and CSAT achievements that have increased in 2022 are not a reason for PT VADS Indonesia to be complacent. All of this will trigger us to further improve our services, update solutions that are trending in the market according to the vertical industry, and bring convenience to our clients to be more advanced and competitive in the future” Closed Deddy Hermansyah at the PT Client Gathering event VADS Indonesia.
FSI Seminar 2022 VADS Indonesia "Maximizing the Role of Automation for a More Effective and Efficient Customer Experience"
Jakarta, 6 December 2022 – PT. VADS Indonesia held the 2022 FSI Seminar with the theme "Maximizing the Role of Automation for a More Effective and Efficient Customer Experience". At this annual seminar, PT VADS Indonesia is working with Gleematic and Exotel to share knowledge and strategies on how to improve customer experience by utilizing technology, especially in the financial industry sector.
The event which was attended by 45 well-known companies from the financial industry such as Commonwealth Bank, Bank DKI, Bank Syariah Indonesia, Bank BCA, Seabank, Dompet Dhuafa and others, some of which are clients of PT. VADS Indonesia presents 5 experienced and competent speakers, both from regulators, the financial industry and consumer services. The speaker who is also a client of PT. The Indonesian VADS are Nufransa Wira Sakti, Expert Staff to the Minister of Finance for Tax Oversight at the Ministry of Finance of the Republic of Indonesia, Ruly Widyanto, Multiguna Division Head Mandiri Tunas Finance, Vitri Ani, Head of Operations Nanovest, Christopher Lim, Founder/CEO of Gleematic AI, and Raman, Exotel Head of International Marketing.
Saravanan Belusami, CEO of PT VADS Indonesia opened the event by telling the evolution of the customer experience that departed from traditional call centers around the 1990s, multichannel in the 2000s, omnichannel in early 2010, proactive service in late 2010, up to now with robotic customers. experience. "We must always keep up with technological developments by adapting immediately and not being left behind in providing services. Evidenced by online registration (e-KYC) in the financial industry such as banking, fintech and e-commerce which makes it easier, faster and more efficient.", he continued.
In addition, Deddy Hermansyah, Chief Marketing & Sales Officer of PT VADS Indonesia, explained that automation will shorten data processing, predictable physical activities and data collection by up to 70-75%. Research from McKinsey predicts that 15% of the global workforce will be replaced by automation. Although we also have to pay attention that many developing countries with young generations like Indonesia will experience an increase in the need for employment.
This automation is one of the superior solutions by VADS Indonesia in increasing the trust of clients and prospective clients. "With automation in the Customer Experience, it will reduce the error rate from humans. Everything will be more accurate and consistent, improve customer experience, as well as better operational visibility," said Deddy Hermansyah. He also explained about artificial intelligence (AI) and robotic process automation (RPA) which are used for online registration (e-KYC) processes via video calls, chatbots, voicebots, data processing, collection, inventory, and others.
PT VADS Indonesia's chatbot development is based on AI, natural language processing (NLP), and Machine Learning which makes first contact resolution easier, faster and more efficient. The chatbot has been implemented in several PT VADS clients in the manufacturing, pharmaceutical and telecommunications sectors with a hybrid model (bot + live agent), so that every interaction can be completed at the bot and live agent level. "In today's digital era, we know that a lot of conventional banks are transforming into digital banks, where our clients use full outsourced solutions where the premises, systems and operations are all provided by PT VADS Indonesia. Clients and customers don't need to worry, because we are ISO 27001:2013 and PCI DSS certified regarding confidentiality and reliable data security for transactions using credit cards," said Deddy Hermansyah. "Apart from that, PT VADS also has ISO 9001:2015 for operational management and what will be coming soon is ISO 37001:2016 regarding anti-bribery. We also provide the latest value added such as learning management system (LMS), knowledge management system (KMS), and quality monitoring system (QMS) to improve CEC performance, productivity, and customer satisfaction quality score (CSAT) and net promoter score (NPS). ”
It should be mentioned, in September 2022, PT VADS Indonesia won the "Best Stellar Workplace Award for Small Employee" and "Stellar Workplace Recognition in Employee Commitment & Satisfaction" awards from the Stellar Workplace Award DX 2022. In addition, PT VADS Indonesia also received an award at the Best Contact Center Indonesia 2022 event in the category "The Best Technology Innovation". This was obtained for the support and trust of clients who have used their customer service for PT VADS Indonesia.
VADS Indonesia Government Seminar 2022 "Increase Customer Satisfaction by Optimizing Digital Public Services"
Jakarta, 31 August 2022 – PT. VADS Indonesia again held the 2022 Government Seminar with the theme "Increase Customer Satisfaction by Optimizing Digital Public Services". This seminar is an annual activity of PT. VADS Indonesia with the aim of sharing knowledge and strategies on how to improve public services in each unit or institution through digital media, especially in government.
This seminar presents speakers who are experts and competent in their fields ranging from regulators as well as practitioners who provide important insights on how to increase customer satisfaction by optimizing public services digitally such as Marvels P. Situmorang, Director of Broadband Development of the Ministry of Communications and Informatics of the Republic of Indonesia, Simon Charlie, Head of Operations Management of the Pre-Employment Card Organizer, Ginanjar Endra Prasetiyo, Head of Operational Section for the Financial Services Authority's Consumer Services, and Evasari Sitorus, Managing Director of Dataxet Sonar.
"Based on the survey results, problems, and challenges from McKinsey 2019, there are 3 main issues that are often faced by operators in both the commercial and government sectors in improving digital service results, namely:
1. Acceleration of service waiting time
2. Increase customer confidence
3. Reducing customer dissatisfaction
These three main problems have been answered by PT VADS Indonesia by presenting solutions such as voicebot services, chatbots, whatsapp bots, omnichannel, and Robotic Process Automation (RPA) to speed up services on digital channels and turnaround time (TAT). Then to increase customer trust and customer satisfaction, we also present value added such as Learning Management System (LMS), Quality Monitoring System (QMS), data security and confidentiality services in accordance with ISO 27001: 2013, PCI DSS, customer survey services (CSAT and NPS), and the Center of Excellence (COE). “ said Deddy Hermansyah, Chief Marketing Officer of PT VADS Indonesia.
The solutions mentioned above have been implemented by our clients in various sectors of government, banking, e-commerce, and telecommunications. And provide service improvements in terms of performance, targets, and customer satisfaction. This is proven by the loyalty of our customers who are still using the services of PT VADS Indonesia for more than 5-13 years.
Even in this umpteenth session, we updated our latest solutions and VADS Transformation which consists of 5 pillars namely VADS Academy, VADS ICT, VADS COE, VADS Digital, and VADS Analytics. For VADS Digital, we provide smart solutions such as smart retail, smart building, smart water information management, digital workspace, metaverse solutions, and 3D data technology. Deddy Hermansyah added that these five pillars of transformation are carried out to support and accelerate digital transformation services for our clients and potential clients. As President Joko Widodo has stated through his official Twitter account, “In the future, it will not be big countries beating small countries, rich countries beating poor countries, but fast countries beating slow countries. Indonesia's three foundations to compete in the future are infrastructure, downstream industrialization, and digitalization." This is where PT VADS Indonesia is here to support and ready to help improve quality, satisfaction, and transformation in digital public services.
Participants attending this seminar consisted of various government agencies such as Bank DKI, Transjakarta, Ministry of Finance, KLIP DGT, Ministry of Home Affairs, Ministry of Education and Culture, Ministry of Foreign Affairs, OJK, Health BPJS, Ministry of Energy and Mineral Resources, and many more.
It is hoped that this seminar will add insight to the participants in increasing customer satisfaction through digital media and also get to know more about the solutions that PT VADS Indonesia can provide in improving public services in the digital era.
Effective and Efficient Digital Customer Experience for e-Commerce and Logistic Industry at Post Pandemic Era
Jakarta, 17 June 2022 – PT. VADS Indonesia held an E-Commerce and Logistics Event with the theme "Effective and Efficient Digital Customer Experience for e-Commerce and Logistics Industry at Post Pandemic Era". This event is PT VADS Indonesia's first activity to be held offline after the pandemic with the aim of providing insight to customer service providers to improve the effectiveness and efficiency of customer service.
This 2022 E-Commerce and Logistics Event presents 4 experienced and competent speakers in their fields, including Maneesha Bushal (JD.ID Customer Experience Director), Cut Noosy (Grab Indonesia Director of Support Operations), Juan Almer (AVP of Customer Experience Anteraja). ), and Doddy Kartiwa (Senior Solutions Consultant Genesys). This event was attended by more than 30 well-known companies from companies that use the services and services of PT VADS Indonesia, especially from the banking industry, E-Commerce, Logistics, and other sectors.
"The pandemic has accelerated the digital transformation process where we know that their e-commerce, logistics, and fintech companies are still surviving and growing in this pandemic era, where other industries have experienced a decline or even fall in this pandemic era. This is because industries that have adapted and have implemented digital systems are able to provide flexibility and convenience in conducting transactions and consumer needs,” said Deddy Hermansyah, Chief Marketing Officer of PT VADS Indonesia.
This is the responsibility of PT VADS Indonesia as a service provider to be able to support clients in transforming and providing digital solutions such as digital customer experience, robotic process automation, social media analytics, 360-degree CRM, Omni channel, learning center, e-knowledge management, digital marketing, high availability services, and other smart services.
In addition to the updated solutions above, PT VADS Indonesia also has certification for regulations set by the Indonesian government and international policies to provide digital transformation solutions, including KBLI for standard classification permits for business fields, and ISO 27001:2013 for confidentiality. data, PCI DSS for financial transactional, ISO 9001 for operational management, COPC for high quality, high productivity, and high-performance operations, Six Sigma for process and solution innovation, and ITIL for helpdesk and service desk services.
Currently, PT VADS Indonesia also provides added value to our clients, in terms of HR such as training for operations personnel including High-Performance Management Techniques (HPMT) training, COPC, BNSP, and other training to support service and performance. In terms of technology, PT VADS Indonesia provides PowerBI for real-time analytical reports, e-learning knowledge management, and QMS (Quality Monitoring System). Meanwhile, from the process side, PT VADS Indonesia provides a center of excellence (COE) to ensure consistent results and increase productivity and performance.
"PT VADS Indonesia does not just stop here, we continue to provide the latest innovations and breakthrough solutions to continue to exist as a service provider and "chosen digital partner". The latest solutions that we will provide in the future such as augmented reality, virtual reality, metaverse, and other smart solutions. We believe that our service culture and our solutions can answer our clients' business challenges in facing the digital era. This is proven by the growth of clients at PT VADS which continues to increase, even though some clients have been with us for more than 5 years of service. Because we believe that convenience is not only for one group but for everyone, and here PT VADS Indonesia provides convenience to help companies to transform and continue to exist in the future.” said Deddy Hermansyah, CMO of PT VADS Indonesia.
Jakarta, March 16, 2022 – PT. VADS Indonesia again held the 2022 Client Gathering Webinar with the theme "Transforming your Customer Service into an Excellent Digital Experience". This webinar is an annual activity of PT. VADS Indonesia aims to give appreciation and commitment to clients for the loyalty and trust of those who have used the services of PT VADS Indonesia and improve relationships with clients of PT VADS Indonesia. In addition, on this occasion, PT VADS also introduced new solutions to improve contact centers and help clients transform into digital experience including Customer Experience Automation solutions (inbound and outbound contact center automation, omnichannel + live chatbot, and WhatsApp Bot). These solutions are expected to provide a seamless customer journey and efficiency and fast response in a service operation.
“I can say the customer journey has changed actively over the last few years. The pandemic has accelerated the digital transformation of many companies in providing new customer experiences. In a series of webinar sessions organized by VADS, we continue to bring expertise to share experiences on how they have made digital transformation when using VADS digital services together with our partners who continue to produce many innovations to improve to provide better." said Saravanan Belusami, CEO of PT VADS Indonesia.
The 2022 Client Gathering presents 3 experienced and competent speakers in their fields, including Tine E. Effendi (Vice President of Customer Satisfaction Management Bukalapak), Hunady Budihartono (Country Manager Genesys), and Hizam Ghazali (GM Digital Services Telekom Malaysia). This event was attended by more than 50 well-known companies from companies that use the services of PT VADS Indonesia in various industries such as banking, E-Commerce, telecommunications, government, and other sectors.
“As quoted from an international entrepreneur Jeff Bezos, founder of Amazon Corporations, “There is no other option to digital transformation for companies. It's either digitize or welcome failure”. Where Jeff Bezos has concluded that if a company does not want to transform to digital services, it will wait for the failure and extinction of its business. This is where PT VADS Indonesia plays a role in helping existing and potential clients to transform into digital experience excellence services, both in terms of providing up-to-date digital technology systems, reliable human resources with digital capabilities, and adequate infrastructure and places. Especially for digital engagement services in the banking and financial sector, we already have ISO 27001:2013, PCI DSS, and ISO 9001:2015.” Said Deddy Hermansyah, Chief Sales & Marketing Officer of PT VADS Indonesia.
Deddy Hermansyah added, not stopping at the digital solutions mentioned above, PT VADS also provides added value to customers who join, including:
1. Provide a customer e-learning center (learning management system) to facilitate the process of updating knowledge of a product and service online, either at home / WFH or at the office / WFO of course equipped with online testing standards in the form of pre and post-tests, as well as quizzes to ensure absorption is fit for purpose.
2. Provide insightful analytical reporting with VADS Power BI (Business Intelligent) tools with the advantages of customizable visualization, data modeling, and insight reporting, and can be accessed via mobile phone with efficient time and interactive visualization.
3. Providing services with a STRONG culture (Move, Aim, No Turning Back, Target, Accelerate, Precise) that is tailored to the client's vision to increase productivity and performance. At the same time, preparation for The Best Contact Center Indonesia competition starts with determining the talent, appearance, skills, and materials that will be carried.
In this session, PT VADS introduced the 5 pillars of transformation to focus on and connect its solutions through digital transformation. The 5 pillars of the transformation are VADS Academy, VADS Analytics, VADS ICT, VADS COE (Center of Excellence), and VADS Digital. Where these pillars relate to VADS solutions in providing excellent digital experience services. The VADS Analytics pillar, which was just presented in the session, has the advantages of recording, listening, and crawling data to all online services and social media channels by analyzing various sentiments, emotions, and expert data scientist analysts. So it can provide reports in real-time data updates and report analysis. We also offer a free trial via the link bit.ly/vads-SMA
"Of course, in 3 years of this pandemic, PT VADS has learned a lot and continues to provide full support to our clients with work from home services where data confidentiality and security are maintained. In addition to the BPO (Business Process Outsourcing) solutions above, in this sharing session, we also explained other solutions from PT VADS, namely ICT (Information and Communication Technology) solutions including VADS Cloud, Smart Services, Manage Service Desk, Helpdesk, and Blockchain Secure Authentication, and RPA (Robot Processing Automation). We also offer a free trial for the above services by contacting directly through our team. For this RPA service, it has been implemented in the service headquarters of PT VADS (Telekom Malaysia). Where the service request process can be shortened and accurate from a 3-hour TAT (Turn Around Time) process to just a few minutes. This proves that RPA services are able to replicate human action, are able to work without human intervention, and are able to work 24x7 365 a year so that they provide benefits and are cost-effective. So immediately join VADS Indonesia and feel our advantages and benefits to grow fast and big together, VADS will make your business easier! " said Deddy Hermansyah.
VADS Indonesia FSI Webinar 2021 “Approaching The Society 5.0: Understanding the Technology to Maximize the Customer Service Role in Financial Service Industry”
Jakarta, 17 November 2021 – PT. VADS Indonesia held the 2021 FSI Webinar with the theme “Approaching The Society 5.0: Understanding the Technology to Maximize the Customer Service Role in Financial Service Industry” via Zoom Webinar. This webinar is an annual activity of PT. VADS Indonesia, which this time collaborated with Genesys with the aim of sharing knowledge and strategies on how to improve customer service by utilizing technology, especially in the financial industry sector.
This event presented 3 experienced and competent speakers from regulators and the financial and customer service industries who are also clients of PT. VADS Indonesia, namely Ms. Intan Rahayu (Director of Cyber Security and Industrial Passwords, National Cyber and Crypto Agency of the Republic of Indonesia), Ms. Reni Septiana (Senior Vice President of Digital Bank Central Asia), and Mr. Albert Tay (Director of Financial Services of Genesys APAC). . This webinar was attended by approximately 30 well-known companies from the financial industry including Bank BTN, Bank DKI, Ministry of Finance, Commonwealth Bank, Mega Insurance, Bank OCBC NISP, Bank CIMB Niaga and others, some of whom are clients of PT. VADS Indonesia.
In this webinar, Mrs. Intan Rahayu explained the 5.0 industrial revolution and digital transformation in Indonesia. In addition, it also explained the trend of cyberattacks that occurred in Indonesia, namely Ransomware Attacks (Malware asking for a ransom) and also Denial of Service. The focus of this material is related to industry cybersecurity standards as well as information security aspects that must be considered such as policies and governance, identification of critical assets, capability enhancement, technology security, incident preparedness, and governance. Meanwhile, Mrs. Reni Septiana, explained how the transformation carried out by PT Bank Central Asia in improving its customer service. Various channels that can be used by Bank BCA consumers to contact HaloBCA both traditionally and through digital channels such as WhatsApp, HaloBCA application, email, Twitter, and also chat or telephone with customer service so that consumers can easily get customer service to meet their needs.
Albert Tay, Director & Head of Financial Services for Genesys Asia Pacific, highlighted that the financial services industry is witnessing a paradigm shift and significant disruption to cater to consumers’ evolving needs. To meet the expectations, organizations need to re-evaluate their transformation strategy and modernize quickly. In doing so, they need to adopt a ‘people-centric approach built on the core principles of empathy and providing Experience as a ServiceSM that helps the brand to deliver frictionless and connected customer experiences (CX), ultimately resulting in consumer trust and loyalty.
“In Reimagining Society 5.0, financial institutions will need to have a deft digital focus on building a more interactive dialogue and tapping into rich technology ecosystem technologies and partners, to deliver more empathetic and personalized interactions. For that, each customer needs to be treated beyond being a serial number to being an individual with unique preferences. At Genesys, Experience-as-a-Service is our northern star which guides us to fulfill our promise of being a strategic vendor, partner, and employer of choice,” said Tay
Deddy Hermansyah, Chief Marketing Officer of PT VADS Indonesia revealed how PT VADS Indonesia responded to the challenges of the new society 5.0, where this society is a super-smart society. Internet of Thing (IoT) will connect everyone with machines and also artificial intelligence and all availability of knowledge and information will be open so that it will give birth to new values and increase the possibility of human openness developing through robots, steering fewer cars, artificial intelligence, automation processes to help facilitate physical abilities and behavior.
This is where PT VADS continues to develop and transform to support and respond to the new life and new industries mentioned above. By developing digitalization and digitization of digital services, developing human resource capacity, technology, and infrastructure to identify digital service fulfillment and fully integrate digital transformation. Especially in the financial vertical of the banking sector, PT VADS Indonesia not only helps the transformation of traditional banks into digital banks with service solutions for the Internet of Things, digital branches, omnichannel, analytics (structured and unstructured data), customer centricity, and service excellence as added value and providing a security solution that complies with ISO 27001:2013 security standards and is PCI DSS certified.
“And to answer the challenges in implementing digital security and cyber attacks, we implement a security management system, information security, service security, fraud monitoring, and protection of personal data (customer data), PCI DSS, and Blockchain Secure Authentication (BSA), a blockchain service. which has the advantages of advanced technology because it uses blockchain technology, is passwordless, reliable to avoid brute force attacks, cost-effective because there are no additional costs for OTP (SMS fees can be eliminated). PT VADS also provides free POC BSA for financial industry companies which can be accessed at the link https://bit.ly/bsa-poc.” said Deddy Hermansyah.
"Until now, PT VADS has been trusted by several institutions, banks, insurance, and fintech in Indonesia including the Ministry of Finance, Bank BCA, Bank BTN, Bank OCBC NISP, Commonwealth Bank, Honest Bank, FWD, CAR, Shopee Pay, Zipmex, Magic, Bukukas, and so on. We continue to maintain this trust by providing additional value and improving services in an effective, efficient, empathetic, and responsive manner to every strategic client of PT VADS because we realize that PT VADS exists and is big until now because of the many clients who trust and new clients who work together. with PT VADS. This does not stop us from continuing to be more innovative, flexible, and agile in developing new digital solutions as a service provider, including smart banking, smart city, smart retail, and other smart services.” Added Deddy Hermansyah
VADS Indonesia Government Webinar 2021 “Progressive and Participatory Optimization of Digital Era Public Services in the New Normal”
Jakarta, 28 July 2021 – PT. VADS Indonesia held a Government Webinar 2021 with the theme "Optimizing Progressive and Participatory Digital Era Public Services in the New Normal Order" via Zoom Webinar. This webinar is an annual activity of PT. VADS Indonesia with the aim of sharing knowledge and strategies on how to improve public services in each unit or institution in the era of the new normal order, especially in government.
In addition, on this occasion, PT VADS also introduced new solutions to improve public services during the pandemic such as Business Continuity Plan (BCP), Work From Home (WFH), Cloud Analytics, and Blockchain Security Authentication transaction data security solutions. These solutions are expected to facilitate services for customers and the public who need information with a fast and appropriate response, especially during this pandemic, and ensure the security of customer data.
This webinar presents speakers who are experts and competent in their fields ranging from regulators and also practitioners who provide important insights on how to optimize public services in the digital era, especially during this pandemic, such as Ary Budi Sulistyo, Broadband Governance Coordinator of the Broadband Development Directorate. Directorate General of Post and Information Technology, Ministry of Communication and Information Technology, DR. Sarpono, Director of Census and Survey Methodology Development, Central Bureau of Statistics, Hilman Sandhi, CRA Division Head of PT PAM Lyonnaise Jaya, Thaib bin Mustafa, Director of FNV-M (SEA), and Helmy Mohammad Noor, Data Scientist Management Consultant TM ONE.
"PT VADS Indonesia also supports government programs in meeting health protocols and staying productive by providing new solutions such as Work From Home, Cloud Analytics, and Blockchain Secure Authentication which is the latest technology that uses blockchain technology for distributed security random check, passwordless. , and encrypted data so that the user does not need to remember the login password. On the one hand, this BSA technology also provides efficiency because it can eliminate SMS OTP costs. We provide flexible and updated business solutions to improve business and help companies transform into the digital era, for example, PT PAM Lyonnaise Jaya, which is one of PT VADS Indonesia's clients, supported by VADS for digital transformation using omnichannel and WFH solutions. In the pandemic era to continue to be productive and keep services available.” said Deddy Hermansyah, Chief Marketing Officer of PT VADS Indonesia.
Deddy Hermansyah revealed that PT VADS Indonesia has also carried out a vaccination program for all employees of PT VADS Indonesia, totaling around 6600 employees. Currently, PT VADS Indonesia serves more than 60 companies in terms of government, telecommunications, e-commerce, health, manufacturing, fintech, banks, insurance, and many more, both local companies in Indonesia and companies abroad.
Participants who attended this webinar consisted of various government institutions such as Bank DKI, Transjakarta, Ministry of Transportation, Ministry of Finance, KLIP DJP, Ministry of Home Affairs, Bank Sleman, Ministry of Education and Culture, OJK, Ministry of PUPR, Ministry of Energy and Mineral Resources, and many more.
This webinar is expected to add insight to the participants in carrying out public services that remain optimal even in conditions of the new normal order as it is today and also to be more familiar with the solutions that PT VADS Indonesia can provide in improving public services in the digital era, especially during the pandemic.
VADS Indonesia Client Gathering 2021 “Adapting to The New Era of Effective and Efficient Contact Center During The Pandemic”
Jakarta, March 17, 2021 - PT. VADS Indonesia again held a client gathering event 2021 with the theme "Adapting to the New Era of Efficient and Efficient Contact Center During The Pandemic" through a webinar. This webinar is an annual activity of PT. VADS Indonesia with the aim of giving appreciation and commitment to clients for loyalty and trust they have used services from PT VADS Indonesia while increasing relations with clients PT VADS Indonesia.
In addition, on this occasion, PT VADS also introduced new solutions to increasing the Contact Center and Customer Experience during a Pandemic such as the Business Continuity Plan (BCP) solution, Work from Home (WFH), Cloud Alpha Solutions, and Blockchain Security transaction data security solutions Authentication. These solutions are expected to facilitate services for customers who need information with a rapid and appropriate response especially during this pandemic and ensure customer-owned data security.
"If we see the trend of how to work before the pandemic, we can only do work in one place, but on this day there should be changes. The application of WFH makes our workflow more efficient either from the budget side and also time to be more productive. In our situation facing this pandemic, one that we cannot separate is the transformation of technology and we must be able to move quickly to be able to keep up with technological developments. If we cannot follow it, then we will be left behind. For this reason, we are proud to present a variety of speakers who are experts to share their experiences and expertise in using technology, especially on the Contact Center at this event and introduced a solution owned by PT VADS Indonesia ", said Saravanan Belusami, CEO of PT VADS Indonesia.
This 2021 client gathering presents 5 experienced and competent speakers in their fields including Rudy Dalimunthe (Senior Vice President of Customer Excellence Tokopedia), Tine E. Effendi (Associate Vice President of Customer Satisfaction Management Bukalapak), Fuad Azis (Project Manager Oyo Hotel Indonesia), Chin Sui Lee (Assistant General Manager Cloud Services TM One), and Phillip Jay Sung (Blockchain Secure Authentication TM One). The event was attended by more than 30 famous companies from users of services and services of PT VADS Indonesia from various industries such as banking, e-commerce, telecommunications, government, and other sectors.
"As we know the problem of work from home in the BPO industry and the entire industry is Security and Productivity. It is undeniable that the pandemic becomes our teacher and a new experience in innovating to remain productive and can still work by providing convenience or changing the world of work from offline to be online. This WFH is like we know being a very effective choice in terms of speed and convenience to be productive and efficient because it costs for set-up or using the WFH model is not so big as using working space. " Said Deddy Hermansyah, Chief Marketing Officer of PT VADS Indonesia.
Deddy Hermansyah revealed the further various challenges that must be considered in the WFH related to security or security, namely there are two, the first is the problem of data security and information. PT VADS Indonesia has implemented and has received the latest solution where the data remains safe even though it is WFH using technology including using IVA (Intelligence Video Analytics) where this technology feature is able to recognize and capture the activities of an agent at home when he wants to arrest Or screenshot confidential data then this application will automatically block or make the screen fade. The second is in connection or connectivity we use Secure IP VPN where connectivity seems to be in an offline office environment. Then the device provided by an agent such as a PC or Notebook has been designed by the IT Security team of PT VADS Indonesia so that crucial information can be blocked first. In addition, PT VADS Indonesia has the latest technology called Blockchain Secure Authentication (BSA) that uses blockchain technology for distributed security random check, passwordless, and encrypted data so that the user does not need to remember the password login by using this technology. On the one hand, this BSA technology also provides efficiency because it can eliminate the cost of OTP SMS. This technology is very new and is a trend in developed countries such as Korea, the US, Japan, and China. PT VADS Indonesia is proud to bring this technology to Indonesia and offer free POC for companies who want to know more about BSA.
"The next challenge that must be considered in WFH is a productivity problem. Unlike offline conditions where we can see our team's performance in real-time and Live. In this WFH, of course, there are challenges because we cannot see our team directly work and monitor the results of their work in real-time. Here PT VADS Indonesia has found the latest solution, namely using Power BI where we can see real-time performance agents at home, and escalation is quickly done with communication via WhatsApp with the team leader, Quality Control, RTFM, Operations Manager up to head. In our system, there has also been a geofencing feature to detect the location of each agent and agent movement of one location to another so that the Operations Team and Team Leader can monitor the movement of agents in real-time and of course this will increase the productivity of agents with this feature. Of course, all WFH services will be more efficient because we offer cloud base services or pay per use by using the Alpha TM One cloud where Cloud Alpha is a new Cloud Service PT VADS Indonesia which works with the parent Telekom Malaysia company that can provide SLA 99.9 % so it is very reliable, effective, and efficient. " Said Deddy Hermansyah.
Jakarta, December 2, 2020, VADS Indonesia held a Financial Services Industry Webinar 2020 with the theme of Building Reliable Financial Industry Digital Consumer Services in the Middle of a Pandemic through Zoom Webinar. This seminar is an annual activity of PT. VADS Indonesia, which has been going on since 2016 as a form of contribution in advancing the contact center industry in Indonesia. However, due to a pandemic, the seminar event was turned into a webinar via an online platform.
This event presented 4 speakers who are experienced and competent in the financial and customer service industry who are also clients of PT. VADS Indonesia along with regulators from the financial industry in Indonesia, namely Yulianta (Head of the Financial Services Authority Consumer Service Operations), Reni Septiana (Senior Vice President Contact Center Bank BCA), Andi Andries (Chief Product and Innovation Officer Investree), and Thaib Bin Mustafa (GM of Cybersecurity Services TM ONE). This webinar was attended by approximately 40 well-known companies in the financial industry including Bank BNI, Bank BTN, Manulife Aset Management, Bank DKI, Payfazz, DANA, Maybank, Ministry of Finance, Commonwealth Bank, Mega Insurance, BPJS Ketenagakerjaan, Bank BCA, Investree, OJK , etc. which are clients and potential clients of PT. VADS Indonesia.
The purpose of holding the 2020 Financial Service Industry Webinar is to share knowledge about the role of companies and institutions in building digital consumer services, especially during a pandemic. During a pandemic, many changes have occurred, especially in the financial industry, especially in consumer services. Consumers are more selective in transactions and pay attention to many aspects and also the priority scale of transactions, so a strategy is needed so that all consumers, especially those in the financial sector, can use financial industry services safely and comfortably in the midst of a pandemic.
Deddy Hermansyah, Chief Marketing Officer of PT VADS Indonesia, said that on its 12th birthday, PT. VADS Indonesia contributes to all players in the banking and financial technology (fintech) sector by holding this free FSI webinar. Where this webinar aims to provide insight, input, reference, and also share experiences between clients and potential banking clients at PT. VADS Indonesia. The banking and fintech sector is a unique sector where customer data and transactions must comply with government regulations, in this case, the OJK and Bank Indonesia. To support this regulation, PT VADS Indonesia as a world-class Business Process Outsourcing has implemented international standard security standards ISO 27001: 2013 to ensure the security of customer data, transaction data, and other important data is well maintained and there is no leakage, both in terms of process, technology, and human resources.
"This effort does not stop here, we will raise security standards by obtaining PCI DSS certification in February 2021 to protect and support transaction data that is integrated with contact center services for credit card transactions and other payment gateways." said Deddy Hermansyah.
Saravanan Belusami, Director of VADS Indonesia, said that it is undeniable that the smartphones we have today are already using applications that have changed the way we interact and also transact, asking for help with the services and information we need. The development of an efficient and effective customer experience in an industrial environment can be achieved through fundamental processes, technology, and organizational structures that deliver customer satisfaction. Customer experience is an important experience that must be continuously improved, especially in digital channels. Competition from start-ups, digital companies, and related industries, along with increased regulations, will force companies to accelerate Digital Reinvention.
Jakarta, 26 August 2020 - The Era of the public to be more active in using digital platforms during the pandemic and the new normal has made responsive public services one of the top priorities during a pandemic as the front line in serving and communicating with the public, especially in providing excellent services. This is the basis for PT VADS Indonesia to hold a webinar with the theme "Optimizing Public Services with the New Normal Customer Experience" to share knowledge and strategies on how to improve services in each unit or institution in the New Normal era, especially in government. This webinar was also held in connection with the celebration of Indonesia's 75th Independence Day as a form of PT VADS Indonesia's contribution to advancing the nation.
Through this webinar, VADS Indonesia introduces its best customer & digital services system that is suitable for use during a pandemic like this time. With the solutions provided by VADS Indonesia, it can simplify services for the public or customers who need information with a fast and precise response through various channels and ensure the security of data belonging to customers and the public.
This event also presents speakers who are experts and competent in their fields ranging from regulators and practitioners who provide important insights on how to handle customer experience in the new normal era.
Marvels P Situmorang (Acting Director of Broadband Development of the Ministry of Communication and Information Technology of the Republic of Indonesia), as the first speaker said, "The Covid-19 pandemic has changed the way of providing services to the public, by minimizing face-to-face meetings physically or contactless, but this requires a means. Telecommunications and governments are often lacking in building this required infrastructure. Therefore it requires a partnership or cooperation with the private sector for this technology need and this is an effective way for the government to meet the needs of the community.
Meanwhile, Andi Nirwoto (Director of Operations, IT, and Digital Banking of PT Bank Tabungan Negara) explained how Bank BTN has implemented a new business model that prioritizes digital services systems to its customers, starting from opening online onboarding accounts, cash recycle machines, to switching outlets. to branchless banking. "Almost all Bank BTN services can be accessed through our website or other digital channels at this time," said Andi. This makes customers comfortable with transactions even in the midst of limitations due to the pandemic.
Likewise with the third speaker, Netty Hartawati (Head of Information Services Section of the Directorate General of Customs and Excise, Ministry of Finance of the Republic of Indonesia), explained how Customs' customer experience adapts to new normal conditions with digital channels such as chatbots, live chat, email, and social media.
In the last session, Rahmah Binti Isahak (AGM of Cybersecurity Services Division, Products & Innovations TM ONE) introduced a new solution from TM One, which is the holding company of VADS Indonesia, namely Blockchain Security Authentication, a digital security system that adopts a blockchain concept that is proven to be safe. and is more efficient to use today than other digital security services.
Participants who attended consisted of various government agencies such as Bank DKI, AXA Mandiri, PGASCOM, ASDP Indonesia, Jasa Marga, MRT Jakarta, Transjakarta, Baznas, Dompet Dhuafa, IGM, LPS, Ministry of Transportation, BPS, BNI Life, Palyja, JakPro, Pertamedika, RSPP, Garuda Indonesia, Istiqlal Mosque, DJP, Setkomwasjak, TICMI, and many more.
This webinar is expected to broaden the participants' insight in running public services that remain optimal even in the current new normal condition and also get to know more about the solutions that VADS Indonesia can provide in improving the customer experience for public services, especially during a pandemic.
Jakarta, January 29, 2020 - PT. VADS Indonesia once again held a Client Gathering 2020 event with theme "Elevate Your Digitalized Customer Experience" at Djakarta Theater XXI, Sarinah, Jakarta Pusat.
This event is an annual activity of PT VADS Indonesia with the aim of giving appreciation to clients for their loyalty and trust in using the services of PT VADS Indonesia, while enhancing relationships with PT VADS Indonesia's clients. Also on occasion, PT VADS also introduced new solutions to improve customer experience through digital platforms such as Social Media Analytics and Whatsapp API for Business, as well as Blockchain Security Authentication data security solutions. These solutions are expected to simplify services for customers who need information with fast and precise responses through digital channels and ensure the security of customers' data.
Thaib Mustafa, General Manager of Enterprise Application Services & Cybersecurity TM ONE, discusses about Blockchain Security Authentication
Client Gathering 2020 presents 4 experienced and competent speakers in their fields including Thaib Mustafa (General Manager of Enterprise Application Services & Cybersecurity TM ONE) and Ahmad Redzwan Bin Mohamad Nor (Marketing Director / Malaysia Representative FNS Value Co., Ltd) that discusses Blockchain Security Authentication, Muhammad Iqbaly Noor (Director of PT Ebdesk Teknologi Indonesia) discusses Elevate Your Business with Social Media, and Desian Didik Wicaksono (Sales Manager of PT Infobip Indonesia) who discusses Better UX to Improve CX Through WhatsApp for Business.
Participants in the 2020 Client Gathering event
The event was attended by more than 30 well-known companies from PT VADS Indonesia client and service companies from various industries such as BNI, BCA, Bea Cukai, BTN, DANA, Grab, Indosat Ooredoo, JD.ID, LPDP, OYO, Palyja, Samsung, Shopee, Tokopedia, Transvision, PGASCom, Klip DJP, Bukalapak, and others.
Nonton bareng session VADS Indonesia with clients at Theater 1 Djakarta Theater
This event closed with a watching session (nonton bareng) at Theater 1 Djakarta Theater with partner companies of PT VADS Indonesia. This program as a token of appreciation to clients who had entrusted PT VADS Indonesia to help manage their customer experience. With this activity it is expected to improve the existing good relations between PT VADS Indonesia and clients so that in the future cooperation will be better and more secure.