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Building Reliable Financial Industry Digital Consumer Services in the Middle of a Pandemic

02 December 2020

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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.

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