Indonesian Enterprises Recognized for Excellence in Customer Experience, Digital Innovation, Enterprise Intelligence, and Trust at the 2024 Future Enterprise Awards
JAKARTA, 22 October 2024 – IDC has announced the winners of the 2024 Future Enterprise Awards (FEA) Indonesia, recognizing exceptional digital transformation (DX) initiatives and leadership that leverage technology to drive business success and foster innovation. This year’s awardees stand out for their innovative, technology-driven strategies that are shaping the digital landscape in Indonesia.
The 2024 winners reflect a diverse spectrum of digital pioneers across industries, including telecommunications, financial services, and public health. Categories this year celebrate excellence in customer experience, industry ecosystems, enterprise intelligence, digital innovation, operations, and trust, alongside recognition of leadership excellence with the CIO/CDO of the Year and Special Award for Digital Innovation, highlighting Indonesia’s progress in sustainable and inclusive digital growth.
“The 2024 Future Enterprise Awards winners from Indonesia highlight how organizations are utilizing AI and digital platforms to drive innovation, enhance customer experiences and deliver public value. Telkomsel’s AI-powered Digital Smart Care and Jabar Digital Service’s Ekosistem Data Jabar are excellent examples of leveraging technology to meet evolving customer needs,” says Melvie Espejo, Research Director, IDC Asia/Pacific
As global challenges reshape industries, enterprises are driven to adopt sustainable, tech-driven models. Now in its 8th year, the IDC Future Enterprise Awards have honored over 600 winners from 6,000+ nominations, recognizing digital-first pioneers from 3,000 organizations across 12 countries who are redefining their industries.
Following a two-phased approach, each nomination is evaluated by IDC analysts, with country winners then qualifying for a regional competition judged by a panel of international experts. The following are the best out of all the nominations received from Indonesia:
Best in Future of Customer Experience | Revolutionizing Customer Experience: Telkomsel’s AI-Powered Digital Smart Care by Telkomsel
In July 2023, Telkom Group initiated a corporate strategy initiative — Fixed Mobile Convergence (FMC) — integrating IndiHome into Telkomsel that presented an extraordinary challenge, resulting in an enormous spike in customer interactions and required a rapid evolution in customer support. To address these challenges, Telkomsel strengthened 800 assistance channels by utilizing 4,500 agents throughout Indonesia. An AI-powered Digital Smart Care (DSC) was also implemented to enable Knowledge Management System (KMS) to provide not only customer support agents but also more than 5,000 employees and more than 300,000 resellers in the future with quick access to comprehensive knowledge, reducing response times and enhancing the accuracy of information delivered to customers. With a remarkable 132% increase in service traffic, the AI strategy implementation has successfully maintained an impressive 89.25% net promoter score (NPS) as of May 2024.
Best in Future of Industry Ecosystems | SATUSEHAT Ecosystem by Digital Transformation Office, Indonesia Ministry of Health
SATUSEHAT is a health tech ecosystem that provides integrated healthcare services through digitalization and standardization. The SATUSEHAT ecosystem consists of the SATUSEHAT Platform for data exchange, SATUSEHAT Mobile as a citizen health app to access electronic medical records (EMR), SATUSEHAT Data to access health data, SATUSEHAT Logistik to monitor the supplies of pharmaceutical products and medical devices, SATUSEHAT SDMK for capability development and professional data updates of healthcare human resources, SATUSEHAT Klaim to support health financing claims process, and Aplikasi Sehat IndonesiaKu (ASIK) to digitize individual health data records. Currently, more than 33,900 healthcare facilities have been integrated with the SATUSEHAT Platform.
Best in Future of Enterprise Intelligence | Ekosistem Data Jabar by Jabar Digital Service
Ekosistem Data Jabar is an integrated portal dedicated to the management, transparency, and accessibility of high-quality and up-to-date data for the government of West Java and its citizens. This platform aims to optimize data usage by providing easy access to crucial information, thereby facilitating informed decision-making processes. The platform promotes a data-driven culture by improving data literacy, encouraging data-related collaboration across all organizational levels, and setting measurable goals for data utilization. Through this initiative, the implementation of data standards has significantly improved productivity in data management. With these standards, the process of monitoring data flow from regencies/cities has become smoother and more efficient. In one year, 16,000 new quality data sets were published and 15,000 internal data sets were effectively managed.
Best in Future of Operations | Empowering BRI Frontliners: Streamlining Customer Complaint Resolution with WISE by PT Bank Rakyat Indonesia (Persero), Tbk
The Working Instruction Search Engine (WISE) platform by BRIBRAIN is a transformative initiative introduced to bolster the efficiency and effectiveness of Bank Rakyat Indonesia’s (BRI) frontline operations. Launched in December 2023, WISE employs AI-driven search functionalities to swiftly provide access to relevant working instructions, drastically reducing response times from 15 minutes to under five minutes. Currently operating within the BRIBRAIN platform, WISE stands poised for potential integration with existing systems, such as BRICare, BRIStars, and NDS, promising seamless information flow and enhanced service quality. A notable metric of WISE’s success lies in the substantial improvement of customer satisfaction scores, with frontline staff achieving an average Single Ease Question (SEQ) score of 86/100. This innovation not only enhances the user experience but also aligns with BRI’s strategic vision of leading the digital banking revolution in Indonesia.
Best in Future of Trust | DANA Protection by DANA
DANA Protection is the first comprehensive solution in Indonesia’s digital wallet industry designed to safeguard users. It aims to increase user awareness of their account activities within DANA through security education, account activity information, and security suggestions. This initiative provides users with the necessary knowledge, insights, and recommendations to secure their digital financial activities in DANA. Additionally, DANA Protection offers a money-back guarantee for users affected by scam-related fraud, such as account takeovers and hacking. The implementation of DANA Protection to obtain and retain user trust has proven to be effective. In 2023, it had a customer satisfaction (CSAT) score of 79.80% and net promoter score (NPS) of 85.53%.
CIO/CDO of the Year | Dr. Said Mirza Pahlevi, M.Eng of the Ministry of Communication and Informatics of The Republic of Indonesia
Dr. Said Mirza Pahlevi, M.Eng has spearheaded transformative digital initiatives. His leadership has resulted in the launch of the National Digital Talent Platform, providing extensive digital skills training and bridging the digital divide in Indonesia. Dr. Pahlevi’s innovative approach includes the implementation of the Digital Society Index of Indonesia that offers critical insights for policymakers, as well as the development of the Digitalent Mobile app, enhancing accessibility to digital education. Through Dr. Pahlevi’s initiative, there was a 64.2% increase in alumni salaries from the Digital Talent Scholarship program, showcasing significant economic empowerment through digital skills development. Furthermore, the integration of automation tools and digital dashboards in IT operations has improved productivity by 30%, and implementing agile methodologies and cross-functional teams has reduced project delivery times by 35% in the ministry.
Special Award for Digital Innovation | Binus AI Chatbot with NLP: Bridging the Gap with Conversational AI by BINA NUSANTARA
Project Binus AI Chatbot aimed to revolutionize Binus customer service by deploying a state-of-the-art chatbot powered by AI and natural language processing (NLP) that started in early 2022. Project AI Chatbot’s innovation lies in Cody’s advanced NLP capabilities. Different from rule-based chatbots, Cody leverages ML to continuously improve its understanding of natural language. It can interpret complex sentences, identify context, and even handle sarcasm or humor in Bahasa Indonesia and English. This allows Cody to engage in more meaningful conversations, solving customer issues more effectively and efficiently.
All country winners qualify for the Asia/Pacific competition, where a panel of judges comprised of IDC worldwide analysts, industry thought leaders, and members of academia will determine the regional winners. These winners will be announced during the IDG Technology Symposium & Awards in Singapore at the Sands Expo and Convention Centre (MBS) on 19 November 2024. To join the event and the celebration of our winners, you can register here.
“These forward-thinking leaders demonstrate that digital transformation goes beyond technology adoption—it’s about creating intelligent, data-driven systems that foster long-term success and resilience in Indonesia’s rapidly evolving digital landscape,” ends Espejo.
For more information about FEA, contact Vanessa Ong at vong@idc.com or Charles Tamayo at cjtamayo@idc.com. For media inquiries, contact Michael de la Cruz at mdelacruz@idc.com or Miguel Carreon at mcarreon@idc.com.
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