Jakarta, July 2, 2024 – In June 2024, the digital business services provider transcosmos Indonesia (TCID) celebrated its 11th year of operations in Indonesia, helping companies transform their customer experience (CX) and digital marketing. This 11-year milestone was also marked by the opening of TCID's new office, CX Square, in Yogyakarta.

Starting its journey in 2013, TCID began its business by handling one client with less than 50 employees. Over time, the number of TCID employees has steadily increased in response to the growing needs of clients, reaching 2,781 employees in 2019. Client demand did not slow down even during the pandemic, continuing to rise and leading to a more than 30% increase in the number of employees by 2024. Today, TCID has evolved into a company that handles dozens of clients from various industries, with over 3,600 employees, and has CX Square offices in Jakarta, Semarang, and Yogyakarta.

Vice President Director of transcosmos Indonesia, Ardi Sudarto, said, "We started our journey in Indonesia with the vision of bringing transformation to the CX industry in Indonesia. Over these 11 years, we have faced many challenges, from the Covid-19 pandemic that hit businesses across all sectors, to the shortage of skilled human resources, and the continuous adaptation of evolving technology infrastructure. However, we not only survived and grew, but also kept innovating."

TCID's journey has been marked by various significant milestones. In 2014, TCID launched a comprehensive and holistic digital marketing service, including website development, customer engagement platform development, social media management, and e-commerce platform development. In 2017, TCID implemented chatbot services to enhance customer service efficiency and speed. Subsequently, in 2018, TCID opened its second CX Square in Semarang.

By early 2024, coinciding with its 11th anniversary in Indonesia, TCID inaugurated its new CX Square in Yogyakarta. This expansion was carried out to accommodate the growing needs of clients, requiring the recruitment of hundreds of talented individuals from Yogyakarta, known for their creativity and competence.

As a background, CX Square is the name for TCID's contact center, which serves as the point of interaction between customers and the company. transcosmos will strengthen its Voice of Customer (VOC) service activities and provide the best CX experience to consumers through unique communication services that integrate core CX business services into a cohesive unit: digital contact center, digital promotion, and digital integration.

TCID's flagship services include a variety of technology solutions and business processes that have a significant impact on partner companies across various sectors. TCID has introduced Artificial Intelligence (AI) solutions such as AI talkbot and chatbot services in CX to enhance operational efficiency and assist humans in completing their tasks.

Going forward, TCID will optimize the use of AI and automation through robotic process automation (RPA) to collaborate with humans in automating administrative tasks in HR, GA, or finance. This implementation has already helped partner companies reduce operational costs by up to 25%.

TCID undertakes global projects for leading IT and e-commerce companies in the United States, the United Kingdom, Italy, Spain, and France. "We leverage AI translations, which allow us to support international clients more effectively," said Ardi Sudarto. "Meanwhile, in Indonesia, we serve prominent companies from telecommunications, FMCG, finance, automotive, e-commerce, and fintech."

In addition to technological innovations, TCID also focuses on human resource development as a key business strategy. TCID sets high standards in recruitment and employee training. All TCID employees are required to adhere to the company’s values, which include integrity, innovation, and excellent customer service. Moreover, TCID provides intensive training to enhance both technical and non-technical skills of its employees.

"We believe that integrating technology with the right human resources is key to delivering superior customer experiences. Our innovations are always paired with improvements in human resource skills. This is part of our commitment to continually support the growth of the customer service industry in Indonesia," said Ardi.

transcosmos Indonesia (TCID) is a customer experience and digital business service provider and a subsidiary of transcosmos Inc., a company headquartered in Japan and established in 1966. Transcosmos Indonesia offers integrated services to support various aspects of clients' businesses, including CX technology. For more information, visit the transcosmos Indonesia website, Instagram, and LinkedIn.

About transcosmos Indonesia

Established in 2013, transcosmos Indonesia operates within the realms of digital business services and customer experience. With over 3,000 employees spread across three locations in Indonesia-Jakarta, Semarang, and Yogyakarta-transcosmos Indonesia has garnered trust from a diverse clientele spanning multiple industries such as e-commerce, retail, telecommunications, banking, and insurance. transcosmos Indonesia offers a wide range of services including contact center support, digital marketing, e-commerce assistance, data entry, IT support, and more, making it a reliable partner for businesses seeking comprehensive solutions.

About transcosmos inc.

Transcosmos launched its operations in 1966. Since then, we have combined superior “people” with up-to-date “technology” to enhance the competitive strength of our clients by providing them with superior and valuable services. transcosmos currently offers services that support clients’ business processes focusing on both sales expansion and cost optimization through our 181 bases across 35 countries/regions with a focus on Asia, while continuously pursuing Operational Excellence. Furthermore, following the expansion of the e-commerce market on a global scale, transcosmos provides comprehensive One-Stop Global E-Commerce Services to deliver our clients' excellent products and services to consumers in 46 countries/regions around the globe. transcosmos aims to be the “Global Digital Transformation Partner” of our clients, supporting the clients’ transformation by leveraging digital technology, and responding to the ever-changing business environment. Visit us here https://www.trans-cosmos.co.jp/english/