PT Infomedia Nusantara revolutionises business operations with RPA solutions

Its innovative approach to automation delivers measurable results, enhances client relationships, and sets benchmarks in digital transformation.

In today’s fast-paced digital era, businesses across industries are turning to advanced technologies to streamline operations, enhance efficiency, and deliver exceptional outcomes.

PT Infomedia Nusantara has revolutionised its business processes by implementing robotic process automation (RPA). This cutting-edge technology has enabled Infomedia to transform traditional, labour-intensive workflows into streamlined, automated processes that deliver unparalleled efficiency, accuracy, and cost savings.

In a recent interview with PT Infomedia Nusantara, Eddy Sofryano, Infomedia’s President and Director, emphasised that Infomedia’s integration of RPA, combined with AI and analytics, has revolutionised operations by enhancing efficiency, reducing costs and errors, and fostering stronger client relationships, solidifying its role as a leader in digital transformation.

Can you tell us about RPA and how it solved the challenges in payroll and customer data management in Infomedia?

As the leading BPO company in Indonesia, Infomedia has been trusted to manage various complex business processes for large-scale company operations, handling millions of data entries and processing tasks daily. With the challenges of managing massive data volumes and meeting high client demands for optimised business processes and cost efficiency, Infomedia has embraced innovation to stay ahead.

The implementation of RPA for large-scale data processing has significantly transformed the efficiency and accuracy of our operations. By digitising and automating business processes, RPA has effectively replaced the burden of highly complex manual tasks. This transformation begins with process identification and consultation to uncover customer pain points. Infomedia simplifies complex workflows, proposes optimal solutions, and redesigns processes for efficiency. This includes analysing core workflows, identifying repetitive and time-consuming manual tasks, and optimising them through RPA integration.

RPA has proven transformative across critical functions like payroll, invoice-to-pay cycles, and administrative processes such as customer data onboarding within Infomedia's shared service portfolio. Previously, these operations required large-scale agent involvement, being error-prone, and taking significant time to complete.

For customer data management, RPA has streamlined operations by automating data validation, synchronisation, and updates across multiple platforms. This has enhanced data accuracy, minimised redundancies, and improved overall data integrity. These advancements not only boost operational efficiency but also allow our teams to focus on delivering strategic value, such as enhancing customer engagement and ensuring compliance. The successful implementation of RPA has reinforced Infomedia’s reputation as a forward-thinking organisation dedicated to innovation and excellence in business process optimisation. By continuing to embrace cutting-edge solutions like RPA, Infomedia remains a trusted partner for organisations seeking to transform and future-proof their operations.

What metrics or KPIs does Infomedia use to measure RPA success in terms of cost savings, error reduction, and efficiency?

We measure the success of our RPA initiatives through a set of targeted KPIs designed to evaluate impact and efficiency. One key metric is cost savings, which reflects reductions in operational costs by automating manual tasks. These savings are assessed through labour cost savings and increased process efficiency, such as a reduction in time consumed for key operations.

Another important KPI is error reduction, which tracks the significant decrease in error rates for processes like payroll management and customer data updates, monitored through comprehensive quality assurance reports.

Additionally, we assess process efficiency gains, focussing on the optimisation of processing time per transaction or task. For example, we have achieved 75% time savings in the customer data process by reducing the average handling time from 20 minutes to just 5 minutes per transaction.

Finally, we monitor compliance rates to ensure consistent adherence to regulatory requirements without manual intervention. This is reflected in enhanced data accuracy and greater process transparency.

How has RPA improved Infomedia's relationship with clients in the invoice-to-pay process, and what feedback have you received from them?

RPA has significantly enhanced client business processes by improving speed, accuracy, and transparency. Automated tasks such as data input, payment scheduling, and discrepancy resolution have minimised delays and improved precision, creating a more efficient and reliable process.

The feedback from clients has been overwhelmingly positive. With increased trust and collaboration, Infomedia has expanded its solution offerings beyond invoice-to-pay, venturing into areas like invoice-to-cash and other related processes. Infomedia remains committed to continuously improving solution quality by integrating cutting-edge advancements in AI and automation technologies.

Through strong partnerships and collaboration, Infomedia has accelerated technological advancements within the Indonesian BPO industry by merging AI capabilities with RPA solutions. This innovative approach underscores Infomedia’s dedication to driving digital transformation for its clients whilst maintaining robust client relationships. These efforts have become the cornerstone of Infomedia's sustainable growth, enabling the company to expand its market presence and solidify its position as a pioneer in digital BPO solutions.

Having won the Indonesia Technology Excellence Award for four consecutive years, what strategies or initiatives do you have in place to continue building on this success?

Our sustained success is built upon continuous innovation and a commitment to excellence. To maintain this momentum, we have adopted several strategies.

First, we are investing in emerging technologies, such as AI-powered RPA, to enhance and expand the capabilities of our automation systems, ensuring they remain cutting-edge. We are also expanding our automation use cases beyond payroll and finance, integrating RPA into  CRM services, HR operations, and analytics to drive efficiency across the enterprise and deliver scalable value. 

Additionally, we are fostering technology partnerships by collaborating with global technology leaders, accelerating the implementation of advanced technologies whilst strengthening our core competencies in managing business process efficiencies.

Internally, we focus on upskilling through comprehensive training programmes that empower our teams to collaborate effectively with automation technologies and foster innovation. Lastly, our client-centric approach emphasises working closely with clients to understand evolving needs and develop tailored digital solutions powered by 3A (Automation, AI, and Analytics). This enables us to address unique challenges and deliver measurable outcomes that align with client goals.

Our vision is to remain at the forefront of digital transformation, setting industry benchmarks with innovative solutions whilst maintaining our legacy of excellence and trust.