Case Study | AI + Operation Excellence × Global Ecommerce Platform
THE SOLUTION
Enterprise Delivery + AI Expansion + Cost Optimization. All Three.
1 - Enterprise-Grade Delivery
transcosmos deployed 600 dedicated seats across Jakarta, Semarang, and Yogyakarta—delivering 100% non-voice support via email, chat, and mobile app. The operation was built for volume, reliability, and consistent quality from day one.
2 - AI-Powered Multilingual Expansion
The core English team was transformed into a global multilingual resource through AI translation tools—supporting English plus 5 European languages without additional headcount. A scalable multilingual capability built on an efficient foundation.
3 - Cost Optimization
By operating through the Indonesia Non-Voice HUB, the client achieved 40% cost savings compared to Philippines operations—while maintaining premium quality at competitive offshore rates.
Why Indonesia?
Why Indonesia for Non-Voice English Operations?
1 - Enterprise-Scale Talent Pool
Indonesia's large, young, and educated workforce provides a deep pipeline of English-proficient talent—enabling rapid scaling without compromising quality. With operations across Jakarta, Semarang, and Yogyakarta, transcosmos taps into multiple talent markets to ensure capacity when you need it.
2 - Significant Cost Advantage
Indonesia delivers 40% cost savings compared to Philippines operations -without sacrificing service quality. For high-volume non-voice operations, this cost differential translates directly to bottom-line impact at enterprise scale.
3 - Business Continuity by Design
Indonesia's geographic and operational independence from other offshore hubs makes it a critical business continuity partner for Philippines, India, and other operation sites—ensuring uninterrupted global service delivery even in the face of disruption.