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Removing barriers to deliver faster customer service

PT Berlian Sistem Informasi (BSI) is an IT solution provider in Jakarta, Indonesia with more than 150 consultants helping clients manage and navigate their internal technology solutions.

BSI’s mission is to provide an appropriate IT solution, relying on decades of experience in the IT industry in both applications and infrastructure. This mission extends to contributing to the development of the Indonesian Information Technology environment.

PT Berlian Sistem Informasi
Professional Services
Capabilities Used
Application Development

Who they are

Founded in 1996, PT Berlian Sistem Informasi (BSI) is an IT solution provider in Jakarta, Indonesia.

What they needed

BSI needed a centralized and automated document management system to help manage approvals across its sales and HR departments.

How they did it

Using K2 Software, BSI implemented a workflow integrated with Microsoft SharePoint to automatically route all approval requests appropriately.

Removing bottlenecks, speeding approvals

Challenge: Slow, paper-based approval process

For BSI – a large IT solution and consulting company focused on delivering high-quality solutions – a number of manual, paper-based processes were causing delays and inefficiencies. Internal processes, such as employee leave, business travel requests and overtime pay approvals were inefficient for its 150 consultants. Approvers were often unaware of new requests or away from the office working onsite with clients.

On the client side, paper-based documents for discounts and sales proposals had to be hand delivered and manually tracked. Without a centralized document management system, proposals and related documents were easily misplaced. This resulted in delays, duplication of work and the creation of additional work that not only impacted BSI’s clients, but created frustration and negatively impacted cash flow.

BSI needed a way to manage client-related documents while also automating manual internal processes to streamline efficiency and better serve clients.

Solution: Rapid, automated workflows

BSI designed a K2 Software workflow integrated with Microsoft SharePoint. With the system – internally dubbed Groupware System – employees now submit all requests through electronic forms that are automatically routed to the appropriate approvers.

Approvers are sent email notifications so they immediately know when a request is waiting. In addition, the system is integrated with the company’s Human Resource Management (HRM) system, as well as SAP, ensuring that processes like overtime pay reimbursement are handled quickly and accurately.

Since implementing the new system built on K2 Software, human-based errors have been significantly reduced and the lead time needed for managers to approve requests has been decreased.

In addition to improving process consistency, Groupware System also provides a centralized location for storing and managing client-related documents. Documents are managed across a variety of categories including department and client name, which has minimized the risk of loss and service delays.

With K2 Software, BSI has improved internal and client-based processes by providing a solution that reduces overall processing time, enforces consistency, improves visibility for approvers and integrates all existing line-of-business systems.

With K2 Software’s advanced reporting capabilities, we can analyze our business costs and measure the effectiveness of our work across all departments as well as quickly respond to the needs of our clients, increasing overall customer satisfaction.
Doni Setya Wijaya, Head of GA and Legal, BSI
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