Digital Smart Care (DSC)
Enterprise agent-assist platform for Telkomsel's GraPARI customer service
Context
Digital Smart Care (DSC) is an enterprise-grade platform for Telkomsel’s GraPARI customer service agents — the staff handling in-person and digital customer interactions across Telkomsel’s retail network. Built as a Senior Full Stack Developer at PT. Dans Multi Pro, engaged directly within Telkomsel’s ecosystem, with a focus on the cashier and financial reporting side agents rely on daily: transaction reports, cashier reports, and daily/monthly financial reports used by thousands of internal agents.
Technical challenge
Financial reporting for an operation this size can’t just be accurate — it has to stay fast and searchable for thousands of agents pulling reports every day, and exportable to Excel/PDF without that generation work blocking the web servers serving everyone else.
Architecture & decisions
Reporting APIs run on Node.js (Express) and NestJS, with a React and TypeScript frontend providing searchable data tables so agents can find the right report without digging through menus. Report generation itself — Excel exports and PDF processing — runs on AWS Lambda instead of the main API servers, with Amazon S3 used to temporarily hold generated PDFs before download. Moving generation off the request path was the deliberate call: it kept heavy report jobs from ever competing with agents’ regular day-to-day API traffic.
Contribution
Enhanced the reporting interfaces (React/TypeScript, searchable tables), built and maintained the reporting APIs (Node.js/Express and NestJS), and implemented the serverless report-generation pipeline on AWS Lambda and S3. Also monitored and troubleshot production issues across the stack — from the React frontend through backend services to AWS — to keep reporting reliable for agents.
Result
The reporting stack stayed reliable and accurate for thousands of daily users. More broadly, the DSC platform it’s part of reduced agent info-seeking steps by 50% and contributed to Telkomsel achieving an 89.25% Net Promoter Score at GraPARI outlets.
Lesson
Pulling report generation out of the request/response path and onto Lambda was a small architectural decision that paid for itself immediately — agents never felt report load, no matter how many were being generated at once.
Impact
- Agent info-seeking steps reduced
- 50%
- NPS at GraPARI
- 89.25%