IMDA Accredited Companies’ Use Case

Use case 1: JULO

JULO is a digital lending company that provides affordable, unsecured personal loans for millions of tech-savvy consumers. With the growing demand for its products and services, JULO has been experiencing a surge in customer volume at a level that’s challenging to cope with.

To solve its availability and scalability problems, JULO tapped into voice AI to automate some of its CX operations. It enlisted the use of payment reminders and loan collection robots as well as quality assurance robots to detect anomalies in customer call logs. As a result, voice AI has helped them to keep pace and scale, while continuing to deliver the level of service that their customers expect of them.

Discover more on JULO and AI Rudder.

Use case 2: Toyota Astra Financial Services (TAF)

Toyota Astra Financial Services (TAF), is a leading multi-finance company that provides consumers and businesses with automobile financing and leasing solutions. Before integrating the use of voice AI, TAF's collection agents often struggled with keeping pace with its high customer call volume.

Today, they have seamlessly integrated the use of voice AI in their call centres alongside human agents. The voice AI handles high-volume repetitive calls, freeing up the agents to handle more complex issues that require a human touch. As a result, the team has been able to significantly improve the call centre's contact rate and efficiency and extend operating hours without incurring additional costs from overtime.

Discover more on TAF and AI Rudder.

Use case 1

A large government agency with DB2 data warehouses, leveraging Change Data Capture (CDC) tools such as Qliq Replicate and IBM InfoSphere Data Replication (IIDR), saw it important to integrate with Confluent for a number of reasons. Some of these reasons include:

• Event-driven data integration: By using CDC tools and Confluent, government agencies can capture and replicate data changes as they happen. This provides a near real-time view of data across different databases, systems, and microservices. This enables agencies to make faster and more informed decisions.
• Improved data accuracy and consistency: CDC tools can help ensure data consistency across multiple databases and systems. This is especially important for government agencies where data accuracy and consistency are critical for effective decision-making.
• Streamlined data integration: Confluent allows government agencies to easily stream data to various destinations, simplifying the process of integrating data across different systems and microservices.
• Enhanced data security: CDC tools and Confluent can help ensure the security of data in transit by encrypting data and providing secure connectivity options.

By leveraging CDC tools and Confluent, government agencies can address a number of existing problems. For example, siloed data is a common problem in government agencies, which can lead to inefficiencies, redundancies, and errors. By integrating data from different systems and databases, agencies can unlock valuable insights that were previously inaccessible.

Another problem that can be addressed is the lack of real-time data access. Government agencies often rely on batch processing to extract and integrate data from different sources, which can be time-consuming and prone to errors. By using CDC tools and Confluent, agencies can capture and replicate data changes in real-time, providing a near real-time view of data across different databases, systems, and microservices.

Government agencies that have implemented the above solution reported increased data accuracy, reduced data latency, improved data consistency, and better data security. The time taken to integrate data across different systems and databases before and after implementing CDC tools and Confluent was also significantly reduced. Ultimately, the government agency gained the ability to make more informed decisions based on timely and accurate data.

Use case 1: EngageRocket x EZ-Link 

How EZ-Link adopted continuous listening to build a unified company culture and retain talent In their quest to build better employee experiences, EZ-Link’s HR team partnered with EngageRocket in 2019 to strengthen the foundation of their HR strategy by implementing a continuous listening program. Instead of relying on unsubstantiated gut-feel, EZ-Link decided to embark on a data-driven approach. 

EZ-Link launched its first employee engagement and Peer Feedback in 2019. Both inaugural launches collected a notable participation rate of 87% and 100% respectively, which provided the HR Team a representative sample of statistical data to draw quality insights about the population. EngageRocket’s Belong module enables EZ-link’s team to seamlessly run automated pulse surveys, collect data on employee engagement and help the team with designing data-backed strategies to enhance corporate culture. It is a single source of truth that allows both the HR team and people managers to gain a better understanding of employees' feelings and identify latent issues. 

Read more on How EZ-Link adopted continuous listening to build a unified company culture and retain talent.

Use case 2: EngageRocket x EM Services

How EM Services attracts and retains talents thanks to real-time people analytics

EM Services has established a strong track record in the management of townships and properties across Singapore. Currently, the company manages ten of Singapore’s sixteen townships which covers approximately 700,000 HDB residential units and 9,000 retail and shop units.

With the ethos of Getting It Right Together, EM Services aspires to provide the best experience to their most valuable assets, employees. Knowing that providing a better workplace will have a positive impact on engagement, EM Services looked to technology for a solution to measure and analyse employee feedback in real-time. EM Services strongly believes that giving individuals a sense of belonging is the key to building a workforce that will readily serve the community with excellence. With a wide range of professional skill sets within the group, they needed a single view of employee experience and wellbeing. As part of its digitalisation road-map, EM Services will be deploying Singapore-based HR Tech startup EngageRocket to collect, analyse and act on employee feedback in real-time. 

Read more on Adopting Technology to Empower Workforce Productivity.

Use case 1: National Institutes of Health (NIH)

The U.S. National Institutes of Health (NIH) used H2O.ai’s h2oGPTe platform to power a secure, air-gapped Generative AI Business Assistant that supports more than 8,000 employees across 28 institutes. Integrated directly into the NIH intranet, the assistant helps staff quickly locate policy, procurement, and financial guidance from hundreds of internal SharePoint documents—reducing up to 10,000 service requests per year.

Deployed inside an isolated Oracle Cloud region with no external connectivity, the solution meets strict federal security mandates while maintaining data sovereignty. The result: faster answers, standardized and traceable responses, and significant time savings for IT and operations teams—freeing resources for mission-critical research.

Use case 2: Commonwealth Bank of Australia (CBA)

Commonwealth Bank of Australia (CBA), Australia’s largest bank serving over 16 million customers, partnered with H2O.ai to build a real-time Generative AI customer engagement engine powered by thousands of models running over billions of data points. Using H2O.ai’s platform, CBA achieved a 70% reduction in scam losses and a 30% reduction in overall fraud, while training more than 900 analysts to develop and deploy AI safely at scale. By embedding GenAI into everyday decision-making, from fraud detection to customer experience, CBA has transformed how it serves and protects its customers, demonstrating the impact of trusted, real-time AI in financial services.

Use Case 1: Empower SIM's Career Development Office

Kinobi partnered with the Singapore Institute of Management (SIM) to revolutionize student success with a cutting-edge career portal. By implementing Kinobi's career management system, SIM gained access to a powerful platform that simplified the task of the career development office and empowered students with comprehensive career preparation tools.

The career portal enabled SIM’s students to create professional resumes that showcased their skills and accomplishments effectively. Furthermore, it facilitated seamless connections between students and a diverse array of internships and job opportunities, empowering them to take charge of their future. SIM’s career development office also can effortlessly manage its corporate partners and effortlessly monitor all student internship activities on a singular, streamlined platform with Kinobi. Additionally, Kinobi offers a cutting-edge virtual career fair system to bolster SIM's support offerings. As the result, SIM saw more active engagement with 1,200+ students participating. SIM also managed 80+ companies participating and over 400 jobs being posted.

By embracing this comprehensive approach to holistic education, SIM not only strengthened its students' employability but also fortified its position as a forward-thinking institution committed to student success.

Use Case 2: Support Young NTUC with Mentoring System

In collaboration with the Young National Trade Union Congress (Young NTUC) of Singapore, Kinobi introduced a transformative coach and mentoring management system designed to empower students and aspiring youths. By leveraging Kinobi's coach and mentoring management system, Young NTUC facilitated meaningful connections between students and experienced mentors who shared relevant expertise in their respective fields. Determining the most suitable mentor and booking sessions becomes easier and seamless.

This innovative platform enabled mentees to access invaluable guidance, advice, and insights, fueling their personal and professional growth. The system's user-friendly interface and intelligent matching algorithms ensured that mentees were paired with mentors best suited to address their unique aspirations and challenges. As a result, young individuals within the NTUC network felt inspired and supported, gaining confidence in their abilities to excel in their chosen paths. Through this initiative, Young NTUC solidified its commitment to nurturing the next generation of talents and fostering a vibrant community of knowledge-sharing and growth.

Use case 1: Hwa Seng Builder 

Hwa Seng Builder (HSB) had a vision to improve workflow productivity and site safety with technology. When they undertook a project to construct bridges across Sungei Serangoon, HSB engaged Novade’s Safety-HSE module to connect all users on a single site management platform to maximise efficiency and ensure high safety standards. After going digital, the time used to approve and verify Permit to Work was shortened to 30mins instead of two hours, and at the same time, eliminated the need for paper. Project managers could also monitor day-to-day work activities together with the checklists and near-miss reports; non-conformances could be captured with a photo on a mobile device and sent to the person-in-charge for immediate rectification. Real-time data such as internal hazard activity was automatically synced on a user-friendly dashboard for analysis. From the breakdown, proactive actions were taken to prevent accidents from occurring. Projects executive director Alan Nah commented, “We believe that embracing this technology will help to improve the workflow in terms of productivity, and more importantly, make the site a safer place for everyone.”

Watch How Hwa Seng Builder Improved Workflow Productivity and Site Safety with Novade.

Use case 2: CEL Development 

CEL Development, a property developer and subsidiary of Chip Eng Seng, developed High Park Residences, its biggest project to date. The 1,300-unit project required tight coordination with all the stakeholders, resulting in challenges around quality control. Eventually, they chose to implement the Novade Quality module, and made use of Novade in three stages: Firstly, at the construction stage, the main contractor and subcontractors had to coordinate seamlessly with Novade’s mobile application which synced the status of their site checks in real-time. Secondly, at the handover stage to the customer service officers, main contractors could easily and systematically rectify defects which reduced the time and cost of rework. Lastly, CEL Development extended the usage of Novade to their clients, the homeowners, where they could lodge in defects of their apartments at their own convenience. As Novade is a single site management platform, the customer service officers were immediately notified, and they could assign the relevant contractors via the same application to work on the defect. General manager Ivan Lim commented, “We see Novade, an application developer that caters to our industry, an opportunity for us to improve productivity and efficiency, and most importantly, customer satisfaction.”

Watch Novade Testimonial - CEL Development (EN | FR CC).

Use Case 1: Suntec City Office Towers x UnaBiz

Suntec City Office Towers selects UnaBiz to enhance Indoor Air Quality (IAQ) for tenant comfort, installing 800 wireless IAQ monitoring sensors for 2.3 million square feet of office space.

The IAQ sensor utilised by UnaBiz in Suntec City’s rejuvenation plan is a comprehensive 9-in-1 solution that integrates nine types of sensors to measure various ambience conditions including CO2 concentration, temperature, humidity, light, TVOC, barometric pressure, PM2.5, PM10, formaldehyde, and motion.

“A data-driven ACMV system ensures good air quality for shoppers and tenants, while a high energy-efficiency system helps optimise energy consumption and reduce carbon emissions,” said Steven Kong, Senior Manager of Operations of APM Property Management.

Use Case 2: NEX Shopping Mall x UnaBiz

NEX and UnaBiz partner to create a healthy and safer environment for its shoppers and tenants while increasing energy efficiency.

NEX has initiated numerous green initiatives in the running of the shopping mall. With UnaBiz’s IoT solution, IAQ data of the mall is measured every minute, equivalent to 1,440 data points throughout the mall daily.

The data is seamlessly integrated into NEX's local building management system managed by Honeywell, to adjust the air-conditioning to optimise thermal comfort for users, the air quality indoor, and the energy consumption of the HVAC system live.

"Facility managers can now take immediate actions to improve circulation of air, such as increasing the airflow within the mall, as traffic in the mall increases during peak hours, to create a healthier and safer environment for our shoppers, tenants, and staff,” said Eugene Toh, Senior Manager, Operations of NEX.

Use Case 1: OPPO

OPPO Indonesia, a leading technology and innovation company, sought to scale its retail operations efficiently while maintaining high standards of customer experience. Facing rapid growth, OPPO needed a robust solution to manage multiple stores seamlessly and gain actionable insights into customer behavior.

By implementing Whale’s Spacesight Footfall & Instore Analytics, OPPO was able to:

1. Standardise Operations Across Multiple Stores: Spacesight provided a centralised platform for managing store operations, ensuring consistency in service delivery and operational processes. This allowed OPPO to maintain high standards across all locations.
2. Optimise Resource Allocation: With real-time data on footfall & instore traffic, OPPO could allocate resources more effectively, reducing waste and improving store efficiency.
3. Enhance Customer Experience: Footfall Analytics enabled OPPO to understand customer traffic patterns and preferences. This insight allowed them to optimise store layouts and product placements, resulting in a more engaging shopping experience.
4. Increase Sales and Customer Loyalty: By analysing foot traffic data, OPPO could run targeted promotions and in-store events, boosting sales and fostering customer loyalty. As a result, OPPO Indonesia successfully scaled its operations while enhancing customer satisfaction, driving growth, and establishing a strong market presence.

Learn more about OPPO x Whale.

Use Case 2: Leading Coffee Chain in Southeast Asia

A leading coffee chain in Southeast Asia aimed to ensure consistent quality and compliance across its expanding network. By leveraging Whale’s RAMP (Retail Audit Management Platform) online audit platform, the coffee chain was able to:

1. Streamline Audit Processes: RAMP provided a centralised and automated platform for conducting online audits, replacing traditional paper-based methods. This streamlined the audit process, reducing time and effort required for compliance checks.
2. Ensure Consistent Quality: With standardised audit templates and real-time reporting, the coffee chain could ensure that all outlets adhered to company standards and regulatory requirements. This consistency in quality helped maintain the brand's reputation.
3. Improve Operational Efficiency: The integration of RAMP with the coffee chain’s existing systems allowed for seamless data collection and analysis. This improved operational efficiency by providing actionable insights into areas needing improvement.
4. Enhance Employee Training and Development: RAMP's detailed audit reports highlighted specific areas where staff needed further training. This enabled the coffee chain to tailor their training programs to address these gaps, improving overall service quality.
By implementing Whale’s RAMP online audit system, the coffee chain achieved significant improvements in audit efficiency, quality control, and employee training, supporting their rapid growth while maintaining high standards of service and compliance.

Learn more about SpaceSight RAMP.

Use case 1: Digitalising access request at Singapore Town Councils (TC)

Problem Statement

• Duplication of mechanical keys
• No visibility of who has accessed sites
• Expensive cost of security guard to eye-ball the access
• Time wasted in managing, issuing and collecting keys
• Excessive administrative work for both TC and Contractors

Willowmore has been supporting EMServices since 2018 to digitalize their sites with mechanical locks. EMServices has deployed Willowmore’s keyless smart padlocks  across various Town Councils for the island-wide lift upgrading program. There have been also several on-going trials with selected Town Council roof tops sites.

The initiative stopped the duplication of mechanical keys and provided visibility to the EMServices team of the activities at their sites. The contractors have also embraced the solution. They commented that process of applying and collecting keys from the Town Councils have been shortened from 3 days to 3 minutes.

Part of the trial also included the implementation of Willowmore’s AI-powered bio-metric facial recognition feature in the software suite. This has provided an additional layer of security for Town Councils to ensure that only authorized personnel are able to access their sites.

Use case 2: Leveling up waste management with PUB

Problem Statement

• Traceability of loading and discharge process
• Automation of records
• Prevention of tampering and illegal discharge
• Reduction of man-power required to check security cable tie

Behind the clockwork delivery of reliable water supply and waste management is a team of dedicated PUB team. Willowmore is proud to be associated with this project as it provides the opportunity to fulfill the mission of Keeping Singapore Safe. Since mid-2021, the Willowmore team has been working closely with subject matter experts from PUB to customize the Smart Lock system to their requirements.

This project involved upgrading of the Hardware to cater to the harsh operating environment, customizing the software to align with the current workflow and leveraging the latest software features such as digitalization of administrative requirements dynamic geo-fencing and AI-powered Analytics to drive operational efficiencies.

With the deployment, PUB leveraged Willowmore’s solution to bring about automation to their process and ensure traceability to the waste management process.

Use case 1: Gulf Marine 

Gulf Marine is an established marine lubricant supplier to the global shipping industry, serving more than 1000 ports across 80 countries. 

Dealing with the challenge of rapid growth in the highly dynamic marine services industry, Gulf Marine relied on Workato’s orchestration capabilities to enhance operational efficiency, customer service, and employee experience.

By seamlessly integrating and automating end-to-end workflows, Gulf Marine successfully streamlined service support for ERP users, as well as barge planning, and pricing quotations.

As a result, Gulf Marine was able to:

• Get quotations done 30% faster, saving 530 hours each month, or over US$200,000 per year
• Save US$40,000 per year from automating the barge planning process alone, so as to do away with 80 hours of work per month
• Empower global ERP users to self-resolve stuck ERP sessions through MSTeams

View the full story on Efficiency & Personal Touch: How Gulf Marine Gains an Edge with Workato.

Use case 2: Fullerton Health

Fullerton Health is a leading corporate healthcare provider in Asia, with over 520 medical centres serving over 17,000 corporate clients across 9 markets.

Their award-winning transformation leverages Workato’s automation and integration capabilities to reimagine several end-to-end experiences that are mission-critical for clients, patients and staff.

As a result, Fullerton Health was able to:

• Accurately process claims on the same day, even at peak load
• Save 200 man hours monthly, with system slowdowns eliminated
• Reduce cost by >37%, with a 90% automated claims assessment process
• Reconcile finances 87% faster

View the full story on Fullerton Health's Journey to Same-Day Claims Processing & 87% Faster Finance Reconciliation.