Mandiri Solution Sdn. Bhd.: Redefining citizen and customer engagement in APAC

In the race to digitize, many organizations forget that technology is simply a means to an end. The real goal isn’t just deploying a new chatbot or migrating to the cloud, it’s building a bridge of trust between an organization and the people it serves.

This is particularly true in the Asia-Pacific (APAC) region, where rapid digital acceleration is colliding with high consumer expectations. Whether it’s a bank client checking their balance or a citizen renewing a license, people expect interactions to be instant, conversational, and secure.

Meeting these expectations requires more than just software; it requires a philosophy of responsibility.

This is the driving force behind Mandiri Solution Sdn Bhd., a leader in CRM and contact center innovation. Based in Malaysia, Mandiri Solution is helping highly regulated industries, from government to finance, modernize their customer experience. During Global Partner Days 2025, we sat down with Diana Abd Manaf, Director at Mandiri Solution, to discuss how their partnership with Infobip is powering the next generation of service excellence.

Engagement is a responsibility, not just a task

For many tech providers, “engagement” is a metric to be measured. For Diana Abd Manaf, it’s a core value that defines business integrity.

This human-centric approach isn’t just how Mandiri Solution approaches partner relations, it’s vital for their client base. Operating primarily in Malaysia and across the broader APAC region, they specialize in sectors where failure is not an option:

• Government agencies: Where accessibility and public trust are paramount.
• BFSI (Banking, Financial Services, Insurance): Where security must coexist with speed.
• Education: Where institutions need to connect with a digital-native generation.

These organizations often struggle with fragmented legacy systems that create silos, slowing down response times and frustrating users. Mandiri Solution’s mission is to dismantle those silos, integrating seamless communication channels directly into the workflow.

Mandiri Solution x Infobip: Endless omnichannel possibilities

To deliver on this promise of seamless connection, Mandiri Solution needed a technology partner that could match their agility and commitment to service. They found that partner in Infobip in 2022.

The decision wasn’t based solely on technology specs, but on a shared vision of what CX should look like.

By leveraging Infobip’s comprehensive CPaaS (Communications Platform as a Service) tech stack, Mandiri Solution can layer advanced messaging capabilities on top of their CRM and contact center offerings. This allows their clients to scale communications globally without losing local relevance.

Looking ahead, Diana emphasized that strong partnerships are about continuous improvement, shared responsibility, and staying ahead of customer needs. This shared commitment to service has translated into the rapid deployment of four key technologies reshaping the region.

Solving complex problems with Gen AI and conversational messaging

The partnership has moved quickly beyond standard SMS notifications. Together, Mandiri Solution and Infobip are deploying sophisticated solutions that address the specific nuances of the Malaysian and APAC markets. Infobip’s AI chatbot is built using low-code development, allowing it to be deployed quickly and efficiently. Customer data is integrated directly into the chatbot platform, where the AI automatically leverages that information to respond to user queries. This approach ensures fast implementation while maintaining accurate, knowledge-based responses tailored to each customer’s data.

Democratizing access with a WhatsApp chatbot

In regions where mobile app fatigue is real, WhatsApp reigns supreme. Mandiri Solution utilizes a WhatsApp for Business chatbot for government and commercial entities. This allows citizens and customers to handle complex inquiries like checking application statuses or scheduling appointments, within the app they already use every day.

Enhancing efficiency with Generative AI

Artificial intelligence is shifting contact centers from reactive to proactive. By integrating Infobip’s Gen AI capabilities, Mandiri Solution helps clients automate routine queries with high precision. This doesn’t just lower operational costs; it frees up human agents to handle sensitive, high-value interactions that require more patience and empathy.

Streamlining operations with SaaS

The collaboration also focuses on Software as a Service solutions that integrate effortlessly with existing government and banking infrastructure. This ensures that data flows securely between the back-end database and the front-end customer conversation.

When these technologies converge, the result is a measurable transformation in how public and private sectors operate.

A partnership built on innovation, engagement, and empowerment

The impact of this partnership is already visible across the region. Government-linked agencies are seeing faster resolution times, financial institutions are improving customer retention, and educational bodies are engaging students more effectively.

When asked to describe the partnership with Infobip in three words, Diana offers a powerful summary: “Innovative, engaging, empowering.”

These words reflect a relationship that goes beyond the transactional. It’s about empowering organizations to innovate without fear, backed by a global communication infrastructure that just works.

Looking ahead

As customer expectations in APAC continue to evolve, the partnership between Mandiri Solution and Infobip is poised to lead the market. The focus remains on call center excellence, a standard where technology fades into the background and the quality of conversation takes center stage. Looking ahead, Diana emphasizes that the partnership is about long-term progress rather than individual projects.

By combining Mandiri Solution’s deep industry expertise with Infobip’s global reach and AI innovation, they aren’t just solving today’s problems. We are building a future where every interaction, government or commercial, is simple, secure, and truly human.