Nexlence, has long been dedicated to supporting international expansion for global companies. By combining
advanced digital capabilities with extensive operational expertise, Nexlence provides 24/7 services in more than
20 languages across five key overseas markets, enabling enterprises to scale globally with efficiency and
confidence.
Recently, Nexlence’s Southeast Asia Delivery Center in Indonesia successfully launched a new project, marking a
further enhancement of its delivery capabilities in Southeast Asia—particularly in the Indonesian market.
1. Project Overview
Client Background
The project supports a leading short-video social media platform expanding into Indonesia. Nexlence began its
partnership with this client in 2021, and the service scope has since expanded across Central Asia, Southeast
Asia, and South America.
Service Scope
Nexlence delivers end-to-end operational support to accelerate the client’s global expansion, including:
1) Content Moderation Operations
Content review, tagging, and classification are performed to filter low-quality or inappropriate content, remove
severe violations, and ensure a healthy content ecosystem. This helps maintain platform quality, protect user
experience, and preserve content integrity.
2) Customer Service Operations
Multi-channel, 24/7 real-time customer support is provided to resolve user issues across the platform.
High-quality service delivery enhances user satisfaction, improves retention, and supports long-term platform
growth.
3) Recruitment
Leveraging strong regional expertise and resources in Southeast Asia, Nexlence successfully recruited over 100
employees within one month, enabling rapid and high-quality team deployment. A structured recruitment
framework—including selection processes, tools, and management systems—ensures stable project launch and
operation.
4) Training
As a leading service delivery provider, Nexlence implements a systematic training framework supported by local
resources. To improve efficiency, a Train-the-Trainer (TTT) model was adopted. Within four weeks, both
functional training and local trainer enablement were successfully completed in a structured and phased manner.
Despite complex and fragmented knowledge requirements, the training team delivered a fully localized knowledge
system, earning strong recognition from the client.
2. Nexlence Indonesia Delivery Center
Delivery Capabilities
Nexlence’s Southeast Asia Delivery Center was established in 2014, with operational sites in both the
Philippines and Indonesia. The center operates more than 800 workstations and provides services in English,
Southeast Asian languages, and selected European languages.
The Indonesia center currently has over 300 available seats, supporting Bahasa Indonesia, Malay, and English. It
primarily serves the Indonesian and Malaysian markets, delivering cost-effective localized outsourcing services
with 24/7 operational capability.
Key infrastructure and capabilities include:
24/7 operations with dedicated training rooms, meeting rooms, server rooms, and IT support teams
Fully equipped employee facilities including rest areas, dining spaces, and activity zones
Business Continuity Planning (BCP) with 100% power backup and high-speed internet redundancy
ISO 27001 information security certification with unified global governance standards
Advanced security systems including access control, CCTV, fingerprint authentication, and secured
storage lockers
Local Chinese-speaking coordinators to enhance communication efficiency and delivery quality
Pan-Entertainment Delivery Experience
With strong expertise in short-video and social media platform operations, Nexlence’s local delivery teams
deeply understand cultural and user behavior differences in target markets. The company provides high-standard
data labeling, moderation, and content review services, with a strong focus on data security.
Nexlence also supports private deployment of secure data environments and implements robust data governance
systems, enabling fast and secure application deployment for global digital platforms.
3. Indonesia Short-Video Market Overview
Indonesia is a culturally diverse country with a large population. As economic and social development continues,
demand for digital entertainment is rapidly increasing, making the entertainment industry one of the
fastest-growing and most competitive sectors.
Companies from the United States, South Korea, and Indonesia are actively entering the market, intensifying
competition in the digital entertainment space.
According to the 2020–2024 Indonesia Short Video Market Research Report published by New Thinking Industry
Research Center, improvements in internet infrastructure and rising penetration have driven rapid growth in
short-video adoption. The penetration rate of short-video applications has increased from 6.3% to approximately
8.9%.
However, compared with video streaming and music services, the short-video market remains relatively
underdeveloped, primarily due to limitations in network infrastructure, bandwidth, and speed. These constraints
have slowed mass adoption of real-time content consumption models.
Looking ahead, as Indonesia continues to improve its digital infrastructure and platforms innovate in business
models, the growth potential of the short-video industry is expected to be gradually unlocked.
Industry analysts note that Indonesia’s large population base, high internet penetration potential, and young
demographic structure provide strong fundamentals for digital entertainment growth. However, with increasing
government regulation of short-video content, platforms must comply with local laws and standards while actively
cooperating with regulators to ensure healthy, compliant, and sustainable industry development.
4. Why Indonesia?
Market Overview
Indonesia has a population of approximately 268 million, making it one of the largest digital markets in
Southeast Asia. With a rapidly developing middle class and a digitally savvy population, Indonesia represents
one of the region’s most important internet economies.
The market is driven by a young demographic, growing middle-income consumers, and strong digital adoption. More
than half of the population is already online, creating significant opportunities for e-commerce companies,
smartphone manufacturers, and digital brands targeting millennials.
At the same time, nearly 150 million people are still coming online, indicating substantial future growth
potential as internet penetration continues to expand.
Tax Incentives
Under Indonesia’s Government Regulation No. 1 on income tax incentives for designated business sectors and
regions, the government provides tax benefits for new or expanded investments, including:
Corporate income tax rate of 25%
Accelerated depreciation and amortization
Dividend tax rate of 10% for foreign investors or lower rates under applicable double taxation
agreements
Loss carry-forward period of 5 to 10 years
These incentives are reviewed annually by the Ministry of Finance.
Investment Convenience
Indonesia implements a one-stop investment approval system through central and regional government coordination
to streamline administrative procedures.
Key policy support includes simplified processes across business licensing, electricity installation, taxation
and insurance payments, civil dispute resolution, bankruptcy handling, land registration, construction permits,
and financing facilitation—significantly improving the ease of doing business.
In summary, Indonesia offers a rapidly growing digital landscape with significant potential for both local
startups and global brands. However, due to its cultural diversity and complex population structure, success in
digital marketing and platform expansion requires strong localization capabilities, operational excellence, and
deep market understanding.
Nexlence
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