CIMB Niaga and Virtusa Complete First Pega Cloud Modernisation to Enhance Customer Banking Experience in Indonesia
This significant milestone accelerates cloud computing adoption and establishes new standards for digital banking modernisation across Indonesia.
Virtusa Corporation, a global product and platform engineering services company, has announced the successful Go-Live of a cloud computing modernisation programme for PT Bank CIMB Niaga Tbk (CIMB Niaga), Indonesia’s second-largest private bank. This groundbreaking initiative delivers faster and more reliable services to customers by modernising critical banking workflows that support customer service, operations, and decision-making. The programme enhances the bank’s ability to scale and innovate, delivering consistent customer experiences alongside Indonesia’s growing digital economy.
The programme focuses on transforming core business processes that underpin daily banking operations, enabling greater agility, more reliable service provision, and faster responses to evolving customer and market demands. By migrating these critical workflows to the Pega Cloud environment, CIMB Niaga has created a more resilient and future-ready operational model that supports business growth whilst maintaining high standards of security and regulatory compliance. The migration transforms CIMB Niaga’s on-premises Pega customer service implementation into a scalable, continuously modernised platform that accelerates time-to-market and supports future banking use cases.
“This achievement reflects CIMB Niaga’s forward-thinking approach to strengthening digital banking capabilities for the future. We are honoured to partner with CIMB Niaga on Indonesia’s first migration to Pega Cloud. Our collaboration has focused on precision, transparency, and seamless execution to ensure a smooth Go-Live that supports CIMB Niaga’s long-term digital vision,” said Hemant Tantia, Head of Asia Business at Virtusa.
CIMB Niaga emphasised the importance of this transformation strategy. “Completing this migration is a critical step in upgrading our technology foundation and ensuring we consistently deliver reliable, efficient, and innovative services to our customers. By transitioning to Pega Cloud, we can operate with greater agility and prepare for future digital initiatives to strengthen customer experience and operational effectiveness. This aligns with our commitment to Advancing Customers and Communities, whereby we continuously seek to provide solutions that generate meaningful impact for our customers and the communities we serve,” said Lusiana Saleh, Head of Digital Banking and Contact Center at CIMB Niaga.
“CIMB Niaga’s decision to migrate its internal implementation will deliver substantial benefits,” said Frank Guerrera, Chief Cloud Officer at Pega. “As a result, their operations will consistently achieve peak performance and ensure they benefit from the full power, scalability, and reliability of Pega. I look forward to working with the CIMB Niaga team and achieving strong results in the coming months and years.”
Beyond the technical transition, Go-Live represents a significant broader business achievement for Indonesia’s financial services industry. It demonstrates how banks can safely modernise critical operational capabilities at scale without disrupting customers or ongoing business activities. The migration has been completed on schedule with minimal disruption, supported by close collaboration between CIMB Niaga, Virtusa, and Pega, and careful coordination to ensure business continuity throughout the transition.
Building on this foundation, CIMB Niaga is now better positioned to enhance customer relationship management, streamline contact centre operations, and develop financing and service processes so all teams can innovate more rapidly whilst delivering more personal and reliable banking experiences. The successful Go-Live sets a clear precedent for other Indonesian banks exploring cloud modernisation as a pathway towards long-term competitiveness and resilience.