Securing scalable digital operations for a Malaysian regulator with Alfresco

To support its mission of compliance and oversight, a leading regulatory agency in Malaysia partnered with Crest Infosolutions to transform the way it manages, secures, and automates content-related processes. By implementing the Alfresco Digital Business Platform, the agency now benefits from a unified system for document management, workflow automation, and electronic records governance, all integrated across its digital ecosystem, including CRM, portal, and low-code platforms.

Customer Background

The agency plays a vital role in regulating, licensing, and monitoring a major sector of Malaysia’s public and economic arena. It serves as a central authority for ensuring regulatory compliance and operational transparency across hundreds of organizations. In performing these duties, the agency handles high volumes of sensitive documents, applications, and records—many of which require strict governance, long-term retention, and efficient collaboration across departments.

To deliver on its mandate and improve stakeholder service delivery, the agency launched a digital modernization initiative centered around automating content processes, ensuring secure access to information, and embedding compliance into every layer of operations.

The agency’s legacy content infrastructure was fragmented across multiple departments, with paper-based processes and siloed document repositories creating inefficiencies. Regulatory filings, internal memos, approvals, and archival records were managed manually or across disconnected systems, resulting in delays, duplication, and compliance risks.

As digital service delivery became a national priority, the agency required a secure, centralized platform that could streamline workflows, automate approvals, enforce records retention policies, and integrate with its broader digital ecosystem. Any new solution needed to be both robust and adaptable—capable of meeting current governance demands while laying the groundwork for future innovations.

Working closely with the agency’s internal teams, Crest Infosolutions led the end-to-end implementation of the Alfresco Digital Business Platform, an open, cloud-native solution designed to unify document, process, and records management in a single scalable architecture.

The platform now powers critical content functions across the agency, including automated workflows for licensing, case handling, and internal approvals. Alfresco Process Services enabled the agency to model, deploy, and optimize business processes using BPMN standards, significantly reducing the time and effort involved in manual routing.

To meet public sector compliance requirements, Crest also implemented Alfresco Records Management, allowing the agency to enforce strict document classification, retention, and auditability across its digital archives.

Beyond core content and workflow capabilities, Crest delivered seamless integration with the agency’s existing IT landscape—including its public-facing portal, CRM system, and OutSystems low-code application platform. This integration enabled end-to-end digital journeys: from form submissions on the portal to internal approvals, CRM updates, and secure document storage—all tracked and governed within Alfresco.

The agency now operates with a significantly more agile and secure digital backbone. Manual bottlenecks have been replaced with automated workflows, reducing process turnaround times from weeks to days—or even hours in some cases. Internal teams access a unified repository for documents and records, improving collaboration and ensuring consistent governance across departments.

The integration with the CRM and portal allows the agency to serve citizens and stakeholders more effectively, with real-time access to applications, approvals, and case files. Records compliance has improved dramatically, with retention rules and audit trails automatically enforced in line with government standards.

Most importantly, the agency now has a future-ready platform that supports ongoing innovation—whether through expanded low-code apps, AI-driven content services, or advanced analytics.

Why Crest Infosolutions

Crest Infosolutions brought proven expertise in content management, business process automation, and systems integration, ensuring a smooth transition from legacy systems to a modern, compliant digital platform. By aligning technology architecture with regulatory needs, Crest empowered the agency to achieve digital transformation at scale—while keeping security, governance, and operational excellence at the forefront.