Extending Resource Orchestration Theory in Digital Ecosystems: Information Technology Orchestration and Omni-Channel Customer Experience in INJOURNEY

Dedy Pranata Simangunsong; Lijan Poltak Sinambela

doi:10.59890/ijma.v4i1.294

Authors

Dedy Pranata Simangunsong Universitas Nasional
Lijan Poltak Sinambela Universitas Nasional

DOI:

https://doi.org/10.59890/ijma.v4i1.294

Keywords:

Resource Orchestration Theory, Digital Ecosystems, Omni-Channel, Customer Experience, INJOURNEY

Abstract

This study aims to extend Resource Orchestration Theory within digital ecosystems by explaining how information technology (IT) orchestration enables omni-channel customer experience as a strategic outcome in the INJOURNEY ecosystem. The research adopts a qualitative design using a library research approach combined with a descriptive-analytical method to systematically synthesize conceptual frameworks and empirical evidence related to resource orchestration, digital ecosystems, IT integration, and omni-channel customer experience. The study is supported by secondary data analysis derived from INJOURNEY’s Annual Report 2024, on IT governance indicators, application portfolio consolidation, ERP implementation, and cost efficiency outcomes. The results show that omni-channel customer experience emerges as the result of ecosystem-level IT integration rather than isolated channel initiatives. INJOURNEY manages 165 applications across subsidiaries, with a strategic consolidation target of 45 core applications by 2027, as systematic bundling of digital resources. The study also finds an improvement in IT governance capability, as showed by an increase in IT Maturity Level from 2.86 in 2023 to 3.15 in 2024, alongside the implementation of a group-wide ERP system covering 26 business process blocks that generated cost efficiencies of IDR 27.03 billion in 2024.

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