FKS Multi Agro Boosts Call Center Efficiency with Barantum

In the food distribution industry, speed and accuracy in communication are the key to successful customer service.

This is exactly what the team at FKS Multi Agro — the distributor of Bola brand soybeans — realized when they decided to upgrade their customer communication system by switching to Barantum as their CRM and call center solution.

B2B Communication Needs That Reach the End-User

As a company operating in the B2B (business to business) segment, FKS Multi Agro faces a unique challenge: how to stay connected with and understand the needs of end-users, even though structurally they do not interact directly with them.

Yohanna Marselina Marpaung, Customer Service Section Head of FKS Multi Agro, revealed that her team utilizes a loyalty program to collect customer data while also building communication with end-users.

"To reach the end-level customers who don’t interact directly with FKS, we use a call center. This is where we need a system that can support wide-reaching communication while still remaining efficient."

From the Old Vendor to Barantum: Time to Switch to a More Efficient System

Before using Barantum, FKS Multi Agro was already using a call center system from another vendor. However, over time, they began to reevaluate the effectiveness and efficiency of the system.

"We saw that what Barantum offered was quite suitable in terms of price and features," said Yohanna.

This factor became the main reason why FKS Multi Agro eventually chose Barantum. The result? They were able to eliminate previous obstacles and receive more satisfying service.

Fast Response, Stable System, and User-Friendly UI

Barantum not only offers an efficient system, but also responsive technical support and a user-friendly interface (UI).

For Yohanna and her team, this greatly helps make call center operations faster and more productive. "When there’s an issue, the Barantum team is quick to assist. From the support team to IT, everyone is responsive," said Yohanna.

"One dashboard can be used for everything, accessible from both computers and laptops. The agents quickly understood the system," she added.

The flexibility and ease of use of Barantum’s system made the agents' workflow more dynamic, especially for outbound call activities conducted to gather insights or resolve customer issues directly.

Positive Impact: Productivity Increases by Up to 70%

Switching to Barantum was not just about replacing a system, but about speeding up work processes and improving service quality.

Yohanna revealed that overall, Barantum has had a positive impact of about 70% on her team's performance.

"Our call center is now much easier to use. The calling process is faster, technical issues are minimal, and customer service is more optimal."

It’s Time for Your Business to #UseBarantum

FKS Multi Agro's decision to use Barantum was not just a technology upgrade, but also a commitment to providing the best service for its customers.

If you want your customer service or call center team to work faster, more efficiently, and have a direct impact on service quality, perhaps now is the time to follow FKS Multi Agro's lead.

Now, it’s your business team's turn to start #UseBarantum.