Indopaket Succeeds in Accelerating Response Time by 98% with Barantum

Indopaket, as a logistics company collaborating with Indomaret for package delivery and reception, faced major challenges in handling customer complaints before using the Barantum CRM system.

Micha Audryanus Dikarianto, SPV Support Call Center at Indopaket, shared their experience before and after using the Barantum system.

Challenges Before Using Barantum

Before using Barantum, the Indopaket team faced various obstacles in handling customer complaints.

“The call center division could actually be handled just by the support team; there was no dedicated division. We only helped respond to complaints through WhatsApp, Instagram, and various social media channels independently. Emails were also answered using Outlook,” said Micha.

The process of recording and analyzing data was still done manually using Excel, making it difficult to obtain statistical data, the number of complaints, and the types of complaints received.

This condition made it hard for the team to understand the patterns of customer complaints and to determine resolution priorities effectively.

Customer Service Activities 100% Using Barantum

After adopting the Barantum system, Indopaket experienced a transformation in its customer service operations. Micha emphasized that currently all customer service activities rely entirely on Barantum.

“Now everything depends on Barantum. You could say we use Barantum 100%. It’s very helpful, starting from mapping the most frequent complaints, categorizing issues, to better understanding customer problems — especially since we’re also assisted by agents from Barantum,” said Micha.

Barantum not only provides a more efficient system but also offers guidance in using the available features.

With more structured issue categories, the Indopaket team can now pull data more easily and recognize patterns in customer complaints without the need for manual entry.

Team Performance Before and After Barantum

The biggest change after using Barantum was a drastic improvement in response speed to customer complaints.

“Before using Barantum, our response time could be more than 5 hours. Now, the average is already under one hour,” Micha revealed.

In addition, the statistics feature in Barantum helps the Indopaket team understand the peak hours when customers submit complaints.

With this data, they can adjust the number of staff on duty to optimize response times.

“These statistics show the hours when consumers tend to submit more complaints — there's a graph showing the rises and falls. So, during those hours, we can focus our team to be more on standby. For example, if usually there’s one person, we assign two people so the load can be spread out,” said Micha.

Not only does it improve efficiency, but this system also helps in monitoring team performance. With the performance tracking feature, management can identify which team members respond to and resolve complaints the fastest, which then becomes motivation for the entire team to work better.

“In my opinion, this actually goes beyond my expectations in using Barantum — it really helps us with team KPIs. So, it’s visible which team members are performing well and which are not,” said Micha.

Indopaket’s Response Speed Increases by 98%

With the implementation of the Barantum system, Indopaket is now able to provide faster and more efficient customer service.

The 98% improvement in response speed and better monitoring systems are proof that the right CRM solution can bring significant change to a company’s operations.

Indopaket continues to grow together with Barantum, ensuring an even better customer experience in the future.

Want your business to experience the same benefits? Use Barantum now and optimize your customer service and operational efficiency!