Healthcare

Barantum Omnichannel Chat increases the speed and quality of service of the Klinik SehatQ team by up to 80%

Evo Febiola Putri Lead Customer Service, Klinik SehatQ

A leading health service provider known for its mission to provide high quality and affordable services. Operating since 2014 and now present in various regions across Indonesia.

Industry Healthcare
Company Size National
Location Jawa & Sumatera
Total Users 6
Join Year 2023

Klink SehatQ, as a leading health service provider known for its mission to provide high quality and affordable services, has succeeded in increasing their operational efficiency by adopting advanced technology. In its journey which has been going on since 2014, Klink SehatQ is now present in various regions in Indonesia, serving the community with high health standards.

One of the keys to the success of the Klink SehatQ is their adaptation to technological developments to improve interaction with patients and operational management. One important step in improving efficiency and service quality is to integrate a reliable omnichannel CRM system. Klink SehatQ chose Barantum as a partner in their digital transformation journey.

"Barantum not only makes it easy to manage communication with patients through various channels, but also helps us analyze operational data in depth," said Evo Febiola Putri, Lead Customer Service, Klink SehatQ. — Evo Febiola Putri

Challenges and Solutions with Barantum

Before partnering with Barantum, the Klink SehatQ team faced challenges in managing interactions with customers. Evo explained the challenges the team faced before using Barantum.

“Before using Barantum, the CRM or omnichannel that we used was not able to support our needs. Incoming messages have not been assigned automatically, so we have to do it manually. "This causes uneven productivity among customer service agents," said Evo. — Evo Febiola Putri

The decision to switch to Barantum was based on the need to find a new CRM that could meet all operational needs.

“We chose Barantum because its automatic features can support our needs. "The load rotation of messages between users is better because of the automatic feature without having to assign manually," added Evo. — Evo Febiola Putri

The Positive Influence of Barantum on the Quality of Klink SehatQ Services

The use of Barantum has a significant positive impact on the quality of the Klink SehatQ team's work.

“Barantum helps us manage incoming and outgoing messages better. The incoming and outgoing message service is quite good and the report feature is also very helpful. "The blasting process which was previously manual can now be done more quickly and efficiently," said Evo. — Evo Febiola Putri

Evo also highlighted several special features of Barantum that have met the needs of the Klink SehatQ team.

"The analysis reporting feature in Barantum is quite adequate. The statistical analysis provided helps us in creating better work schedules based on chat traffic. Like what day of the week the traffic is higher, what time of day it's higher, where the shifting is better. "Apart from that, the existing FRT and handling time features help us monitor and improve team performance by up to 80 (percent) and above," explained Evo. "Not before. Let's just do it manually, right? It's like pulling a report and we're stuck calculating what the traffic is like. If this isn't the case, right? "We can calculate the traffic month by month for meeting schedules like," he added. — Evo Febiola Putri

Apart from that, another aspect that is most appreciated from Barantum is its ability to provide detailed analytical reports and integrate with various communication channels. The channel integration that Klink SehatQ gets from Barantum allows them to be more responsive to customer needs, including implementing new programs such as OTP with technical support from the Barantum team.

Fast and Responsive Service from the Barantum Team

Fast and responsive service from the Barantum team is also an added value for the Klink SehatQ.

"The handling from the Barantum team is very fast, usually no more than an hour. We are also facilitated with WhatsApp to communicate directly with Barantum, which makes it very easy," said Evo. — Evo Febiola Putri

"In my opinion, Barantum is more user-friendly than the CRMs we have tried before. Our customer service agents felt comfortable using Barantum so we decided to continue using Barantum," added Evo. — Evo Febiola Putri

With various superior features and responsive services, Barantum has helped Klinik SehatQ improve the quality of health services and operational efficiency. For businesses that want to improve communication management and customer service, Barantum is the right choice. Barantum is the right choice. For more information, please visit www.barantum.com.