Information Technology

85% of Tada Complaints Are More Structured Using Barantum

Heni Nelawati CLT & Purchasing Supervisor, Tada

A B2B2C loyalty & rewards platform helping businesses improve retention of channel partners, customers, and employees through an integrated loyalty ecosystem.

Industry Information Technology
Company Size National
Location Jakarta
Total Users 6
Join Year 2022
Features Used
Omnichannel Ticketing WhatsApp Business API CRM

As technology advances and customer expectations rise, companies are required to provide fast, structured, and consistent service across all communication channels. This challenge is a key focus for Tada, a B2B2C loyalty & rewards platform that helps businesses improve channel partner, customer, and employee retention through an integrated loyalty ecosystem.

Established in 2012, Tada saw how digital transformation brings new challenges for businesses in managing effective and mutually beneficial relationships, so Tada is present as a Software as a Service (SaaS) company that was born and developed in Indonesia.

In its operations, customer service is a crucial aspect — including handling complaints and ensuring that all communication with clients runs quickly and in a structured manner. This is where Barantum plays an important role in supporting the smooth complaint-handling process at Tada.

Heni Nelawati, CLT & Purchasing Supervisor at Tada, shares her experience on how Barantum helps improve the quality of her team's operations.

Challenges Before Using Barantum:
Separate Systems and Lack of Flexibility

"Previously, we had two monthly payments because we used different vendors for WhatsApp and other channels. So, we're trying to centralize them into a single platform." — Heni Nelawati

In addition, the limited flexibility of the old system also made it difficult for the team to improve and develop data displays according to operational needs.

"Previously, things were a bit static. We needed reports in a specific format or a specific data display. And when we consulted with Barantum, they were able to accommodate our needs." — Heni Nelawati

The decision to fully move to Barantum resulted in six active users who now utilize all of Barantum's features for customer service operations.

Changes After Using Barantum:
Faster, More Structured, and User-Friendly

Today, Barantum is used 24/7 by the agent team who are on the front lines of handling customers. According to Heni, agent comfort is a key factor in the success of the system's implementation.

"So far, it's been very helpful. Many features are user-friendly for our agent team. They use it 24/7 and say the interface is easy to understand and the process is fast." — Heni Nelawati

Not only is it easier to use, the integrated ticketing system makes complaint management more structured — from incoming tickets to final reports.

"When you pick up a ticket, searching is quick. Everything becomes organized, and it helps with daily process handling at Tada." — Heni Nelawati

Helps Up to 85% of Complaint Handling More Neatly

As a company that handles a lot of incoming chat-based communications, Tada needed a system that could manage all channels in one place.

Barantum helps Tada receive messages from various platforms — including WhatsApp, email, live chat, telephone, and even additional channels for overseas clients.

"There are tons of integrations. Foreign clients who don't use WhatsApp can use other channels without having to develop additional ones. That's really helpful." — Heni Nelawati

As a result, efficiency has increased significantly. "The percentage is probably around 80–85%, which has helped our complaint handling," said Heni.

Recommendations for Businesses That Still Handle Chat Manually

With firsthand experience of system transformation, Heni has a message for other companies that still manage chat manually.

"For companies that still handle complaints manually and receive messages one by one, try Barantum. All your operational complaint handling needs are available here." — Heni Nelawati

Not only does it make management easier, the Barantum system also provides full transparency and detailed reporting.

"We can clearly see new tickets, those in progress, and those completed. There's a report for everything, which can be downloaded and used as a company report." — Heni Nelawati

Tada's digital transformation journey proves that an integrated omnichannel system can enhance speed, service quality, and operational efficiency.
Now, it's your business's turn to transform with Barantum CRM Omnichannel!