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 and 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 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, Tada used two different systems. Barantum was used for its call center, while WhatsApp and other channels were still managed by another vendor.
This situation raises several challenges, both from an operational and cost perspective.
"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," said Heni.
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," he said.
The decision to fully move to Barantum, and currently there are six active users who have started to utilize all of Barantum's features for customer service operations.
Changes After Using Barantum: Faster, More Structured, and User-Friendly
After reviewing several options, Sekolah Murid Merdeka decided to use Barantum Omnichannel. Today, the system is used by 138 active users across multiple divisions, mainly the Educare and Admission teams.
"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," explained Heni.
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," he said.
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.
"Our complaint handling is based on incoming chats. Without a structured system, we can't handle chats efficiently," said Heni.
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," he explained.
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," said Heni.
Not only does it make management easier, the Barantum system also provides transparency and 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 concluded.
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!