Gunung Sahari Laboratory (GS Lab) is a clinical pathology laboratory that has been operating since 1985, continuing to innovate to provide the best health services.

With 39 years of experience, GS Lab is now taking a step forward by implementing a Call Center system from Barantum to improve efficiency and quality of service in its six branches spread across Jabodetabek.

Challenges in Managing Distributed Branches

Yura Nada, Marketing Executive of Gunung Sahari Laboratory, explained that before using Barantum, GS Lab faced big challenges in managing services from their branches.

"We have six branches spread across Jabodetabek. And, our operational center is in Gunung Sahari. However, with so many customers and patients spread out, we have difficulty concentrating customer service," said Yura.

Previously, each GS Lab branch had a different office telephone number, making it difficult to coordinate and evaluate customer service performance.

To overcome this problem, GS Lab decided to adopt a centralized Call Center system. To overcome this problem, GS Lab decided to implement a centralized Call Center system.

"We wanted to centralize all customer service in one place, and after benchmarking various companies, we saw that Barantum's features and costs really suited our needs," added Yura.

Service Efficiency Increases up to 90%

The implementation of the Barantum Call Center system has had a significant impact on service efficiency at GS Lab.

“Barantum helped us around 85% in improving the marketing system at GS Lab. "With a centralized Call Center, we can more easily find out complaints or problems from patients directly," said Yura.

Previously, the customer service team had to collect data from various branches. However, with a centralized system, the evaluation process and efficiency in the customer service sector becomes easier and faster.

In terms of work quality, Barantum also makes a big difference. “With the Barantum Call Center, we have seen an increase of around 90% in service quality. "Even though there is additional work, this really helps to improve our services," added Yura.

Barantum Features: More Than Just a Call Center

It doesn't just stop there, Barantum also offers other features that exceed GS Lab's expectations.

Ahmadi Juanda, IT Support at Gunung Sahari Laboratory, highlighted the Barantum system's ability to record and play back conversations between customer service and customers.

"This feature is very useful for us because it allows us to better monitor and evaluate CS or agent performance," said Ahmadi.

Apart from that, Ahmadi also praised the responsiveness of the Barantum technical team. "The Barantum technical team is extraordinary. They respond quickly every time we make a request or experience a problem, either via chat or email. The explanations they provide are always clear and concise, so they really help us in carrying out our daily operations," he added.

Steps Forward for GS Lab in Providing the Best Service with Barantum

Steps Forward for GS Lab in Providing the Best Service with Barantum

This step confirms GS Lab's commitment to continuing to innovate and provide the best health services to the community.

As a laboratory that has been established for almost four decades, GS Lab will continue to adapt to technological developments to answer the needs of customers and patients in this digital era.

To find out complete information about GS Lab, please visit their official Instagram at @gslabid.