VIVA Apotek: Reach Millions of Customers with Omnichannel Barantum

Many companies face tough challenges in reaching their customers effectively, especially when the number of customers reaches millions. Imagine having millions of customers spread across different regions, but not having an efficient way to communicate with them.

This not only hinders business growth, but also reduces the satisfaction of loyal customers. This is the reality faced by VIVA Apotek, a pharmacy service network with 100 outlets spread across North Sumatra, Java and Bali.

However, with the determination to provide the best service, VIVA Pharmacy switched to using an omnichannel system which is able to overcome the obstacles that occur.

Solutions to Reach Millions of Customers and Increase Sales

As a company that has been established since 2012, VIVA Apotek strives to maintain the quality of their services. Muhammad Edi Irfandianto, who is familiarly called Irfan, as Marketing Insight & CRM Supervisor at VIVA Apotek explained several challenges that VIVA Apotek faced before using Barantum.

"By having 100 outlets spread from North Sumatra to Bali, we have around 1 million members. "Reaching all of them effectively is a big challenge," said Irfan.

According to him, using instant messaging such as WhatsApp or SMS is very necessary, but difficult to manage without an integrated system. Therefore, VIVA Apotek decided to use the Barantum omnichannel system.

Regarding the decision to choose Barantum, Irfan stated, "We decided to use Barantum because we needed a solution that was able to reach our loyal members efficiently. With Barantum, we can use WhatsApp to reach them more easily and effectively.”

Easily Send Messages To Millions Of Customers

One of Barantum's features that really helps VIVA Apotek is the doctor consultation project via WhatsApp bot. Irfan shared his experience, “This feature greatly exceeded our expectations. When customers contact VIVA Apotek via WhatsApp, they are immediately presented with the option to speak to customer service or consult a doctor. "At first we thought a system like this would be difficult to create, but with Barantum's help, we managed to make it happen."

Barantum's omnichannel system has had a significant impact on the performance of the VIVA Pharmacy team. “With Barantum, we can send messages to 1 million members with just one click. "Information regarding promotional programs can spread quickly," explained Irfan.

“We only need two customer service admins to manage WhatsApp Blast and reply to chats from various applications. All chats from Instagram, Facebook, WhatsApp, to e-commerce platforms such as Shopee and Tokopedia, are integrated in one Barantum system. "This increases our team's work efficiency by around 20-30%," said Irfan, explaining.

Barantum Support Service is Very Responsive & Solutive

When asked about his experience working with the Barantum team, Irfan stated, “The Barantum team is very responsive. Whenever we had requests or feedback, they were quick to respond and discuss it with us. They also regularly ask for feedback to ensure their service continues to improve. This collaboration allows us to continue improving our systems and services.”

In closing, Irfan gave recommendations to other businesses that need a capable CRM system. “For friends who need a CRM system that is capable enough to reach customers from end to end, I recommend Barantum. The Barantum system is well integrated and the price is quite affordable."

With the implementation of Barantum, VIVA Apotek not only increases operational efficiency but also increases their customer satisfaction significantly.