In an increasingly digital era, B2B e-commerce companies are constantly looking for ways to increase the efficiency and productivity of their teams. PT Wook Global Technology (Wook) is no exception. Yesica Meira Zivani, Customer Service Leader (Operation Team) at PT Wook Global Technology, shares her experience in using the Barantum CRM system to support company operations.

Obstacles Before Using Barantum

Before adopting Barantum, PT Wook Global Technology's customer service team faced various obstacles. “We are a company that makes outbound calls to customers. Using a manual telephone, office telephone, or WhatsApp telephone is less efficient. "We also need more time to reach more and wider customers," said Yesica.

The decision to use Barantum was taken to increase efficiency and productivity. "With Barantum, our performance is connected to the system and work becomes faster and more effective to achieve the specified targets," he added.

PT Wook Global Technology's Performance is More Effective Up to 90%

The use of Barantum has had a significant positive impact on the service quality of PT Wook Global Technology. "Barantum is quite satisfactory, reaching the 90% stage. This is because our performance is more efficient, faster, and the specified targets have been achieved," said Yesica.

One feature that his team really appreciates is the call recording feature. "This feature can be used as material for agent review and evaluation to improve future work. "This helps us to maximize communication with customers and the points conveyed," he explained.

Yesica stated that the call feature on Barantum was in line with her team's expectations. "The call feature really helps our performance efficiency and achievements related to users making outbound calls," he said. So, using this feature has helped the customer service team achieve targets and increase their productivity.

Investment is proportional to the benefits obtained

When asked whether the investment using Barantum was commensurate with the benefits received, Yesica answered confidently, "Currently we are at the comparable stage. With Barantum, we can get feedback from customers regarding products and services, thereby helping us to increase service and company productivity. "

Yesica also added that feedback from customers, such as product reviews and delivery improvements, can be identified and followed up more efficiently using Barantum.

Yesica recommends Barantum to other companies that have call center or customer service teams. “We have been using Barantum for approximately five years. "Barantum is very efficient and helps work to increase the achievement of company and related team targets," he advised.

PT Wook Global Technology's experience shows that adopting technology such as Barantum CRM can provide great benefits in increasing efficiency, productivity and service quality.