Retail

FKS Multi Agro: More Efficient Call Center Operations with Barantum

Yohanna Marselina Marpaung Customer Service Section Head, FKS Multi Agro

Video Testimoni FKS Multi Agro - Barantum

FKS Multi Agro is the distributor of Bola-brand soybeans operating in the B2B segment, relying on a call center to reach and serve end-users across Indonesia.

Industry Retail
Company Size National
Location Jakarta
Total Users 4
Join Year 2023

In the food distribution industry, speed and accuracy in communication are key to delivering excellent customer service.

This was recognized by the team at FKS Multi Agro, the distributor of Bola-brand soybeans, when they decided to upgrade their customer communication system by switching to Barantum as their CRM and call center solution.

B2B Communication Needs That Reach the End-User

As a company operating in the B2B (business to business) segment, FKS Multi Agro faces a unique challenge: how to stay connected with and understand the needs of end-users, even though they don’t directly interact with them within their business structure.

Yohanna Marselina Marpaung, Customer Service Section Head at FKS Multi Agro, explained that her team utilizes loyalty programs to collect customer data while also building communication channels with end-users.

“To reach the bottom-tier customers who don’t interact directly with FKS, we use a call center. That’s where we need a system that supports broad communication but still remains efficient.” — Yohanna Marselina Marpaung

From a Previous Vendor to Barantum: Time to Switch to a More Efficient System

Before using Barantum, FKS Multi Agro was already operating a call center system from another vendor. However, over time, they began reassessing the effectiveness and efficiency of that system.

“We saw that what Barantum offered was quite aligned in terms of both pricing and features,” said Yohanna. — Yohanna Marselina Marpaung

This became the main reason FKS Multi Agro eventually chose Barantum. The result? They successfully reduced recurring issues and received a more satisfying level of service.

Fast Response, Stable System, and a User-Friendly Interface

Barantum doesn’t just provide an efficient system — it also delivers responsive technical support and a user-friendly interface (UI).

For Yohanna and her team, these factors greatly help their call center operations become faster and more productive.

“If there’s an issue, Barantum’s team is quick to help. From support staff to the IT team — everyone is responsive,” said Yohanna. — Yohanna Marselina Marpaung

“One dashboard can be used by everyone and accessed from a computer or laptop. Our agents understood the system quickly too,” she added. — Yohanna Marselina Marpaung

The flexibility and ease of use offered by Barantum has made the agents’ workflow more dynamic, especially for outbound call activities aimed at gathering insights or resolving customer issues directly.

Positive Impact: Productivity Increased by Up to 70%

Switching to Barantum was not just about replacing a system — it was about accelerating work processes and improving service quality.

Yohanna revealed that overall, Barantum has had a positive impact of around 70% on her team’s performance.

“Our call center is now easier to operate. Calls are made quickly, technical issues are minimal, and the service provided to customers is much more optimal.” — Yohanna Marselina Marpaung

It's Time for Your Business to #UseBarantum

FKS Multi Agro’s decision to use Barantum wasn’t just a technological upgrade — it was a commitment to delivering the best service to their customers.

If you want your customer service or call center team to work faster, more efficiently, and make a real impact on service quality, then it might be time to follow in FKS Multi Agro’s footsteps.

Let your business team start using Barantum today. #UseBarantum.