Retail

Hercudor Boosts Sales Efficiency by 90% with Barantum

Alexander Surya Director, Hercudor

Galaksi Pintu Semesta, known as Hercudor, was established in 2019, focusing on doors and windows, with family business roots dating back to 1998.

Industry Retail
Company Size National
Location Bekasi
Total Users 4
Join Year 2025

Galaksi Pintu Semesta or better known as Hercudor was established in 2019, but its roots go way back. Alexander Surya, or commonly called Ko Ahong as the Director of Hercudor, shared that his family business actually started in 1998 through his parents' hardware store.

"If you count it, our family business has been running for more than 20 years. After graduating in 2017, I helped my family's hardware store first," — Alexander Surya

From there, Ko Ahong learned a lot until he finally decided to focus on building the Hercudor brand, which specializes in doors and windows.

Initial Challenge: Customer Chats Difficult to Manage

As Hercudor began to grow, the number of customers coming through various digital channels also increased. From Tokopedia, Shopee, to WhatsApp. All incoming messages had to be answered. However, this was where the problem started.

"At first, I replied to all the chats myself, both on the marketplace and WhatsApp. But over time, it became impossible, so I added a sales team. Each of them had their own phone and WhatsApp number," — Alexander Surya

At first glance, this solution seemed practical, but it created new problems. Because each salesperson had their own number, Ko Ahong couldn't monitor how they interacted with customers.

"In Tokopedia and Shopee, I could still check the chat history. But on WhatsApp, I had no idea what the conversations were like, what they replied, or how fast they responded," — Alexander Surya

This caused inconsistent customer experience and risked losing potential sales opportunities. Some customers received fast responses, while others had to wait a long time. In fact, response speed is crucial in determining customer satisfaction and conversion chances.

Barantum as the Solution: All Chats Managed in One System

The turning point came when Hercudor started using Barantum Omnichannel Chat. According to Ko Ahong, Barantum's system helps his team around 80–90% in daily operations.

"Now I only need to publish one WhatsApp number to the public. All incoming messages are connected directly to the Barantum system. From there, I can monitor team conversations and control their responses," — Alexander Surya

With a centralized system, Ko Ahong can ensure every customer is served with the same standard, without worrying that any message will be missed or left unanswered.

Favorite Features That Help Hercudor

Ko Ahong noted that several Barantum features are extremely useful for his team in managing customer communication. One of them is Quick Reply, which helps the team answer standard questions faster. This way, customers don't have to wait long just to get a simple answer.

In addition, Ko Ahong also finds the Broadcast feature very helpful. It's used to follow up with customers who haven't replied, remind them about shipping payments, or send important information all at once.

"In the past, if I needed to send additional shipping info to out-of-town customers, I had to save each number and send messages manually. Now I can simply use Broadcast via Barantum, with Hercudor's name clearly displayed. Customers also trust that it's really from us," — Alexander Surya

However, among all the features, the most important one for Hercudor is the omnichannel that centralizes WhatsApp in one system. With just one official number, all customer messages go into a single, trackable system."

"This is the main feature I needed. If each salesperson had their own number, I couldn't see what was happening. Now all conversations are in one system that I can control," — Alexander Surya

Faster Customer Response with Barantum

The biggest change Hercudor experienced after using Barantum is faster response time.

"Now I can immediately see if there's any chat that hasn't been replied to. For example, if a customer has been waiting two hours, I can immediately remind the team to respond. Over time they got used to it now they usually reply within 30 minutes," — Alexander Surya

According to him, quick responses are the key to maintaining customer satisfaction. This responsiveness makes customers feel cared for and builds stronger trust in the Hercudor brand.

For Ko Ahong, Barantum is not just a chat system but an essential partner that keeps his business organized and under control as it grows.

"If your business is growing and your sales team is expanding, you need to use Barantum," — Alexander Surya

With Barantum, Hercudor has successfully transformed how they serve customers from slow and hard to manage communication to a faster, more professional, and measurable system.