As customer expectations rise, companies must deliver fast, structured, and consistent service across every channel. That challenge is a key focus for Tada, an Indonesian SaaS company founded in 2012.
In Tada's operations, customer service is crucial, including handling complaints and making sure all client communication runs fast and neatly. Heni Nelawati, CLT & Purchasing Supervisor at Tada, shares how Barantum helps her team.
ChallengesSeparate systems and little flexibility
Before Barantum, Tada used different vendors for WhatsApp and other channels. Double costs, scattered data, and reports that were hard to adapt to operational needs.
“Previously, we had two monthly payments because we used different vendors for WhatsApp and other channels. So, we're trying to centralize them into a single platform.”
Heni Nelawati, Tada
Before
- 2 vendors, 2 monthly bills
- Static reports with a fixed format
- Hard to handle overseas client chats
After Barantum
- 1 platform for every channel
- Reports and data views tailored to needs
- Extra channels without new development
SolutionOne omnichannel inbox + integrated ticketing
Tada moved fully to Barantum with six active users. Messages from every platform land in one inbox and automatically become tickets that can be tracked from start to finish.
“Previously, things were a bit static. We needed reports in a specific format. When we consulted with Barantum, they were able to accommodate our needs.”
Heni Nelawati, Tada
ResultsFaster, more structured, and user-friendly
Barantum is now used 24/7 by the front-line agent team. According to Heni, agent comfort is key to a successful rollout: the interface is easy to understand and the process is fast.
“When you pick up a ticket, searching is quick. Everything becomes organized, and it helps with daily process handling at Tada.”
Heni Nelawati, Tada
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RecommendationFor businesses still replying to chats one by one
Beyond easier management, Barantum gives full transparency: new, in-progress, and done tickets are clearly visible, and reports can be downloaded for company use.
“For companies that still handle complaints manually and receive messages one by one, try Barantum. All your operational complaint handling needs are available here.”
Heni Nelawati, Tada
Tada's journey proves that an integrated omnichannel system can improve speed, service quality, and operational efficiency.