When it comes to innovation in the logistics industry, Biteship stands out. Since its inception in 2019, the company has emerged as a leading logistics aggregator, connecting customers with a variety of delivery services like JNE, J&T, GoSend, SiCepat, and more. Based in Jakarta, Biteship offers top-notch solutions for both business and individual shipping needs, all in one easily accessible platform.
Business challenges
With Biteship’s accelerating growth, there were many operational bits they needed to improve as well in order to keep up with the increasing demand. Biteship is agile and is willing to adopt new tools. Thus, they kept their eyes open in finding the perfect solution to solve their most urgent business challenges.
Biteship’s presence on various social media platforms such as Instagram and WhatsApp presented unique challenges in customer service management. Despite having agents on each platform, workload imbalances often occurred. In particular, WhatsApp became a primary focus with overwhelming inquiries. As a result, agent performance evaluations became challenging, leading to slow responses and unpredictable customer satisfaction levels.
On the other hand, administrative tasks in the HR department faced similar constraints. From payroll data management to employee leave management, these tasks often consumed valuable time and were prone to human errors. With the company’s rapid growth, relying on spreadsheets became increasingly inefficient and error-prone.
Mekari as solutions
Mirsa Sadikin, CEO & co-founder of Biteship, felt that Biteship was at a stage where operational efficiency was crucial for further business development. After considering various solutions, Biteship decided that Mekari Talenta and Mekari Qontak were the best solutions to help them address critical operational needs and digitally evolve. With Mekari integration, Biteship achieved an exceptional balance between customer service and internal management.
Mekari Qontak provided the necessary tools to measure agent performance more accurately, objectively. With its omnichannel management feature, Mekari Qontak supports Biteship agents to do quick and consistent responses without compromising customer satisfaction. On the HR side, Mekari Talenta streamlined administrative processes with automated payroll, attendance management, and efficient leave management systems. This helps Biteship’s HR team to focus more on their core tasks rather than administrative tasks, making their work more efficient.
Results
With the seamless integration of Mekari, Biteship has proven that investing in technology is not a cost, but a strategic step for long-term growth and success. The ease brought by Mekari Talenta and Mekari Qontak directly supports Biteship’s operational flow as early as the first implementation stage. The user-friendly dashboard interface and support from the Mekari CS team ensure that Biteship does not experience downtime during system migration.
Mekari Qontak allows an uplift to Biteship’s customer service productivity up to 34%
Biteship’s customer service agents are now empowered with Mekari Qontak, allowing them to work together in one platform. With this convenience, the response rate to customer inquiries increased by up to 20%, and it made it easier to allocate manpower on-duty for each shift. Overall, Mekari Qontak increased CS division productivity by up to 34%, from answering about 100 questions per day to more than 120 questions per day per agent. Additionally, with an automatic and accurate performance recording from Mekari Qontak, supervisors can more easily assess each agent’s performance based on predetermined KPIs. This makes performance reporting and evaluation processes effective because the assessment process is now objective and data-driven.
Mekari Talenta supports payroll distribution and employee leave management to be 2x faster
Mekari Talenta allows Biteship salary calculation and distribution to take about only one to two days from previously one week with manual working process. The HR team now only needs to ensure that the salaries to be transferred and the account numbers are in accordance with the data from Mekari Talenta. Employees and HR are also no longer burdened by repetitive administrative processing for leave requests and approvals, as all can be done and monitored transparently through Mekari Talenta.
After undergoing digital transformation with Mekari, Biteship now enjoys a more transparent and efficient operational flow to achieve faster business development. With centralized customer inquiry management, each CS agent becomes more productive, and this productivity is also automatically recorded as data for objective KPI evaluations. At the same time, the cloud-based system and automation support from Mekari also free up the HR team to focus more on business aspects other than administration like creating employee development strategies.
“Mekari is like a Swiss Army knife for business,” said Mirsa Sadikin, “it helps us to make our day-to-day operations more productive.”
