Behind LinkAja’s Fast and Connected Support System
*conducted by internal TMS survey
Industry
Financial Technology
Location
Indonesia
Solutions
Salesforce Service Cloud
LinkAja is a server-based payment service provider which is the flagship product of PT. Fintek Karya Nusantara (Finarya) and has been registered with Bank Indonesia. Since February 21, 2019, Finarya has officially received a license/permit from Bank Indonesia as an Electronic Money Issuing Company and Digital Financial Service Provider for Legal Entities. Finarya has also implemented an Information Security Management System.
Finarya is a subsidiary of 10 State-Owned Enterprises (BUMN). As a subsidiary of BUMN, Finarya is also open to synergize with private parties who have a similar vision and mission. In October 2020, Grab Pte.Ltd. officially became the new shareholder of Finarya. In March 2021,PT Dompet Karya Anak Bangsa was officially registered as the new shareholder of Finarya.
Handling their many customers in the many industries they cater to, LinkAja faced challenges surrounding their monitoring case management system and leads handling.
As time went on, it became more challenging for them to track the task reminders, ticket monitoring and various commercial platforms. Their specific problems were as follows:
Improve System
Improve their system for monitoring case management systems, (automation platform for reporting and task reminders, ticket monitoring, etc).
Handle
Handle lead or case from various commercial platforms (Website, social media, google play, appstore, etc).
To address these challenges, LinkAja! implement the Salesforce Service Cloud Solutions which focus to solve issue in these areas:
- Integrated collaboration platform for customer commercial support (Website, social media, google play, app store etc) with Salesforce Omni Channel
- Automate business processes with intelligent workflows Up level case management system
To gain a digital solution and remedy their situation. After thorough consideration of the problems presented, TMS Consulting proposed the implementation of the Salesforce Service Cloud Solutions.
Results: Realizing Efficiency, Profit, and Speed
Improvement in case management system
Easy in monitoring potential cases from any channel
Engagement Improvement between Link Aja and their customers
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