Logistic aggregator startup Biteship turbocharge agent productivity up to 34% using Mekari

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'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.

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.

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.

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.

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.