#Tokopedia banner professional#
Tokopedia once again engaged Salesforce Professional Services for help in designing processes and workflows for more efficient and proactive service. We needed to maximise automation and make it easier for customers to self-service,” said Dalimunthe. “At the size we are, we can’t only depend on human agents.
The next step for the company was to increase automation and enable a more connected experience through the use of Social Studio and social listening. Together with streamlined case management, this supported agents to deliver more effective and personalised service. The initial implementation of Service Cloud equipped Tokopedia’s customer care agents with a real-time view of customers’ orders and payments right inside the service console as well as automatic suggestions of Knowledge Articles. One-month intensive training for Service Cloud and Social Studio was also provided during the initiation by Salesforce Professional Services. With support from Salesforce, Tokopedia completed the implementation of Service Cloud in four months, achieving its goal of zero downtime and gaining a 360-degree view of customers and all their interactions.
#Tokopedia banner trial#
This helped us avoid going down a path of trial and error and accelerated our learning curve,” said Dalimunthe. “By working with Salesforce Professional Services, we were able to benefit from their insights into how other successful customers were using Service Cloud.
#Tokopedia banner how to#
Tokopedia also consulted with Salesforce on how to best leverage Service Cloud to achieve their specific goals. The architect worked closely with Tokopedia’s internal DevOps team, helping to guide them in best practice and transfer knowledge. To deliver on its goal of zero downtime, a Salesforce Solution Architect helped Tokopedia to plan and build an architecture for the successful migration of data and implementation of Service Cloud. To achieve these objectives and more, the company engaged Salesforce Professional Services to drive the implementation and provide ongoing support. As a 24/7 business, Tokopedia also needed to ensure a seamless migration of data and zero downtime. When it came to the implementation of Salesforce, Tokopedia’s objectives were to optimise assisted channels like email and live chat as well as self-service. “As a company that runs on trust, we need to deliver exceptional service and we partnered with Salesforce to help us do this at scale,” said Rudy Azhary Dalimunthe, Vice President of Customer Excellence, Tokopedia. However, three years ago the company reached a tipping point where adding headcount wasn’t enough. Tokopedia’s growth during this time has been phenomenal and it has gradually increased headcount to keep up with demands for service. Over the last decade, the company has evolved to offer services in financial technology and payment, logistics and fulfillment, as well as new retail as part of its mission to democratize commerce through technology in Indonesia.
We believe that we are in the process of building a world class technology company which fortunately happens to be in Indonesia.Tokopedia is widely known as an Indonesian technology company, with more than 90 million active users per month.
SoftBank is the investor behind the success of Alibaba, while Sequoia Capital is the investor behind the success of Apple, Google, Instagram, WhatsApp, and many other successful technology companies. Tokopedia is the first internet company in Southeast Asia that succeeded to close US $100 million in funding from SoftBank and Sequoia Capital. Tokopedia is also indirectly responsible for the creation of thousands of new jobs through the growing success of our merchants, who often become a positive impact by providing job vacancies in their immediate communities. Our services have allowed hundreds of thousands of Indonesian small and medium-sized enterprises (SMEs) to send millions of products every month to their customers throughout Indonesia. Tokopedia provides a better online selling experience to the sellers, so that the sellers can provide a better online shopping experience to their customers.Īt Tokopedia, we believe that a marketplace is the most beautiful business model in the world, because the success of a marketplace can only be achieved by helping others to become more successful. Tokopedia (which is owned by PT Tokopedia, is an internet company that allows individuals and business owners in Indonesia to open and manage their own online stores easily and for free.