We improved response time by 80% and cut customer handling time by 87.5%—all thanks to Kokatto
Integrated WhatsApp with internal systems through Kokatto Enterprise, resulting in:
+19.7% increase in customer contact volume
From 4 minutes to 30 seconds for logging customer interactions
First response time dropped from 5 minutes to just 1 minute
Biznet is a leading digital infrastructure company—operating in more than 180 cities across Indonesia and serving millions of customers nationwide.
Known for providing a wide range of services including fiber optic internet, data center, IPTV, and cloud computing solutions for both residential and enterprise clients.
How can we solve their challenge?
The Problem
Biznet wanted to expand customer communication via WhatsApp but needed a solution that could seamlessly integrate with internal systems. Their existing setup made it time-consuming for agents to log interactions and respond promptly—resulting in inefficiencies and slower service times.
Kokatto Solution
Using Kokatto Enterprise, Biznet was able to:
Integrate WhatsApp directly into internal systems, ensuring smooth workflows for customer support.
Reduce customer interaction logging time from 4 minutes to just 30 seconds.
Improve first response time by 80%, from 5 minutes to 1 minute.
Handle +19.7% growth in customer contact volume without additional strain on the team.
The Kokatto platform enabled real-time visibility and speed, helping Biznet deliver faster, more consistent customer experiences.
As a results
Better chats, quicker responses, and yes—service performance that keeps improving.
+19.7%
Increase in customer contact volume after WhatsApp was integrated into Biznet's system.
7x Faster
Reduced customer interaction logging time from 4 minutes to just 30 seconds.
80% Faster
First response time improved from 5 minutes to only 1 minute.
We use this integration to serve customers better
Faster Workflow, Happier Customers.
No more switching between tools. With Kokatto Enterprise, Biznet seamlessly connects WhatsApp to internal systems—making every customer interaction faster, more accurate, and fully traceable. The result? Happier customers and more productive teams.
Start Streamlining Your Support Now!
Centralized Dashboard with Real-Time Metrics — Empower Your Support Team!
No more blind spots! With Kokatto's MIS Dashboard, Biznet can monitor response times per agent, track performance in real time, and ensure consistent customer experience across teams.
Monitor Smarter, Perform Better"Thanks to Kokatto, we experienced a +19.7% growth in customer contact volume, while our response time improved by over 80%. The team is responsive, reliable, and always willing to adapt to our internal systems."
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