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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:
1) +19.7% increase in customer contact volume
2) From 4 minutes to 30 seconds for logging customer interactions
3) First response time dropped from 5 minutes to just 1 minute "

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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.

Light Bulb

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.

Growth Arrows

+19.7%

Increase in customer contact volume after WhatsApp was integrated into Biznet's system.

Growth Arrows

7x Faster

Reduced customer interaction logging time from 4 minutes to just 30 seconds.

Growth Arrows

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!
Kokatto Dashboard Interface
Analytics Dashboard

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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