Challenges
- Current solution cannot adapt to the growing needs of PT KAI
- Response rate is slow due to old system lagging when handling large number of inquiry
- System is not integrated well with inhouse application, thus require double job in inputting data
Solution
- Customize Bitrix CRM solution based on PT KAI business process
- Develop custom CRM and integrate with existing application
- Use Bitrix multi server/load balancing system to increase response rate
Results
- Increase response rate due to increased system performance and integration with existing platform
- More efficient ticketing process due to improved system
