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 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. Tokopedia is widely known as an Indonesian technology company, with more than 90 million active users per month.
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