By improving platform stability, Barantum empowers businesses to have better sales and customer CRM interactions.

Seeking a reliable solution for a high-demand SaaS market

In Indonesia's fast-moving digital marketplace, customers expect fast, responsive interactions, and seamless support on their preferred channels. But for many businesses, juggling conversations across WhatsApp, social media, calls, and email creates bottlenecks, missed messages and frustrated customers.

Barantum helps companies to cut through that mess by bringing every interaction into a single dashboard on its omnichannel CRM. This empowers customer service agents to handle multiple tools simultaneously. It also helps businesses to monitor and direct their sales teams' daily activities, ensuring performance and accountability.

For Barantum, providing a stable platform that can scale based on its clients' traffic is paramount.

Before 2020, Barantum's services ran on a traditional on-premises data center that failed to keep up with traffic peaks during key holidays, such as Lebaran. Network outages could last up to six hours, and a data center fire once took the system offline for nearly two days. Backing up critical customer data was a manual process that took hours, posing a significant risk to business continuity.

To help customers architect the right solution, Barantum sought a partner that met Indonesian government regulations for data residency. The company also needed a stable, integrated ecosystem for services such as the Google Maps API it already used:

1. Maps JavaScript API: For real-time map visualization and interaction
2. Places API: For location search and address autocomplete
3. Geocoding API: For converting addresses into coordinates or vice versa

Before Google Cloud, we faced scalability limits with our previous server, especially during high-traffic peaks. We also had network problems that could last six hours. This was a constant operational challenge for our IT team and a risk to our client.

(Robert Adrian, Business Development Director, Barantum)

Building a unified, high-performance tech stack

Barantum found in Google Cloud a scalable and reliable ecosystem as well as a local Jakarta data center to meet government data residency requirements. Developed with support from Google Cloud partner Cloud Ace, Barantum's new architecture is built on a foundation of Compute Engine and Cloud SQL.

This combination provides the high-performance stability to manage hundreds of server instances and process vast, growing volumes of CRM data. This is particularly critical when its clients need to generate complex reports from millions of interaction logs.

On this foundation, Barantum integrates a suite of API Services to build features directly into its product.

Cloud Text-to-Speech, for example, powers an automated "robocall" feature, allowing Barantum's clients to run large-scale telemarketing campaigns. The engineering team also uses Firebase for server notifications and crash analytics, creating an early warning system that alerts them to potential issues before clients feel any impact.

To support internal processes, Google Workspace with Gemini is used to draft documents, while Build with Gemini acts as the AI engine integrated into the Barantum platform, suggesting answers to help customer service agents resolve queries faster.

Having a single, integrated platform was a key factor. It's much simpler to manage one vendor ecosystem for all the services we need, from infrastructure to APIs and AI.

(Robert Adrian, Business Development Director, Barantum)

How platform stability unlocked faster ISO audits and new features

With the new Google Cloud foundation, technical complaints from clients dropped by more than 80%. The team can now seamlessly add capacity to meet high-traffic peaks, resolving scaling issues that previously impacted clients. Manual data backups that once took hours were replaced by automated, multi-zone backups that complete in minutes, improving security and streamlining operations.

Additionally, since the implementation, routine maintenance activities such as server patching, manual backup, monitoring, and VM scaling are now automated, it has saved approximately 20–30 IT team working hours per month, allowing them to focus more on innovation and feature development.

The process for achieving ISO 27001 and 9001 certification also became significantly faster. Auditors can easily verify the platform-native capabilities for data security, availability, and backups, allowing compliance checklists to be completed with ease.

This shift allows the engineering team to redirect their focus to application-level innovation, developing and scaling their omnichannel solution to support more than 10 new customer channels.

Barantum is now exploring BigQuery and Looker to optimize data processing and visualization as its data volumes grow. This is part of an ongoing, active discussion with Google Cloud and Cloud Ace to ensure long-term efficiency and continue driving innovation.

Achieving our ISO 27001 certification was so much faster with Google Cloud. The auditors see the platform, and the checklists for data security, availability, and backup are instantly done.

(Robert Adrian, Business Development Director, Barantum)

Barantum provides leading CRM, omnichannel, and call center solutions designed to help Indonesian businesses boost sales, enhance customer experience, and improve team productivity. With continuously evolving features, such as automation, AI-assisted responses, and real-time analytics, Barantum helps companies streamline workflows, accelerate communication, and remain competitive in an increasingly fast-paced market.

Industries: Retail, Technology

Location: Indonesia

Products: Compute Engine, Cloud SQL, Google Maps Platform, Firebase, Cloud Text-to-Speech, Gemini, Cloud Monitoring, Cloud Logging, Cloud Text-to-Speech API, Cloud Identity-Aware Proxy API, Maps JavaScript API, Places API, Geocoding API

About Google Cloud partner - Cloud Ace

Cloud Ace is a Google Cloud partner serving Asia Pacific with consultation on Google Cloud deployment, architecture, migration services, data/AI, and system optimization. It has over 100 engineers across Japan, Singapore, Vietnam, Thailand, Taiwan, and Indonesia.