Service Desk

Service Desk Helps Companies Focus on Productivity

There are many reasons that demand is increasing for trustworthy third-party service desk options. For companies that produce many types of products, effectiveness in distribution becomes a big challenge. Especially in Fast Moving Consumer Goods (FMCG) companies such as Unilever, Sentosa Karya Gemilang, Khong Guan etc.

However, with the growth of information technology, distribution management has become easier because for every phase there are softwares and applications, from for warehouse records to sales.

For companies that have a distribution as their core business, they need DMS (Distribution Management System) applications to support their distribution operations. To be able to continue to develop in accordance with business growth, an integrated, up-to-date application is needed and requires continuous maintenance.

All of these may be done internally by the company, but companies need to focus on their core business and require complex applications and global standards.

According to Singgih Tjahjono, the Chief Executive Office (CEO) of Pratesis, “The main reason why we introduced this service is to answer the pain point of companies in ensuring business continuity, especially in the IT area, so that day to day operations can run smoothly without interruption, so that companies can focus more on their main business.”

Firstly, what is Service Desk? Based on guidelines from the Information Technology Infrastructure Library (ITIL), Service Desk is a Single Point of Contact (SPOC) between service providers and customers or users. In other words, Service Desk is a communication center service, where customers (users, employees and stakeholders) can seek assistance for their IT problems, and then this support team deliver solutions to the customer in time.

“Service Desk is the result of the transformation of the helpdesk. If the helpdesk is a tactical, reactive, task oriented, break/fix approach, user focused and has fewer resources. Then, Service Desk is more strategic, proactive, process oriented, holistic approach and focused more on strategy. Solutions given by Service Desk is more strategic and comes with more resources,” according to Agus Suryono, Head of IT Services of Pratesis.

As a company that provides IT services, Pratesis developed a solution to deal with problems and reports submitted by customers or consumers, by utilizing a numbering system (ticketing) that makes it easier to track and monitor the types of problems that come in so that settlement actions are resolved more quickly.

Pratesis’ Service Desk has knowledge base, multichannel, analytics dashboard, SPOC, online/offline implementation and issue handling functions. Where Pratesis’ Service Desk has features and uses to support requests from customers as follows:

● Incident Management, which provides support and solutions related to issues/cases.

● Service Request, by providing assistance related to the requested service. For example, date resynchronization, and so on.

● Clarification, namely providing assistance and explanations related to standard company procedures (SOP) and user guides.

● User Education, to deliver knowledge related to certain modules/features. It also includes: analysis, testing, patching, and release updates.

● Value Driver Capture, which functions to make daily notes and various inputs.

Thus, they can help companies maintain business continuity, especially in their daily operation.

Service Desk provides benefits for companies. Among other things, increasing customer satisfaction, reducing the total cost of ownership of IT services, and reducing costs through efficiency and support for the smooth running of IT services through the experiences Pratesis L1 Service Desk Team.

To know more about Pratesis L1 Service Desk or Pratesis’ DMS (Distribution Management System), contact our team directly at

The Key to Success in Building a Distribution Business

The key to success in building a distribution business, management, and corporate governance are important weapons to win the competition. Not a few businesses have been significantly affected by the ongoing pandemic. But on the other hand, there are also businesses that recycle profits because of this pandemic. One of them is the logistics business. When human activities are limited, the need for home delivery becomes very crucial. Not surprisingly, the number of shipments of goods during the pandemic skyrocketed. Not only secondary and tertiary goods, even basic necessities including fast-moving consumer goods (FMCG) are very commonly purchased with the concept of home delivery.

The above conditions also encourage the growth of new business fields such as distribution. The need for speed and ease of arrival of goods on time makes new distributors appear. The scale of the business also varies, ranging from small, medium-scale, or expansion of large companies.

However, business competition should still be the concern of every businessman. The development of management and corporate governance is an important weapon to win the competition. Check out some tips for building a distribution business

  1. Conducting Market Research and Analysis Periodically

It is very important to do a lot of market research as a basis for making decisions before and while running a business. Research is not always in the form of paperwork which is heavy, but more to the observation of competitors, customer needs to new challenges that must be faced. The market is an important factor because the existence of a market will determine the direction of the product to be distributed later. If the market is right, then the product will be distributed to the right target as well. If this happens, then the product turnover will be smooth and a smooth business as well.

Good use of data is also part of market research and analysis. Data is the basis for decision-makers.

  1. Determining the Right Distribution Chain

The right distribution chain is the most crucial point in distributing goods. The simpler the distribution chain, the more efficient the business will be. A long and convoluted distribution chain will increase costs and add to the management work. Basically, distributors are the first hands to distribute products from producers to retailers or final consumers. Margin is generally obtained from price discounts from producers to final consumers. The more types and quantities of products distributed, the higher the discount.

Distributors must purchase products, store products, classify products to transport products to the final retailer. Even distribution companies include parties that can convey information about all things related to products and carry out product promotions.

All of these capabilities are applied to form a product distribution chain. In the end, the distribution chain is a series of activities that will ultimately be related to the whole process of distributing goods. The distribution chain is also defined as the activity of moving and distributing goods or services from producers to consumers. The chain includes various things ranging from the type, price, quantity, and place needed. Of course, the distribution chain can be different in each location and type of goods, this is what requires the attention of distributors.


  1. Check Inventory Carefully

A good distributor must be able to guarantee the availability of stock in the warehouse, both in terms of quantity and quality. The existence of goods in the warehouse greatly determines the availability of market goods, which greatly determines the credibility of the brand. Delivery delays can make competitors’ products chosen by consumers, especially for fast-moving goods. On the other hand, the control of goods also involves the expiration date which greatly determines the quality of the product. delay in delivery that causes your item to expire. Create an inventory system with sufficient technology to find out the amount and need for goods in real-time.

  1. Monitoring Cash Flow

Financial management is basically a determinant of the success of any type of business. In the distribution business, this becomes very crucial because the payment system between distributors and retailers can be different for each product or manufacturer. Use of supporting technology It is very important that all invoices and receivables and other business obligations are complied with on time.


  1. Build a solid Salesforce.

It is undeniable that the sales force or sales force in the field is the cornerstone of the distribution of goods. They do not just bring goods to retail, but also build strategies and establish good relationships with retailers. The sales force is also required to be able to read market conditions, develop the market and make reports as the basis for making management decisions.

For this reason, the management of the sales force has always been an important element that management must concentrate on.

The sales force also needs to be supported by digital applications that make it free to move without being burdened by many complicated reports like other elements.

Fast Moving Consumer Goods Industry Distribution Model

Fast Moving Consumer Goods (FMCG) is an industry that covers all daily needs, both commodities, and non-commodities whose interests cannot be replaced by other goods. FMCG products usually have a relatively short shelf life or expiration date, due to their perishable nature. In Indonesia, there are at least four categories of FMCG products, namely home care and personal care, food and beverages, cigarettes, and alcohol. Home care and personal care include products for home and personal care, such as cosmetics, toiletries, cleaning tools, clothing, and so on. Meanwhile, food and beverages are food and beverage ingredients that can be consumed directly or must be processed first, including sugar, coffee, tea, milk, instant noodles, and biscuits. The development of the FMCG business has pushed its supporting businesses to move forward, one of which is the distribution model.

How is the development of the FMCG business in the country?

The development of population, shifting behavior patterns and the proliferation of FMCG producers make this industry very dynamic. Consumer demands for the availability of fast and quality goods make these business people more creative and innovative, not only in terms of production but also in terms of marketing. Now, the marketing channel has also widened with the presence of digital platforms that make FMCG the same as other products. No wonder there are many housewives who buy soap, soy sauce, and even cooking spices through online shops. said that as of the third quarter of 2020, the FMCG business in the country rose 8.8% (YoY) with a percentage of 19% of total household expenditure in Indonesia. Meanwhile, the biggest trade/market is still in traditional trade. During the pandemic, the FMCG industry barely had a significant impact compared to other business sectors.

The wider the target for the distribution of a product, the distribution of its supporters must be more spread out. Not surprisingly, the distribution business in the country is one that has survived even though the pandemic has hit.

Then, what is the FMCG distribution model in Indonesia?

With the traditional market as the largest channel, the FMCG distribution model in Indonesia still relies heavily on the sales force. Traditional channels here, do not mean traditional markets, but also grocery shops, stalls, and even street vendors. Salesforce not only acts as an intermediary between producers and consumers but also builds relationships and partnerships between producers and wholesalers/retailers/retailers.

Before reaching wholesalers or retailers, the distribution process has actually started from the warehousing. First, the product enters from the supplier, when the product enters the company, it means that the product flow in this warehouse has entered the receiving activity. When removing products from the truck to the docking area, the admin has a role to match the quantity and type of products that come with the purchase invoice. The next activity is storing which has some activity details such as storing products into a stack. The whole process is often called inbound logistics. The last activity is shipping, which is the entire process related to shipping goods to wholesalers or retailers and is often called outbound logistics.

Wholesalers in Indonesia are known as large wholesalers and small wholesalers. The difference is determined by the size of the coverage area and its turnover. Likewise with retailers or retailers. Modern retailers such as minimarkets usually have their own distribution company to streamline costs and make the prices of their goods more competitive.

As the largest archipelagic country in the world, there are many challenges for FMCG distribution in Indonesia such as creating strategic distribution points, collecting and analyzing large volumes of reports, evaluating and predicting sales, and selecting operational management applications that can accommodate all geographic and management challenges. . These challenges require individual solutions. To answer these challenges, a digital system or application is needed that can run and monitor all distribution functions.

With the development of digital technology, all problems of FMCG distribution in Indonesia can be overcome. Scylla, Pronto, and the service desk from Prathesis answer all distribution problems with systems that are integrated with each other. This system supports all business activities from sales, inventory, customer handling, accounts payable, delivery to financial reports.

All data is processed and integrated, using a cloud-based platform. The use of the cloud itself is actually often done in everyday life, although it has not been widely realized. The cloud-based platform was chosen because companies do not need to provide servers and storage and think about maintenance costs. In addition, cloud platforms are easier and more affordable than those having to manually integrate data.

Appropriate, Fast, and Efficient Distribution Strategy

Fast-moving consumer goods (FMCG) companies need the right, fast, and efficient distribution strategy. Manufacturers need distribution so that products from producers can reach consumers safely. Although it looks simple, in reality, the process of the FMCG product journey from producer to consumer is complicated. Therefore, a good distribution strategy is needed so that the product reaches consumers well too.

The following strategies can be applied to make business activities more satisfying:

Choosing the right distributor

The first strategy, of course, is choosing the right distributor. Because the right distributor will work according to the target even the vision and mission of the manufacturer. Choosing a distributor that fits the producer’s target market will make the producer’s job easier. Manufacturers only need to submit the product to the distributor, to be further managed by the distributor.

Using supporting software

Doing distribution, especially on a large scale, there is a possibility that producer companies will experience problems in managing the process. Software like enterprise resource planning (ERP) or Scylla Enterprise will make monitoring easier. This business software can help manage the distribution process more effectively and efficiently. The way it works is to connect related divisions. This software also integrates a reporting system. Distribution and all the processes can run smoothly, safely, and accurately.

Distribution via website

One of the facilities in the digital era is the existence of a website. Websites can be used for product distribution. The trick is to include all the products in your company on a website that you develop yourself or through a third party. Take advantage of SEO techniques. Use SEO services for several months so that your product is easy to find on search engines. Please note, the level of competition in search engines is tight because it competes with products offered in the marketplace. Therefore, when there is a new product, do intensive SEO optimization.

Define distribution area

As a manufacturer, you must determine the right distribution area according to the company’s products. Understand the behavior of your consumers and map where they are. Do a survey so you know which areas have the most demand for your product. Start in the nearest area and focus on the local area. After the local area has been met, then you can expand the distribution area.

Prepare the means of transportation

One of the main factors for successful distribution is the availability of adequate means of transportation. You have to determine the right means of transportation. Adjust to the location of the distribution range and calculate the cost. Choosing the right means of transportation will make distribution smoother and costs less.

Maintain good relationships with distributors

It could be said, the distributor is the most decisive party in your business. It’s useless to have a quality product that many people need if it can’t be distributed properly. Therefore, maintain good relations with distributors. Especially if you have got the right and appropriate distributor. Keep in touch. Report daily work changes and progress.

Those are some of the right distribution strategies, to optimize the delivery of your products to consumers. Don’t forget to evaluate the sales results and performance of distributors on a regular basis. The goal is to find out how far your business has grown while working with the selected distributor. Also, to determine the next step in selecting a more effective distribution strategy.

Route Optimization, An Essential Strategy In FMCG Product Distribution.

Route optimization is one of the essential strategies in fast-moving consumer goods (FMCG). If the route optimization happened to be performing correctly, it can raise the sales more optimal.

It has become a common thing if each FMCG company is looking for strategies toward decreasing Salesperson operational expenses. Nonetheless, the companies are still required to develop face-to-face intensity with the store owner or whoever is in charge. A sufficient number of communication intensity befitting one affecting indicator for leveraging store morale as a final distributor to selling principal commodities.

Unfortunately, there’s plenty of principal and distributor that hasn’t been yet discovered the efficient route run by the Salesperson. Even though if the distances, time, and other measure variants get optimized, the Salesperson can reach the store target according to the visit order as planned.

Within this digitalization era nowadays, route optimization is one of the apparatuses for business owners and distributors to increase their business growth. By optimizing the route, perks attained for business were :
● Ease to locate the most efficient dan cost-saving route for the Salesperson
● Lessen the time allocated for mapping any Salesperson route.
● Ensure Salesperson visits each store according to the visit order, within the most efficient time, utilizing the least cost spent.

Despite the aforementioned optimization route process looking simple, the fact is numerous methods and strategies are involved in the way. Several distributors tried to optimize the route manually. But it’s not yet maximal, because it depends on efficiency, scalability, accuracy, and Salesperson productivity.


Mapping Coverage Illustration

FMCG Companies Must Optimize Sales Coverage, Here’s Why!

Sales coverage or Area Coverage is basically the most important part of Territory Management on FMCG which is applied with a mix of the marketing mix (Product, Place, Price & Promotion). With the existing coverage area, FMCG company salespersons must be able to increase effective calls (outlets visited and make transactions) to ensure product distribution (availability and visibility), education, promotion, and price stability.

Sales coverage is the area coverage grouped based on certain criteria such as location, store name, and store type. With this grouping, all shops will be visited regularly by salesperson FMCG company according to a predetermined schedule.

It is undeniable that sales coverage is one of the keys to smooth business at an FMCG company. Therefore, FMCG companies should design a strategy so that sales coverage impacts on company revenue What are the reasons? Here it is!

All shops are well monitored

With the implementation of sales coverage, salespersons can schedule periodic and measurable store visits. The more regularly the salesperson visits the customer, in this case, the store owner, the more neat and orderly the store will be in managing our products in the store.

Salesperson, It also functions as an intermediary, between the company and the shop owner. Regular visits will make communication between the two better, including discussing the obstacles that may be faced. This means that companies can provide solutions and meet customer needs, better.

If these stores are properly monitored, the company can map out which stores have high incomes and which stores have not maximized their income. So, companies can also help overcome the challenges they face which in turn helps increase sales.

Target and sales increase

One way to optimize sales coverage is to improve salesperson performance. Set determining indicators, for example, the minimum number of visits made in one day, the routine of visits, and the target of visits that must be carried out during a certain period. The salesperson must also be able to estimate the distance and travel time when visiting the customer’s premises, as well as adding new customers within the same area. With sales coverage, salespersons can also learn about the character of consumers in their area. This is very helpful in the decision-making process for which items will be sold more or which items are not too in demand so that sales optimization can be realized.

Budget more planned

If the salesperson’s performance is regular and clear, the company can manage the distribution budget more neatly. Companies can streamline the budget needed for salesperson visits to various customer stores. All budgets will be recorded based on salesperson routines. So, no more cost overruns for unnecessary things.

Improve customer service

Optimizing sales coverage by maximizing the work of the salesperson, also means improving service to these customers. With a salesperson who regularly monitors partner stores with a fixed schedule of visits, it means that the store can predict the amount of product inventory to sell. Customers will also find it easier to calculate product needs, make sales predictions, and do things that can increase sales. In the end, FMCG companies also helped in increasing revenue.

Products are easy to find.

Sales coverage well laid out, it will also make it easier for consumers to get company products. By using demographic data of the population in its “coverage area”, salespersons can manage product availability in each area. The amount may not be the same at every store or at every point, where each can be decided based on the number of items sold in each store. The salesperson can also focus sales to areas with high demand for goods so that turnover also grows. Meanwhile, areas with suboptimal demand can be considered for the next sales strategy.

Those are some of the reasons FMCG companies must optimize sales coverage. In the end, the income of shops and retailers will be followed by an increase in the income of the principal company.