Privy Identitas Digital

Powering Revenue Intelligence, Investor Reporting & CX Transformation for Indonesia's Digital Trust Leader

Introduction

Privy is Indonesia’s leading digital trust provider, offering certified digital signatures and user-centric digital identity solutions to millions of individuals and thousands of enterprises. Established in 2016 and licensed as a Certificate Authority (PSrE) integrated with Indonesia’s national identity database, Privy provides legally binding digital verification at national scale. As Privy scaled its SaaS subscription business and grew its enterprise client base, it required both a sophisticated ERP platform to manage complex revenue streams and a modern CRM system capable of delivering consistent, high-quality customer support at scale.

Challenges

Privy faced two interconnected operational challenges as it scaled:

On the financial side, Privy needed to manage highly complex revenue recognition across multiple transaction types — including subscriptions, usage-based billing, post-paid services, and pre-paid packages. Existing systems lacked the sophistication to handle Privy’s multi-dimensional revenue model, integrate with their CRM and core platform, or produce the detailed business performance reports required for investor transparency.

On the customer support side, Privy was operating on Salesforce Service Cloud with over 500,000 historical tickets across a growing team handling inquiries across multiple channels. The platform no longer met their evolving needs for flexibility, mobile integration, and real-time analytics — requiring a rapid migration without disrupting service continuity or SLA commitments.

Solutions

Track 1 — Financial Operations: Oracle NetSuite
We implemented Oracle NetSuite with an emphasis on advanced revenue management, deep system integration, and executive-level reporting — matching the sophistication of Privy’s multi-stream SaaS business model.

Oracle NetSuite Modules Implemented :

Financials Mid-Market Cloud Service
Financial Management Mid-Market Cloud Service
Advanced Revenue Management Mid-Market Cloud Service

Customizations & Integration Services :

Integration with CRM System for unified customer and revenue data
Integration with Privy Core Platform — covering Subscriptions, Usage, Post-paid, and Pre-paid transaction flows
Business Performance Reporting module designed for investor-grade transparency and strategic analysis

Track 2 — Customer Support: Zendesk
Zendesk Professional Services executed a seamless platform transition from Salesforce Service Cloud, completing migration and go-live within an accelerated 3-week timeline.

Key Deliverables :

Full migration from Salesforce Service Cloud to Zendesk, including 500,000+ historical tickets
Omnichannel setup: Email, Webchat, and WhatsApp Official Number
Native integration with Privy’s mobile application (iOS & Android)
Google Looker Studio dashboard for real-time performance tracking
Zendesk Workforce Management (WFM) for agent scheduling and capacity planning
Zendesk QA module for continuous service quality monitoring

Privy now operates as a fully integrated digital enterprise — with Oracle NetSuite powering automated, accurate revenue recognition across all transaction types and a single source of truth for investor-grade financial reporting, while Zendesk delivers a modern, omnichannel support ecosystem with real-time analytics and workforce optimization.

The Salesforce-to-Zendesk migration was completed in just 3 weeks with zero data loss and zero service disruption. With 83% CSAT, 91% FRT SLA compliance, and comprehensive financial intelligence across all revenue streams, Privy’s operational foundation is as trusted and reliable as the digital signatures it provides.