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 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 capable of delivering consistent, high-quality customer support at scale.
Challenges
On the financial side, Privy needed to manage highly complex revenue recognition across multiple transaction types — subscriptions, usage-based billing, post-paid services and pre-paid packages. Existing systems lacked the sophistication to handle a multi-dimensional revenue model, integrate with the CRM and core platform, or produce the detailed 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 enquiries on multiple channels. The platform no longer met their needs for flexibility, mobile integration and real-time analytics — requiring a rapid migration without disrupting service continuity or SLA commitments.
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.
- Financials Mid-Market Cloud Service
- Financial Management Mid-Market Cloud Service
- Advanced Revenue Management Mid-Market Cloud Service
- Integration with the CRM system for unified customer and revenue data
- Integration with the Privy core platform covering subscription, usage, post-paid and pre-paid transaction flows
- A business performance reporting module designed for investor-grade transparency
Track 2 — customer support: Zendesk
A seamless platform transition from Salesforce Service Cloud, with migration and go-live completed within an accelerated three-week timeline.
- Full migration from Salesforce Service Cloud, including 500,000+ historical tickets
- Omnichannel setup: email, webchat and the WhatsApp official number
- Native integration with Privy's mobile application (iOS and Android)
- A Google Looker Studio dashboard for real-time performance tracking
- Zendesk Workforce Management for agent scheduling and capacity planning
- The Zendesk QA module for continuous service quality monitoring
Outcome
Privy now operates as a fully integrated digital enterprise — Oracle NetSuite powering automated, accurate revenue recognition across every transaction type 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 optimisation.
The Salesforce-to-Zendesk migration was completed in three weeks with zero data loss and zero service disruption. With 83% CSAT, 91% first-response SLA compliance and comprehensive financial intelligence across all revenue streams, Privy's operational foundation is as trusted as the digital signatures it provides.
