Eksad (Tiga Daya Digital Indonesia), a subsidiary of the prominent Triputra Group, is a software powerhouse specializing in automotive Dealer Management Systems (DMS), hospital services, and HR applications. With a team of 150 employees serving clients across Indonesia, Eksad operates on a modern but complex infrastructure involving microservices and a multi-stack environment.

However, as their service portfolio grew, so did the complexity of maintaining it. Relying on disparate, free monitoring tools created operational silos, making troubleshooting a labor-intensive process. To sustain their growth and ensure high service quality for clients in the automotive and healthcare sectors, Eksad needed a unified observability solution.

After a successful Proof of Concept (PoC) that demonstrated superior ease of use and local support, Eksad selected WhaTap. In this article, we will examine the operational hurdles Eksad faced, why they transitioned from free tools to WhaTap, and the qualitative efficiencies gained since adoption.

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Challenges: The 3 main challenges Eksad faced

While Eksad utilized current technologies like microservices, their monitoring strategy had not kept pace. Relying on the built-in, separate monitoring tools for each service stack created significant inefficiencies. There were 3 main challenges that needed addressing:

Operational Inefficiency in a Multi-Stack Environment

‍Eksad operates a multi-stack infrastructure where dozens of microservices interact. previously, the operations team relied on the native monitoring tools of each specific service. This meant that to resolve a single issue, engineers had to open multiple applications, switch between screens, and manually correlate data. This fragmented workflow ("screen-hopping") was time-consuming and prone to human error.

Slow Root Cause Analysis (RCA)

‍Troubleshooting was a manual, investigative process. Engineers would often work late into the night, discussing and cross-referencing logs from different sources to find a clue. The team focused more on gathering information from scattered sources than on diagnosing the actual problem, leading to longer Mean Time to Resolution (MTTR).

Language Barriers and Support Limitations

‍Eksad previously faced difficulties with global tools due to language barriers, as not all engineers were fluent in English, and support often required complex communication. They needed a partner that could provide not just a tool, but hands-on technical support to navigate their specific environment.

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Solution: Unifying Observability with WhaTap

Eksad discovered WhaTap through a referral and was initially intrigued by its ease of use. The decision to adopt WhaTap was solidified during the Proof of Concept (PoC) phase, where WhaTap demonstrated capability to consolidate monitoring into a single pane of glass.

Single Screen Visibility for Complex Architectures

‍The most decisive factor for Eksad was WhaTap’s "Single Screen" capability. WhaTap allowed the team to view the status of dozens of services, database performance, and logs all in one dashboard. Instead of opening multiple applications, engineers could now monitor the entire stack from one point, instantly identifying bottlenecks or errors marked in red.

Intuitive "Drill-Down" Analysis

‍WhaTap’s intuitive interface transformed the troubleshooting process. When an anomaly appeared on the dashboard, engineers could simply click, highlight the area, and zoom in to see detailed metrics and related logs. This feature allowed for rapid identification of issues without the need for complex queries or navigation.

Exceptional Local Support and Customization

‍During the PoC, WhaTap deployed local engineers who spent two days on-site at Eksad. They not only trained the team, overcoming previous language barriers, but also customized the tool to monitor specific areas of Eksad’s application that were initially incompatible. This level of dedicated, local support was a key differentiator that built trust and ensured a smooth implementation.

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Outcomes: Quantitative and Qualitative outcomes that Eksad has achieved

Moving from free tools to a paid solution like WhaTap was a strategic investment for Eksad. While direct costs increased, the Return on Investment (ROI) in terms of operational efficiency and service quality was substantial.

Drastic Reduction in Troubleshooting Time

‍The operational impact was immediate. Alva Kristianto, Head of Product, compares the team’s new efficiency to that of a doctor: "Previously, we focused on finding the symptoms. Now, like a doctor, we immediately see the diagnosis and focus on the cure." The team no longer spends hours gathering data; they spend their time fixing the problem.

Real-World Incident Resolution

‍The value of WhaTap was proven during a specific incident where a function was running slowly. While one engineer struggled to find the cause using traditional methods, another engineer simply looked at the WhaTap monitor, identified a specific slowdown pattern from the previous night, and pinpointed the root cause instantly. The issue, which could have lingered, was resolved by noon.

Enhanced Customer Satisfaction

‍The internal efficiency gained from WhaTap directly translated to better service for Eksad’s clients. By reducing the time needed to trace and fix issues, Eksad significantly improved its response time to customer inquiries and complaints.

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Conclusion: A Strategic Tool for Growing Enterprises

For Eksad, WhaTap has become more than just a monitoring tool; it is an enabler of efficiency. Alva Kristianto recommends WhaTap specifically for growing companies with multi-stack environments and complex applications (200+ employees), noting that the convenience and speed it offers far outweigh the costs.

Currently, Eksad is satisfied with the results and plans to gradually expand WhaTap’s coverage to all its products. As Alva stated, "Ultimately, our goal is to improve our product and customer satisfaction. WhaTap is the tool that helps us achieve those goals."