EMZI Care Successfully Transforms Customer Service and Achieves 92% Operational Efficiency with Qiscus

What You Will Learn

✅ How EMZI Care achieved a 92% increase in operational efficiency with Qiscus Omnichannel
✅ How AI automation improved customer chat handling efficiency by 52%
✅ Reduce workforce requirements by over 90% while maintaining customer responsiveness. 

About EMZI Care 

EMZI Group is a Malaysia-based enterprise with diversified operations spanning health science and health products under its flagship brand, EMZI Care, e-commerce for healthcare products, retail and wholesale pharmacy, and general trading. The group serves a broad spectrum of customers across the healthcare and wellness sectors, relying heavily on digital communication to manage sales and customer interactions efficiently.

As a company operating in highly competitive and regulated sectors like health and wellness, EMZI Care must ensure accurate, timely, and personalized communication with each customer. In such an environment, a seamless digital experience is not just a convenience; it is a business necessity. EMZI Care’s management recognized that in order to sustain growth and scale their operations, they needed to modernize their customer engagement approach.

Challenges EMZI Care Faced 

Before implementing Qiscus solutions, EMZI Care’s customer communication strategy was fragmented and labor-intensive. Each of the 200+ agents used individual WhatsApp numbers to communicate with customers, resulting in a lack of visibility into ongoing conversations, inconsistent messaging, and difficulties in following up on leads. This fragmentation not only created operational inefficiencies but also made it challenging to nurture prospects and maintain a seamless customer journey. At the same time, the lack of centralized oversight made it difficult for management to monitor agent integrity, including whether agents were consistently following SOPs and communication standards.

Furthermore, the customer support model at EMZI struggled during weekends and public holidays, leading to delayed responses and impacting the overall customer experience. The repetitive manual workload burdened the agents, leaving them little time to focus on high-value tasks such as re-engaging cold leads or providing personalized service. 

What EMZI Care Aimed to Achieve with Transformation

To tackle the growing challenges in customer communication and operational efficiency, EMZI Care established a set of clear and strategic objectives designed to modernize their business processes and deliver better outcomes for both their customers and internal teams.

1. Eliminate fragmented communication channels
   Centralize all customer interactions into a single platform to ensure consistent messaging, seamless follow-ups, clear visibility into agent performance and integrity, and stronger adherence to SOPs across all customer conversations.
   
2. Improve lead nurturing and maintain every customer journey
   Consolidate scattered lead data to track prospects effectively, implement structured nurturing workflows, and re-engage previously neglected leads to deliver consistent excellence across every stage of the customer journey.
   
3. Enhance operational efficiency while maintaining service quality
   Reduce repetitive manual tasks, streamline workflows, accelerate response times, and allow agents to focus on high-value activities without compromising service standards.
   
4. Provide continuous support through AI-driven automation
   Enable customer queries to be handled during weekends and off-hours, ensuring uninterrupted service and freeing agents to focus on complex or personalized customer needs.
   
5. Build a scalable, data-driven, customer-centric organization
   Combine centralized communication, automation, and analytics to empower teams, improve decision-making, and deliver consistently excellent customer experiences.

Solutions Implemented

EMZI Care partnered with Qiscus to deploy a comprehensive solution that combined Qiscus Omnichannel Chat, AgentLabs, and Qiscus CRM.

• Unifying Channels with Qiscus Omnichannel Chat
  By unifying all WhatsApp numbers into one platform, EMZI eliminated blind spots in customer communication, enabling consistent handling, real-time supervision, and frictionless handover between agents.
  
• Scaling Speed with AgentLabs
  AgentLabs from Qiscus AI automatically handled repetitive inquiries at scale, cutting response time dramatically while freeing human agents to focus on high-value conversations that move revenue.
  
• Converting Data into a Pipeline with Qiscus CRM
  With every prospect tracked in one system, no opportunity was dropped. Lead nurturing became structured, predictable, and conversion-ready instead of scattered and reactive.

Together, these tools transformed EMZI Care’s communication strategy into a seamless, AI-driven workflow that optimizes both efficiency and customer experience.

How EMZI Care Leveraged the Solution

With the Qiscus solutions in place, EMZI Care was able to reimagine how customer service and sales operations functioned:

This approach not only improved efficiency but also enhanced job satisfaction among agents, who could now dedicate time to meaningful interactions rather than routine, repetitive tasks.

Measurable Outcomes That Speak for Themselves

The deployment of Qiscus solutions delivered significant and measurable results for EMZI Care:

• 92% Operational Efficiency Increase
  By centralizing customer communications and automating key processes, EMZI Care significantly reduced operational bottlenecks and streamlined workflows. Agents were able to respond faster, handle higher interaction volumes, and focus on more strategic tasks—driving a substantial improvement in overall productivity.
  
• 52% Improvement in Customer Chat Handling Efficiency Through AI
  AI-driven automation took over repetitive and high-volume inquiries, enabling faster response times and more consistent customer engagement. This allowed human agents to dedicate more time to complex conversations and lead conversions, improving efficiency across customer-facing operations.
  
• 100% Visibility into Agent Integrity and SOP Compliance
  With all conversations centralized in one platform, management gained full visibility into agent activities, communication quality, and adherence to SOPs. This transparency strengthened governance, accountability, and consistency across every customer interaction.
  
• Over 90% Workforce Streamlining While Maintaining Customer Engagement
  Successfully streamlined its workforce by over 90% through automation and centralized communication. Despite the significant reduction in manual dependency, customer responsiveness and service quality remained consistent. Teams are now able to manage larger interaction volumes more efficiently, resulting in a scalable and sustainable operating model.

These outcomes demonstrate how technology, when combined with process redesign, can drive measurable business impact and improve both customer satisfaction and employee productivity.

Hear From the EMZI 

“Even though our operations are based in Malaysia, the support from the Qiscus team in Indonesia and Singapore has been excellent. Through automation, we were able to improve our operational efficiency in customer chat handling by 52%, while maintaining agent integrity and full visibility into the customer experience.

We also significantly reduced our reliance on human effort—from what used to be 100% manual to around 80%—without compromising service quality. Most importantly, we’re still able to consistently deliver the best customer experience to our customers. It’s a seamless partnership that truly empowers our team to deliver consistent customer experiences.”

 — EMZI Care

Achieve Similar Success with Qiscus

EMZI Care’s transformation illustrates the powerful impact of unifying communication channels, integrating AI, and centralizing lead management. Businesses can achieve operational efficiency, higher conversion rates, and empowered teams by adopting the right technology solutions.

With Qiscus Omnichannel Chat, AgentLabs from Qiscus AI, and Qiscus CRM, your organization can streamline workflows, automate repetitive tasks, and focus on delivering exceptional customer experiences. Contact Qiscus today to schedule a consultation and discover how our solutions can help your business grow faster, work smarter, and serve your customers more effectively.