What You’ll Learn:
✅ How Lavalen overcame fragmented branch communication
✅ How they processed +90% of leads within 30 minutes using the Qiscus Dashboard
✅ How they built customer loyalty through personalized, data-driven communication
About Lavalen
Lavalen is a wellness and slimming brand with multiple branches that continues to grow in a highly competitive market. Their customers demand fast, personal, and consistent service for consultations and treatment bookings. However, with previously fragmented communication across branches, Lavalen faced major challenges. Leads entered through the central number and were redirected to branches, but the follow-up process was often inconsistent. This led to lower engagement and lost conversion opportunities.
In addition, limited visibility into customer interactions made it difficult for management to assess the quality of branch communication. This situation hindered business growth. Lavalen realized that to maintain and expand their market share, they needed to be closer to customers by providing relevant, fast, and consistent digital services. That’s when Lavalen turned to WhatsApp and partnered with Qiscus.
Lavalen’s Goals
Unify Communication Across Branches
Lavalen wanted to centralize conversations that were previously scattered across branches. With an integrated system, they aimed to ensure consistent service in both information and SOPs.
Increase Speed and Efficiency of Follow-Up
Leads were often lost due to slow responses. Lavalen targeted faster response times, ensuring every lead was followed up and routed to the right branch without delays.
Boost Conversion Rates
Lost opportunities from inconsistent follow-ups needed to be addressed. Lavalen aimed to strengthen follow-ups so that leads would turn into actual visits and treatments.
Build Long-Term Loyalty
Beyond the first conversion, Lavalen wanted to increase Customer Lifetime Value (CLV). This meant creating personalized interactions, remarketing, and relevant exclusive offers.
Solutions Implemented by Lavalen
To achieve these goals, Lavalen adopted Qiscus solutions, focusing on two main tools: the Qiscus Omnichannel Dashboard and WhatsApp Coexistence.
WhatsApp Coexistence
With Qiscus’ WhatsApp Coexistence solution, Lavalen opened a single, centralized WhatsApp number where customers could directly consult with beauty advisors, book treatments, and receive promotions. Customers no longer needed to call or switch channels for bookings. Everything happens in one seamless WhatsApp conversation.
This feature made the customer journey much smoother. From Lavalen’s side, bookings became faster, more organized, and easier to measure.
Omnichannel Dashboard
Lavalen integrated the Qiscus Omnichannel Dashboard to monitor lead quality, standardize service SOPs, and run more personalized remarketing. All customer conversations, from awareness to follow-up, are now tracked in one dashboard.
Leads from Click-to-WhatsApp ads are automatically recorded and routed to the right branch. This ensures no lead is overlooked. For management, the dashboard provides full visibility into branch interactions, response speed, and SOP compliance. Historical chat data also enables better strategy optimization.
Key Results Achieved by Lavalen
Lavalen’s digital transformation with Qiscus has created a major impact on their business journey. Customer interactions are now faster, more efficient, and measurable. This shift not only boosted booking numbers and conversions but also built more personal customer experiences and strengthened loyalty toward the Lavalen brand.
5x More Qualified Leads
By using Click-to-WhatsApp, Lavalen generated up to 5 times more qualified leads compared to previous landing page forms. These leads were more relevant and showed stronger interest, making follow-ups easier and conversions higher.
+40% Higher Booking Rate
The booking confirmation-to-show rate increased by over 40% after WhatsApp was integrated as the main communication channel. More customers who booked actually showed up for treatments, creating a healthier funnel from awareness to transaction.
90% Faster Response Time
Previously, customers waited over 5 hours for replies. With Qiscus, Lavalen reduced this to just 30 minutes, making responses 90% faster. This boosted customer satisfaction and improved conversion chances from the very first conversation.
All Leads Processed in Under 30 Minutes
Every incoming lead is now processed and forwarded to the right branch within 30 minutes. By engaging customers while their interest is high, Lavalen minimizes the risk of losing potential clients.
More Personal and Transparent Service with Data-Driven Chats
All chat histories are neatly stored in the dashboard, allowing beauty advisors to tailor services based on each customer’s history. Treatment packages can be recommended early on, with every purchase automatically tracked. The result is a smoother and more transparent booking process.
Higher Engagement, Loyalty, and CLV
Conversational marketing made Lavalen’s promotions more relevant and consistent. Campaigns through WhatsApp achieved stronger engagement than previous methods. With all interactions centralized under one official WhatsApp number, customers felt more trust and comfort. This boosted loyalty and steadily increased Customer Lifetime Value (CLV).
Lavalen on Qiscus
“As a brand with multiple branches, Lavalen is committed to being present and accessible for customers everywhere. We believe consistent, high-quality communication is the key to building customer loyalty both offline and online. Choosing Qiscus reflects that commitment. Now, we can deliver excellent service consistently across all branches while keeping personalization and speed at the core of every interaction. Since adopting Qiscus, we’ve seen a significant improvement in how we connect with customers, strengthening business growth, trust, and loyalty.”
— Director of Lavalen
Achieve the Same Success with Qiscus!
Lavalen has proven that integrating the WhatsApp Coexistence and Qiscus Omnichannel Dashboard can enhance engagement, speed up responses, and accelerate business growth. Now it’s your turn to experience the same transformation.
Contact Qiscus today to schedule a consultation and discover how our solutions can help your business grow faster.
