What You Will Learn:
✅ How to improve lead quality by 60% with Qiscus Omnichannel Chat
✅ How to improve response time by up to 70% faster and boost sales conversion through automation
✅ How Marketing Message API Lite enables personalized campaigns
About Panorama JTB
Panorama JTB is one of Indonesia’s leading travel and tour companies, providing travel services for individuals and corporations. Traditionally, Panorama JTB relied on offline travel fairs and face-to-face events to attract customers.
As travelers shifted to digital channels, Panorama JTB saw the need to modernize its customer engagement strategy. The company began using Meta Ads and WhatsApp to capture leads and drive bookings. However, when digital campaigns started running, new challenges appeared.
More than 60% of incoming leads were unqualified. Moreover, the manual process of filtering and assigning leads to agents created additional friction. With sales agents responding manually, customers often had to wait up to 30 minutes for a reply, long enough for interest to fade or competitors to win them over. Panorama JTB needed a faster, more effective way to qualify leads and maintain personalized communication at scale.
Goals Panorama JTB Aimed to Achieve
To achieve digital transformation, Panorama JTB outlined several key goals that would help the company improve service efficiency, lead quality, and customer experience.
1. Centralize Communication Across Digital Channels
Panorama JTB wanted to connect WhatsApp, Instagram, and TikTok messages in one platform. The goal was to make it easier for teams to manage conversations efficiently and ensure customers received consistent, timely responses regardless of channel.
2. Automate Lead Qualification and Improve Response Speed
The marketing and sales teams struggled to handle a large volume of daily inquiries. Many leads came from Meta Ads and WhatsApp but required manual sorting. Panorama JTB aimed to automate lead qualification to save time, reduce manual work, and improve conversion speed.
3. Reach More Customers with Targeted Campaigns
The marketing team wanted to send travel promotions and event updates directly to potential customers through WhatsApp in a personalized way that felt conversational, not intrusive.
Solutions Implemented by Panorama JTB
To meet these goals, Panorama JTB collaborated with Qiscus to integrate automation and multichannel communication tools. The company adopted a combination of Qiscus Omnichannel Chat, WA Flow, and Marketing Message API Lite to optimize its customer engagement flow.
1. Integrating Qiscus Omnichannel Chat for Unified Communication
Panorama JTB adopted Qiscus Omnichannel Chat to bring all customer messages from WhatsApp, Instagram, and TikTok into one dashboard. With this integration, the customer service and sales teams can view, respond, and track all messages in real time without switching between apps. This setup makes it easier to manage a large volume of inquiries, ensures faster response times, and keeps every interaction consistent across all digital channels.
2. Automate Lead Qualification with WhatsApp Flow
Panorama JTB built an automated WhatsApp Flow to handle incoming inquiries faster. The system automatically answers FAQs, collects travel details, and pre-qualifies leads based on destination, budget, and travel date.
Qualified leads are then routed to the right sales agents for personal consultation and booking, improving both response speed and accuracy.
3. Using Marketing Message API Lite to Scale Personalized Promotions
To expand reach, Panorama JTB implemented Marketing Message API Lite (MM API Lite) through Qiscus. MM API Lite helps businesses run more effective broadcast campaigns by delivering messages to the right customers at the right time. Using behavioral insights, it targets the most engaged recipients—making campaigns more relevant while preventing spam and strengthening customer relationships.
This tool allows the marketing team to send WhatsApp broadcasts for new travel packages, event reminders, and seasonal promotions directly to customers. Every broadcast is tracked in real time, allowing the team to monitor engagement and campaign effectiveness while maintaining two-way, conversational interactions.
The Success Panorama JTB has Achieved
After integrating Qiscus solutions, Panorama JTB recorded significant improvements in both service performance and business results. The following key outcomes show how digital transformation improved customer engagement and conversion.
1. Response Time in Meta Platforms Reduced up to 70%
Automated responses now handle common questions instantly, while high-intent leads are transferred to agents without delay. This improvement has reduced response time from 30 minutes to under 10 minutes across WhatsApp, Instagram, and other Meta messaging platforms, significantly enhancing customer satisfaction.
2. Lead Quality Improved by 60%
Automation filters unqualified inquiries early, ensuring that only relevant leads reach sales agents. This process improved lead quality and reduced wasted effort.
3. Using Marketing Message API Lite to Scale Personalized Promotions
Both teams now work within one integrated system, tracking every interaction and optimizing campaigns based on customer behavior data.
What Panorama JTB Says About Qiscus
“Today’s travelers expect quick, clear, and personal communication, and WhatsApp Business API has become the heart of how they connect with Panorama JTB, from inquiries to bookings.
By implementing Meta’s MM API Lite, we’ve been able to engage leads in a more structured, personalized way. The automation helps our agents respond faster, while still maintaining the human touch that our customers value most.
With the support of Qiscus, we’ve been able to streamline this process and achieve our goal. This setup keeps every lead properly tracked, and makes our sales funnel more focused and effective — proving that smarter communication truly drives better journeys.”
— Rahmat Ibrahim, Marketing Manager, Panorama JTB
Achieve the Same Success with Qiscus!
Panorama JTB has shown that automation and personalization can go hand in hand. With Qiscus Omnichannel Chat and Marketing Message API Lite, they have built a scalable digital sales funnel that delivers measurable growth.
If you want to achieve the same success, Qiscus is here to help. Let Qiscus power your customer engagement, improve conversion, and help your team respond faster than ever. Contact us today to start building better conversations with your customers.
