Bank Raya Reduces Resolution Time by 97.6%

The Story

Evolving Customer Experience

As a part of Bank BRI, Bank Raya focuses on digital banking. However, they faced challenges handling a high volume of customer inquiries. Relying solely on phone communication limited agent productivity, created bottlenecks, and negatively impacted customer satisfaction.

The Goal

Enhancing Customer Satisfaction with Integrated Service

Bank Raya sought to improve digital customer support by integrating omnichannel tools. By using WhatsApp Business API, Qiscus Omnichannel Chat, and in-app Live Chat, they streamlined service channels, increased agent productivity, and ensured faster, more effective customer service across platforms.

The Solutions and Success

Enhance Customer Satisfaction Through WhatsApp Utility Messages

Bank Raya successfully transformed their digital customer service approach to become faster, more efficient, and transparent. Shifting their focus to WhatsApp and Live Chat helped reduce phone call queues and allowed agents to resolve customer issues more swiftly.

WhatsApp Utility Messages were optimized to send automatic updates, such as resolution statuses and customer satisfaction surveys. This helped improve transparency and gather real-time feedback, continuously enhancing the customer experience.

• 90% of customer inquiries are now handled via WhatsApp and Live Chat, easing call center queues.
• Resolution time reduced by 97.6%, from 8 hours to just 11 minutes.
• First response time cut to 3 minutes, increasing satisfaction and trust
• CSAT score increased to 4.5 out of 5, thanks to more transparent and real-time service.

“We had experimented with various messaging applications in the past, but decided to focus on WhatsApp after learning that 90% of our customers consistently preferred it. WhatsApp Business Platform enables us to capture all customer interactions, making it accessible not only to our Digital Operations Monitoring team but also to other departments such as IT. Additionally, WhatsApp enhances our fraud prevention efforts with its built-in verification features.”

Terihamka Malyan Ibrahim,
Head of Digital Contact and Incident Management Bank Raya.

Lavalen Boosts Leads and Booking Confirmations with WhatsApp

The Story

Simplifying Multi-Branch Communication

As a beauty brand with multiple branches, Lavalen experienced high inquiry volumes on its central number. Admin teams were often overwhelmed, while follow-ups from branches were inconsistent and difficult to monitor. As a result, many customers who contacted the central number did not receive responses or follow-ups from the relevant branches. Follow-ups and promotions also became less personal and inconsistent.

The Goal

Consistent and Integrated Service Experience

Lavalen sought to streamline communication across branches by implementing a more connected customer support system. This approach helped simplify workflows, improve branch coordination, and deliver personalized service from a single WhatsApp number.

The Solutions and Success

Integrated and Faster Service Flow Across All Branches

With Qiscus Omnichannel Chat, Lavalen centralized all customer communication from various channels into one integrated platform. The central team can now manage and monitor the entire communication flow—from the initial interaction to the follow-up performed by each branch.

With the implementation of WhatsApp Coexistence, Lavalen now uses only one WhatsApp number for all customer services. Customers simply contact the central number and are immediately routed to their preferred branch. This flow not only simplifies the communication process but also provides full visibility to management regarding the follow-up progress from each branch.

• 5× more qualified leads were obtained from Click-to-WhatsApp campaigns compared to previous methods.
• Booking confirmation rate increased by over 40%, thanks to faster and more organized follow-up.
• Reduce resolution time by up to 90%, speeding up responses from 5 hours to only 30 minutes.
• All leads are processed within <30 minutes, ensuring no opportunities are missed.
• Personalized consultations increased because the entire conversation history is neatly stored in the dashboard. This allows beauty advisors to provide offers and services based on customer history.
• Promotion campaigns and Customer Lifetime Value (CLV) increased, in line with more relevant and consistent communication through the brand's official WhatsApp.

“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.”

Daniel Gunawan,
Marketing Director Lavalen