From Scattered Orders to Peak Conversions

Hi, I’m Rian. A few years ago, I was just a small and medium-sized enterprise (SME) owner in the Muslim fashion sector, with my brand “Busana Alifia.” My passion was burning, my product designs were unique, and the initial market response was quite positive. However, as orders increased, I started feeling overwhelmed. My personal WhatsApp was flooded with customer chats asking about stock, sizes, delivery, and even complaints. My small team of two administrators often overlapped in handling customers, and it wasn’t uncommon for messages to be missed or follow-ups forgotten.

I vividly remember one afternoon when a loyal customer, Ibu Anisa, wanted to order a limited-edition dress for an important event. Her message came in among dozens of other chats. Admin A thought Admin B had responded, and vice versa. Three days later, Ibu Anisa sent another message, her tone disappointed, “So, what about my dress, Mas Rian? Why haven’t I heard anything?” The dress was already sold out. I lost a significant sale and, even worse, customer trust. That was a turning point for me. I realized that passion and good products weren’t enough if sales operations and customer service were disorganized. My sales conversions stagnated, even tending to decrease because potential customers were simply lost.

A Nightmare

Previously, “lead management” for me was just notes in a book or an Excel spreadsheet that often went unupdated. “Sales pipeline” was a cool term I read in business articles, but it felt far from the operational reality of Busana Alifia. Every morning, my team and I would open WhatsApp, replying to messages one by one, trying to remember who had been followed up with, and who had high potential for closing. We were like firefighters, only reacting when there was a “fire” (incoming message), instead of proactively building a sales strategy.

Customer information was scattered across various platforms: WhatsApp, Instagram DMs, email, and even Facebook comments. There was no single centralized place to see the history of interactions with a customer. The result? Customers had to re-explain their needs if they happened to be responded to by a different admin. This not only wasted time but also created an unpleasant experience for them. I often wondered, how many sales were lost because messages weren’t replied to quickly? How many customers switched to competitors because they felt poorly served?

The sales team (who also doubled as administrators) was often frustrated. They spent a lot of time on repetitive manual tasks, such as recording orders, reminding customers about payments, or repeatedly sending product details. Time that could have been used to build relationships with customers or find new leads was spent on administration. I knew it wasn’t their fault. The system was to blame.

The Search for a Solution

I started looking for a solution. Initially, I thought about adding more administrators, but that would only increase costs without solving the root problem: an inefficient system. I needed technology that could help us manage all customer interactions centrally, automate routine tasks, and give me a clear picture of sales performance.

My search led me to various CRM (Customer Relationship Management) providers. Many seemed sophisticated but felt too complex or expensive for the scale of my business. Until one day, a fellow entrepreneur friend recommended a name: Mubarokah Qontak. What attracted me was that my friend mentioned this was a solution specifically designed for the Indonesian market and was part of a larger ecosystem through a partnership with Mekari, a name I was already familiar with as a leading SaaS provider in Indonesia.

I decided to try their free demo. Initially, I was a little skeptical. Would this be the magic solution I hoped for?

Business Transformation

The implementation process for Mubarokah Qontak turned out to be easier than I imagined. Their team was very helpful, providing free product training and ensuring the platform was customized to Busana Alifia’s specific needs. And this is how Mubarokah Qontak (in partnership with Mekari) began to change the way we work and, most importantly, increase our sales conversions.

Goodbye Scattered Messages

The first feature that immediately had an impact was the Omnichannel CRM. Imagine, all messages from WhatsApp Business API, complete with verified green ticks!, Instagram DMs, Facebook Messenger, and even email, all coming into one integrated dashboard. No more admins having to switch back and forth between many applications. Every message is neatly recorded, and the conversation history with each customer is automatically saved.

The auto-routing conversation feature ensures customer messages are immediately forwarded to the right admin or one who isn’t busy, making responses much faster. We can even see if the same customer contacts us through different channels, all their communication traces are unified. This isn’t just about efficiency; it’s about building a professional and responsive image in the eyes of customers. Customers feel heard and well-served, which significantly increases conversion opportunities.

Managing Sales Flow with Sales Pipeline Management

Before, I could only guess how many leads we were handling. With Mubarokah Qontak, we have a clear, visual sales pipeline. We can track every deal from prospecting, negotiation, waiting for payment, to successful sale or even loss. Every sales interaction is recorded and organized.

Automated follow-up reminders are a lifesaver! No more forgotten leads due to busyness. My team can focus on quality interactions, not remembering who to contact today. We can systematically organize leads, prioritize based on potential, and track sales progress efficiently. Even lead distribution to the sales team can be set up automatically. The result? Our sales cycle is shorter, and the conversion rate from leads to customers has drastically increased.

Personal Touch at Scale through Marketing Automation

Mubarokah Qontak also empowered us in terms of marketing. The marketing automation feature allows us to segment audiences for more targeted promotions. For example, we can send WhatsApp broadcasts or emails about new collections specifically to customers who have previously purchased similar products or shown interest in certain categories. Tight integration with CRM data ensures accurate targeting and deeper personalization.

We can schedule automatic campaign delivery when customers show specific interest, or even automate campaign flows without needing coding skills. The integrated AI feature helps us analyze trends and even predict audience sentiment towards our campaigns. This makes our marketing efforts much more effective and efficient, reaching the right customers with relevant messages at the right time.

Smart Service that Builds Loyalty

For frequently asked customer questions (FAQs), Mubarokah Qontak’s AI Chatbot is a smart solution. This chatbot can be educated according to Busana Alifia’s product context and handles basic questions 24/7, reducing our customer service team’s workload by up to 40%, as I read in their case studies! Of course, if the chatbot can’t handle it, the conversation will automatically be transferred to a human agent.

Ticket management and Service Level Agreement (SLA) are also greatly assisted. Every customer complaint or request can be tracked, ensuring nothing is overlooked and everything is resolved according to set time standards. AI features like AI summarizer which automatically summarizes long conversations, or customer tone detection (whether they are happy, angry, or doubtful) greatly help our team provide more empathetic and effective responses. Satisfied customers will not only return to shop but also become our brand ambassadors.

Data-Driven Business Decisions with Reporting and Analytics

Previously, creating sales reports was a time-consuming and error-prone manual task. Now, Mubarokah Qontak provides customizable reports and dashboards that align with our business KPIs. We can see real-time data visualization regarding sales performance, marketing campaign effectiveness, and even customer satisfaction levels. Smart analytics based on interaction data and AI support for trend analysis give us invaluable insights for making strategic decisions. I no longer guess but make decisions based on concrete data.

Tangible Results

After several months of using Mubarokah Qontak, the changes at Busana Alifia have been significant.

Sales Conversion Increased by More Than 30%: Leads are no longer missed, follow-ups are consistent, and the sales process is more structured.
Team Efficiency Drastically Improved: Time previously spent on manual tasks can now be shifted to more strategic activities. My team is happier and more productive.
Customer Satisfaction Skyrocketed: Fast responses, personalized service, and effective complaint handling make customers feel valued.
Better Decision Making: Real-time reports and analytics help me understand the market and business performance better.

Equally important, Mubarokah Qontak, through its partnership with Mekari, provides a sense of security. They pay close attention to data security with industry-standard encryption and compliance with local regulations like the PDP Law. As part of the Mekari ecosystem, I also know that there is potential for integration with other solutions like Mekari Jurnal for accounting or Mekari Talenta for HR, which could be future needs as my business grows.

Conclusion

The story of Busana Alifia is not just about adopting new technology. It’s about how the right technology, one that understands local market needs and is supported by a strong ecosystem, can empower SMEs like us to grow, compete, and reach our full potential. If you, like I once was, feel overwhelmed with sales and customer service management, it might be time for you to look for a smart solution.

Sales conversion is not magic; it’s the result of a good system, effective communication, and deep understanding of customers. Mubarokah Qontak (in partnership with Mekari) has been our strategic partner on this journey, transforming challenges into opportunities and helping us not only sell more but also build stronger relationships with every customer.

If you want to change your business story like Busana Alifia, from scattered orders to conversion peaks, I highly recommend exploring what Mubarokah Qontak (in partnership with Mekari) can offer. Start with their free demo now!