About Alodokter
Alodokter is the leading digital health platform in Indonesia, accessible via a dedicated mobile application and website. The platform offers comprehensive, end-to-end healthcare services for its users, ranging from online chat consultations with doctors, offline appointment scheduling with specialists, medical procedure bookings, and pharmacy services, to health articles that consistently rank at the top of search engine results.
For medical professionals, Alomedika is available as a specialized platform for doctors that serves as a space for professional discussion and knowledge sharing among healthcare practitioners.
Business challenges
With multiple business units and hundreds of thousands of interactions per week, managing communications at Alodokter was a complex task. The team had to handle two dimensions of communication simultaneously: external interactions with patients or users, and internal coordination among diverse teams, including product, technical, and medical personnel.
For patients, speed is critical. Unwell individuals cannot afford to wait long for information or confirmation. Before implementing Mekari Qontak, Alodokter faced three primary communication challenges:
- Uneven agent workload distribution. Customer service leads had to manually assign incoming chats to individual agents without an automated allocation mechanism.
- Disproportionate legacy software costs. The previously utilized CRM platform was quite expensive relative to its limited feature set.
- Low engagement rates. Low open and click rates for offline consultation confirmation emails and Alomedika event broadcasts frequently led to low audience engagement.
Mekari Qontak as a solution
Alodokter adopted Mekari Qontak across three of its business units, applying a tailored approach to each specific use case:
Offline consultation bookings: System-to-system integration eliminates human error
Alodokter integrated its internal system directly with Mekari Qontak via API. Now, whenever a patient completes an appointment or medical procedure booking, an automated confirmation triggers two notifications simultaneously: one to the patient and another to the partner hospital or clinic, in less than 5 minutes.
Patients receive immediate schedule confirmation via WhatsApp without waiting for manual processing, while partner clinics instantly know who is arriving, when, and for what service. This eliminates miscommunication and human error during data transmission.
“Patients create a new consultation schedule and receive an immediate confirmation. It is incredibly helpful because Mekari Qontak facilitates faster information update.” — Nadya Ayu, Product Manager, Alodokter
Customer service: Balanced agent distribution and structured monitoring
Using the agent allocation feature within the Mekari Qontak dashboard, customer service leads no longer need to distribute chats manually. Every agent receives a balanced and measurable workload. Additionally, the reporting feature allows management to monitor individual agent performance, review chat histories, and refine response templates based on frequently asked questions.
Alomedika: WhatsApp broadcasts for higher doctor engagement
Previously, webinar invitations and event updates on Alomedika were sent via email, resulting in low click rates. By switching to WhatsApp broadcasting through Mekari Qontak, targeted doctors became significantly more active in opening and responding to the information sent.
Results
The implementation of Mekari Qontak has delivered a meaningful impact on the daily operations and customer experience managed by Alodokter’s customer service team.
0% human error and bookings confirmed in under 5 minutes
Thanks to the system-to-system integration between Alodokter and Mekari Qontak, offline consultation booking confirmations are now delivered almost instantly within 5 minutes of completion. This eliminates the risk of human error in data delivery, ensuring both patients and partner hospitals receive accurate information in real-time.
Mekari Qontak boosts Alomedika broadcast click rates to 50–60%
After transitioning from email to WhatsApp broadcasts via Mekari Qontak, the click rate for Alomedika event updates increased significantly to the 50–60% range. As a result, webinars and medical events see higher attendance because the platform effectively reaches a broader audience.
One platform for three business units
When a WhatsApp number used for offline consultations experienced downtime during a migration process, the Mekari Qontak customer success team provided dedicated, end-to-end assistance to resolve the issue in less than a week. For Alodokter, having a single platform that covers all customer communication needs provides both operational efficiency and peace of mind when running a complex operation.
Alodokter on Mekari Qontak
“Having a single platform that offers all of these features is exactly what we need. If any issue arises, we simply reach out to Mekari Qontak since they already have everything covered.” — Nadya Ayu, Product Manager, Alodokter
