About Dekoruma
Dekoruma is a technology-driven home & living company that offers furniture products, home decor, interior design services, and property solutions. Operating within the same corporate group as tiket.com and Blibli, Dekoruma currently runs over 40 retail branches and around 20 interior design centers across Indonesia.
Dekoruma’s implementation of Mekari Qontak focuses primarily on its interior design business unit: a service model that involves personalized consultations, 3D designs, and on-site visits before a project officially begins. Although the interior and retail units focus on different services, they remain interconnected. For instance, the team leverages retail purchase data as a source of high-quality leads, helping the interior design team connect with customers who have highly relevant needs.
Business challenges
Before adopting Mekari Qontak, the commercial interior design team at Dekoruma relied entirely on personal WhatsApp accounts for all communications with prospects and customers. With a daily volume exceeding 120 leads coming from various channels—including Google Ads, Meta Ads, social media, and multiple marketing campaigns—this manual approach introduced several operational challenges that became increasingly difficult to manage:
- Difficulty tracking team activity. Customer conversations were scattered across the individual WhatsApp accounts of each agent. As a result, team leaders lacked a comprehensive overview of daily operations and had to rely on verbal updates or manual checks with each agent.
- High-risk broadcast campaigns. Dekoruma regularly distributes promotional updates, discount vouchers, and joint marketing campaigns with business partners like Blibli. Using personal WhatsApp accounts to send high-volume messages carries a significant risk of number blocking, as the system could flag the activity as spam.
- Unverified messaging credibility. Without a verified green badge (official verification), messages sent from personal phone numbers ran the risk of being perceived as untrustworthy by prospective clients. For high-value transactions like interior design services, building trust during the very first interaction is critical.
Mekari Qontak as a solution
With a sales cycle that requires multiple touchpoints, from initial discovery calls to meeting schedules and booking confirmations, the commercial interior design team needed a more structured workflow. Topaz Grasinaz, Commercial Manager at Dekoruma, described the introduction of Mekari Qontak as a “breath of fresh air” because all communication workflows can now be managed seamlessly within a single platform.
Managing lead communications from first touch to booking
Leads flow into Dekoruma via two primary paths: website forms that automatically generate a unique Project ID, or social media inquiries handled manually by the customer service team. As soon as a Project ID is created, the commercial interior team initiates contact through Mekari Qontak using an officially verified WhatsApp account. This immediate verification assures prospective clients that the message comes from Dekoruma’s official corporate account. From there, agents conduct discovery calls, guide clients toward online or offline consultations, and secure booking confirmations. Mekari Qontak supports every step of this journey, ensuring each lead is properly nurtured before a project begins.
Remote team monitoring
Operating under a hybrid work model, Topaz required a dependable method to monitor team activities without needing to be physically present. Through the Mekari Qontak dashboard, all customer conversations can now be supervised from a single interface. Topaz can quickly review assigned agents, check communication quality, and ensure no follow-up is missed, all without needing direct access to anyone’s personal phone. If conversion rates show a dip, he can easily look into the chat histories to understand where the bottleneck is occurring.
“Now, I can review the work of 10 people all within a single, centralized platform.” — Topaz Grasinaz, Commercial Manager, Dekoruma
Broadcast campaigns for retail-to-interior cross-selling
Dekoruma utilizes purchasing data from its retail branches to introduce interior design services to customers who recently made major purchases, averaging around 600 broadcasts to prospects each month. These campaigns include discount vouchers, collaborative offers with partners like Blibli, and targeted promotions during high-season periods like Eid. The process is straightforward: the team selects a pre-approved template, uploads the recipient list, and launches the broadcast. Without this feature, sending this volume of messages over personal WhatsApp accounts would present a high risk of account suspension.
Results
The implementation of Mekari Qontak has delivered measurable improvements to the operations and customer experience workflows managed by Dekoruma’s commercial interior team.
Simpler and more transparent team monitoring
Before using Mekari Qontak, there was no centralized method to review agent productivity or customer communication statuses. Today, all interactions are documented on a single dashboard, making it easy for team leaders to monitor follow-ups, evaluate the quality of conversations, and ensure every lead is attended to within a 4-day window before being marked as expired.
Measurable response times and conversion rates
Response times have improved significantly compared to the days of using personal WhatsApp accounts. The team’s 24-hour SLA, from initial lead intake to the first call, can now be monitored consistently. Conversion rates from initial inquiries to scheduled meetings are also tracked directly through automated interaction histories. Topaz noted that conversion rates for marketing campaigns have improved, largely driven by the team’s ability to respond much faster than before.
Secure and verified broadcast campaigns
Averaging 600 broadcast messages per month, Mekari Qontak has eliminated the risk of account suspension that previously threatened Dekoruma’s outreach efforts. The official verification badge adds immediate credibility to every message, allowing the team to handle increased campaign volumes during peak seasons smoothly and without operational disruptions.
Dekoruma on Mekari Qontak
“It is highly efficient. Mekari Qontak does not just help Dekoruma save time; it also improves the efficiency of our credentials team. Mekari Qontak’s one-stop solution makes everything much simpler.” — Topaz Grasinaz, Commercial Manager, Dekoruma
