About IDS Medical System
IDS Medical Systems (idsMED) is a healthcare solution provider offering end-to-end services to hospitals, clinics, and healthcare institutions in Indonesia. As part of the Fung Group, idsMED has a wide distribution network and provides medical equipment, training services, and technical support to ensure optimal healthcare services.
Problem
Business challenges
As an end-to-end medical solutions provider, IDS Medical Systems faces significant challenges in handling complex and diverse customer inquiries. Previously, communication relied solely on offline channels and email for internal coordination, which often led to slow and inefficient processes. Customer inquiries spread across multiple platforms prevent the team from following up on requests quickly, resulting in poor documentation. In addition, the medical device industry has strict regulatory requirements, so IDS Medical needed a system that not only supports external communication but also ensures inquiry recording meets reporting standards.
“We realized that relying solely on offline channels is not the right solution. Sometimes the sales and service teams are busy, and delays in responding to inquiries slow down the flow of communication.”
– Faradila Utami, Marketing Analyst & Strategist, IDS Medical Systems
Solution
Mekari as a solution
To address this challenge, IDS Medical Systems implemented Mekari Qontak as a CRM and omnichannel communication solution that optimizes internal coordination and enhances response times to customer inquiries. This transformation brings various benefits:
- Centralized WhatsApp integration in a single dashboard enables easy management and accelerates responses and distribution to related teams.
- Improved internal coordination through CRM allows more structured customer inquiry distribution, thus helping the sales and service teams work more efficiently.
- Tagging and reporting allow inquiries to be categorized, analyzed, and tracked, so that companies can better understand trends to improve service quality.
- A user-friendly system helps teams to be more consistent in recording inquiries, so that data is more accurate, reports are more comprehensive, and decision-making is more informed.
Results
Mekari Qontak ensures more effective internal coordination
With the integration of Mekari Qontak CRM, IDS Medical System can now handle customer inquiries faster and more organized. Every inquiry is immediately distributed to the relevant team, reducing the risk of delays and ensuring more efficient follow-ups.
Mekari Qontak speeds up responses and increases customer satisfaction
With Mekari Qontak’s omnichannel integration, communication with customers is now more responsive and centralized. Inquiries from various channels, such as WhatsApp and webchat, go directly to one dashboard, ensuring that every customer gets a quick and accurate answer.
IDS Medical Systems on Mekari
With Mekari Qontak, IDS Medical Systems has successfully increased efficiency in handling customer inquiries and improved internal coordination flow. Now, IDS Medical Systems can focus more on providing optimal health solutions without worrying about losing track of important communications.
“We highly recommend Mekari Qontak, especially for businesses that need multichannel solutions for more transparent communication and reporting.”
– Faradila Utami, Marketing Analyst & Strategist, IDS Medical Systems
