About KMN EyeCare
KMN EyeCare began its journey in 2004 with the opening of its first clinic. Today, KMN has grown into a leading eye care network in Indonesia, with over 500 employees and 4 branches across the country. Since the beginning, KMN has remained focused on improving medical outcomes and service quality to consistently maintain high levels of patient satisfaction.
Business challenges
As one of Indonesia’s leading hospital and clinic networks specializing in eye care, KMN EyeCare is committed to delivering high-quality eye health services that meet international standards. However, as the demand for digital medical services increased, KMN faced several key challenges in its call center and customer service operations:
- High operational workload – Prior to using Mekari Qontak, communication with patients was handled manually via telephone, resulting in high operating costs and staff fatigue due to overtime.
- Slow response times – A decentralized system caused delays in responding to patients, especially during peak hours.
- Lack of visibility and service analytics – The absence of a comprehensive reporting system made it difficult to monitor customer service performance and improve the overall experience.
- Shifting patient communication preferences – Patients increasingly preferred channels like WhatsApp, Instagram, and Facebook for inquiries and bookings, but KMN lacked a system capable of managing all these channels in one platform.
“Before using Mekari Qontak, our phone bills were extremely high, and the customer service team often had to work overtime. Many patients preferred chatting over calling, but we couldn’t handle it efficiently at the time.”
– Steven Kurniawan, Finance & Administration Director, KMN EyeCare
Mekari Qontak as a solution
To overcome these challenges, KMN EyeCare implemented Mekari Qontak’s Omnichannel platform in its customer service system. With this solution, all incoming messages from WhatsApp, Instagram, Facebook, and email can now be managed from a centralized platform.
Here are some of the major improvements KMN achieved after using Mekari Qontak:
- Service Automation & Efficiency – With integrated chat automation and omnichannel features, KMN can now serve more patients in less time, while also significantly reducing telephone costs.
- Improved Response Time – The average response time decreased from 5 minutes to under 3 minutes post-implementation, with coverage reaching 95–98%.
- Measurable SLA & KPI Monitoring – SLA features allow the team to track first response time and resolution time, helping improve patient satisfaction.
- Simplified Broadcast & Notification Management – KMN also uses Mekari Qontak to automatically send visit reminders, promotional offers, and medical notifications to patients.
- User-Friendly for Non-Medical Staff – Since the call center team doesn’t have medical backgrounds, automated chat templates help them provide accurate answers quickly without needing to memorize medical information.
“We really benefit from the chat template feature in Mekari Qontak because our call center staff aren’t medical professionals. With templates, they can answer patient questions accurately and quickly.”
– Yultha, Head of Call Center Department, KMN EyeCare
Results
- Reduced operational costs
KMN significantly cut phone bills and overtime expenses as more patients now prefer to communicate via chat.
- Faster response time supported by SLA
With SLA monitoring in Mekari Qontak, average response time dropped from 5 minutes to under 3 minutes.
- Better data & performance insights
Using Mekari Qontak’s reporting features, KMN can now monitor agent performance in real-time to continually improve patient services.
- Modern services with integrated technology
KMN EyeCare now operates a modern, integrated patient communication system, enabling high-quality medical service delivery without requiring patients to seek treatment abroad.
“Mekari Qontak serves as a bridge between our patients and healthcare services, making information more accessible and enhancing patient satisfaction.”
– Steven Kurniawan, Finance & Administration Director, KMN EyeCare
KMN EyeCare on Mekari Qontak
Through digital transformation with Mekari Qontak, KMN EyeCare has significantly improved service quality. Moving away from inefficient manual systems, KMN now delivers eye care that is faster, more efficient, and aligned with today’s digital-first patient expectations.
