About PT Central Mega Kencana
PT Central Mega Kencana (CMK) is the largest luxury jewelry retail group in Indonesia and Southeast Asia. Established in 1995 and headquartered in Jakarta, PT Central Mega Kencana (CMK) manages prestigious brands including Mondial, Frank & co., The Palace, and Lakuemas. Their portfolio spans the entire market spectrum, from high-end luxury to affordable jewelry for younger generations. With over 100 stores across Indonesia, PT Central Mega Kencana (CMK) is committed to delivering high-quality craftsmanship alongside ethical and sustainable business practices.
Business challenges
As a market leader managing multiple distinct brands, PT Central Mega Kencana (CMK) faced significant hurdles with fragmented, manual communication systems. Managing customer inquiries across various brands proved difficult for PT Central Mega Kencana (CMK). Key challenges included:
- Inefficient manual systems – Each brand operated separate WhatsApp and Instagram accounts, restricted to a single device per brand.
- Scattered customer data – Inquiries were logged manually in Google Sheets, making data retrieval difficult and prone to human error.
- Delayed Responses – Slow response times led to potential customer drop-offs and a sub-optimal luxury experience.
“Prior to using Mekari Qontak, our customer communication was fragmented. We had to manage each brand on separate devices, rely on manual data entry, and deal with long wait times for our customers.”
– Iyus, Customer Care Specialist, PT Central Mega Kencana (CMK)
Mekari Qontak as a solution
In early 2024, PT Central Mega Kencana (CMK) implemented Mekari Qontak to centralize its customer communications. Through omnichannel integration, all messages from WhatsApp, Instagram, and e-commerce platforms (Shopee and Tokopedia) are now managed within a single dashboard. By 2025, PT Central Mega Kencana (CMK) further enhanced this with AI chatbots to automate responses to common FAQs, drastically reducing wait times.
Key features like tagging and reporting now allow the team to organize inquiries, analyze customer trends, and refine service quality. Additionally, the WhatsApp Business API broadcast feature enables more effective promotions for events, store openings, and product launches. This seamless flow ensures customers are quickly directed to either online or offline channels based on their specific needs.
“Today, our inquiries are streamlined and organized. We can now respond to customers across all channels faster and more efficiently through one unified platform.”
– Iyus, Customer Care Specialist, PT Central Mega Kencana (CMK)
Results
Mekari Qontak supports 200x greater cost efficiency
By choosing Mekari Qontak over international competitors, PT Central Mega Kencana (CMK) achieved a massive boost in budget efficiency, reducing costs by up to 200x. Furthermore, streamlined digital communication successfully drove foot traffic, resulting in a 3x increase in offline store visits.
Mekari Qontak cuts response time to under 5 seconds
Leveraging Mekari Qontak’s AI chatbot, PT Central Mega Kencana (CMK) reduced customer response times from 2 hours to less than 5 seconds. Agent productivity also soared: inquiries that previously took 2–5 minutes to resolve are now completed in just 1 minute.
PT Central Mega Kencana (CMK) on Mekari Qontak
With Mekari Qontak, PT Central Mega Kencana (CMK) has successfully transformed its customer service from a time-consuming manual process into a high-performance digital operation. The results speak for themselves: faster inquiries, higher engagement, and a robust support system for both online and offline sales.
“We can’t recommend Mekari Qontak enough. The platform is feature-rich yet user-friendly, and it has been instrumental in boosting our operational efficiency.”
– Iyus, Customer Care Specialist, PT Central Mega Kencana (CMK)
