About Sekolah Cikal
As the name may have suggest, Sekolah Cikal is a formal education business spanning from kindergarten to secondary school. Established since 1999, Sekolah Cikal is committed to fostering students to make meaningful contributions and bring change to the world. Through the 5C values, 15 dimensions of competence, and personalized teaching methods for each student, Sekolah Cikal expresses its belief that every student grows differently. At present, Sekolah Cikal which opened its first campus in South Jakarta, has expanded and has branches in East Jakarta, Surabaya, and Bandung.
Business challenges
With various marketing activities such as Instagram, open houses, and educational exhibitions, Sekolah Cikal faces serious challenges in managing the high volume of incoming leads from various communication channels.
Before using Mekari Qontak, internal (parents of active students) and external (prospective students) communication were mixed, causing:
- Slow response times, leaving prospective students waiting for a long time.
- Repetitive questions that waste the customer service team’s time.
- Manual leads management causing follow-ups to be ineffectively monitored.
“Many prospective students’ have to wait a long time and are often missed due to the accumulation of chats.”
— Nabila Adzkia, Customer Service Sekolah Cikal
Mekari as a solution
After evaluating several platforms, Sekolah Cikal chose Mekari Qontak because of its comprehensive features and responsive implementation team.
Main features used:
- Omnichannel integrates all communication channels into a single central number, helping to speed up chat distribution to the appropriate Sekolah Cikal branches.
- Chatbot automates answers to general inquiries, such as curriculum information and tuition fees. This significantly lightens the workload of the CS team.
- CRM ensures effective lead follow-ups from the first interaction to the final decision, thus increasing transparency and efficiency of the service process.
- WhatsApp Broadcast allows the CS team to quickly convey important information to prospective students and parents, such as information related to various events.
- Conversation tag helps to group leads based on location and education level, so that marketing campaigns can be more targeted.
The transition from manual to digital methods is one of the challenges. The Sekolah Cikal team overcomes this problem with regular training and active socialization through social media to ensure prospective students contact the customer service number integrated with the Mekari Qontak system.
“We were used to having different branch contact numbers. Now, we use a single CS number. We overcome this challenge with internal and external training and education campaigns.”
— Nabila Adzkia, Customer Service Sekolah Cikal
Results
After implementing Mekari Qontak in the customer service team’s business process, Sekolah Cikal can feel significant changes.
Mekari Qontak accelerates response time and drives operational efficiency
With the integration of omnichannel and CRM, chat distribution and lead follow-up become faster and more systematic. Leads can be handled in minutes, and chatbot automation also helps to significantly ease the administrative workload of the Sekolah Cikal CS team.
Mekari Qontak increases the parent and student satisfaction index
Through the integration of marketing, sales, and customer service modules in Mekari Qontak, the parent satisfaction index of non-academic services experienced an uplift, from 3.4 in the 2023/2024 academic year to 3.5 in the 2024/2025 academic year.
“The administrative process is now much more effective. We are more confident in handling leads thanks to the integration of omnichannel, chatbot, and CRM from Mekari Qontak.”
— Nabila Adzkia, Customer Service Sekolah Cikal
Sekolah Cikal of Mekari Qontak
With real and measurable results, Sekolah Cikal recommends Mekari Qontak to other educational institutions aiming to manage communications and lead more effectively, and significantly increase customer satisfaction.
“Sekolah Cikal highly recommends Mekari Qontak to improve the effectiveness of communication with parents, using chatbots to automate frequently asked questions, and CRM for effective lead management.”
— Nabila Adzkia, Customer Service Sekolah Cikal
