Mercu Buana University Optimized Their Customer Service with SleekFlow

Mercu Buana University Jakarta is a private university established in Jakarta in 1985. Since December 2016, Mercu Buana University has achieved Accreditation of Higher Education Institution (AIPT) with an "A" or Excellent rating from the National Accreditation Agency for Higher Education (BAN-PT).

This accreditation is not easy to achieve because it requires numerous qualifications, one of which is excellent service for its students. 

This is where SleekFlow takes a role in optimizing the university's services. It also demonstrates that SleekFlow is not confined to the commercial industry, but also supports the education industry.

See how Mercu Buana University successfully optimized their Customer Service (CS) management with SleekFlow.

Challenges Encountered by Mercu Buana University

Before using SleekFlow, Mercu Buana University staff faced limitations in managing their CS system. Here are the challenges they encountered:

CS was not integrated among branches

Mercu Buana University Jakarta has 3 campus branches, located in Meruya, Menteng, and Warung Buncit. The absence of a centralized WhatsApp number affected the effectiveness of their CS service, and incoming inquiries could not be properly filtered.

The use of multiple numbers and non-centralized CS had affected the efficiency and accuracy of their CS responses.

Low CS response rate

As an educational institution, delivering the best, accurate, quick, and timely service is crucial for prospective students and their guardians. However, due to limited operational service hours, Mercu Buana University staff could not always respond quickly to all incoming inquiries, let alone the many repetitive inquiries that were received in their inbox.

With these 2 issues, SleekFlow comes with WABA and Flow Builder solutions. Which SleekFlow features does Mercu Buana University use? Find the details below.

SleekFlow Features that Mercu Buana University Utilized

To address the challenges and needs above, there are 2 crucial features that become they key to Mercu Buana University team’s success in optimizing their CS:

Chatbot & Flow Builder CS

SleekFlow Builder enables Mercu Buana University team to easily design the FAQ information flow and assign incoming inquiries to CS and admins at each of the three Mercu Buana University branches. 

Incoming messages from customers will be responded automatically, reducing their wait time even outside of business hours.

In addition, Mercu Buana University team established branches that serve as classifications for users to connect with CS, such as for Students, Prospective Students, and Others, to help the CS give the best and most accurate service based on customer status.

WhatsApp Broadcast 

Besides Flow Builder and chatbot, Mercu Buana University actively use broadcast to send promotional messages or other information about the university. This feature helps Mercu Buana University to stay connected and relevant to their students.

Results after using SleekFlow

After using SleekFlow, Mercu Buana University can address their challenges and needs regarding their CS and marketing concerns. Here are the results they obtained after using SleekFlow.

Automation makes CS management easier

With SleekFlow chatbot, CS agents of Mercu Buana University do not need to respond to general inquiries from customers. Agents only need to focus on complex and specific inquiries. Additionally, customers who send the message are better filtered.

SleekFlow has helped Mercu Buana University team to be more efficient in answering incoming inquiries, as well as speedier and more accurate in responding to chats.

Flow Builder makes CS chat routing easier

SleekFlow’s Flow Builder connects customers with the CS agent at the campus branch of their choice. They only need to select a branch they want to talk to through chat, and they will be directed to the admin at that branch.

We are satisfied with SleekFlow because of its user interface, which makes it easy to use the apps continuously.

Engga Probi

About Mercu Buana University

Mercu Buana University is a private university in Jakarta that was established in 1985 and is now accredited as Unggul (Excellent). As an institution to pursue higher education, Mercu Buana University has 6 faculties as well as 16 undergraduate study programs and 8 postgraduate study programs. 

Mercu Buana University also has a good reputation since it is ranked fourth for the best private university in Jakarta and seventh in Indonesia, according to The Wur.

Visit Universitas Mercu Buana | Universitas Mercu Buana Instagram