BateriHub unifies 130 branches and reduces spam leads to <1% with SleekFlow’s omnichannel AI platform

BateriHub, a premier car battery service provider spanning West Malaysia from Kedah to Johor with 130 branches, was grappling with a classic growth dilemma: how to maintain lightning-fast customer service and accurately track lead conversions across a rapidly expanding, multi-platform operation.

Challenges faced by the rapidly scaling car battery provider

Lack of Marketing Visibility

Before implementing SleekFlow, BateriHub's marketing operations faced a significant hurdle: they had no clear visibility into customer entry points or lead attribution for digital campaigns, particularly from ads. Consequently, BateriHub had no reliable data to optimise ad performance or confidently scale campaigns, leaving them unable to track the effectiveness of their marketing.

Fragmented and inefficient communication

BateriHub's customer communication was also fragmented. The team relied on individual WhatsApp accounts of team members, resulting in a decentralised system where customer interactions were scattered. With many customers initiating contact from various sources such as website widgets, social media, and direct search, the fragmented communication channels made it even harder to connect inbound customer messages directly to a specific ad or source.

A critical operational challenge was the tedious process of cross-referencing battery compatibility. With over 220 different battery models, the team relied on a physical table to manually cross-reference which battery was required for each vehicle. This process was prone to human error and added complexity to every enquiry. Furthermore, the nature of the service demanded a system that could facilitate seamless internal collaboration between the customer service team and field technicians.

SleekFlow's omnichannel inbox for enquiries

BateriHub turned to SleekFlow to centralise all customer touchpoints into a unified inbox. This comprehensive platform transformed the disorganised communication landscape into a streamlined, efficient hub by integrating all its messaging channels, website widgets, and ad entry points. This allowed the team to manage a high volume of conversations from multiple sources without constantly switching between different apps, ensuring a consistent and professional customer experience from the very first message.

24/7 engagement with AI Smart Reply

SleekFlow transformed BateriHub’s service delivery with AI Smart Reply by eliminating a major operational gap; instant, accurate 24/7 support. As a roadside assistance provider, every second counts when customers reach out during emergencies, such as car breakdowns or jump-starts, often outside of office hours. The AI ensures BateriHub is always available, instantly collecting key details such as location and car type, offering reassurance in critical moments while seamlessly preparing data for human follow-up.

Additionally, SleekFlow's AI is capable of handling complexity. To tackle complex enquiries regarding battery specifications, BateriHub simply uploaded its entire product catalogue and compatibility charts into the AI’s Knowledge Base. Now, the AI can instantly cross-reference customer car details with the stored data to accurately recommend the right model at any time of day, dramatically boosting response quality and consistency while freeing up staff to handle complex service logistics.

Response times used to be about 17 minutes, and every delay was a lost opportunity. Now that we can separate and identify urgent enquiries, responses are almost instant.

Stanly Ng

General Manager, BateriHub

Internal notes to collaborate better across different departments

For BateriHub, many team members are involved in resolving customer enquiries, including both customer service agents and technicians. Crucially, the platform's features empowered better internal teamwork. The use of Internal Notes allowed these different departments to collaborate directly within the chat thread, sharing technical details and operational statuses that are invisible to the customer. This ensured that complex enquiries could be answered effectively and accurately, guaranteeing a smooth handover and a faster, more informed resolution for the customer.

Social CRM and labels for targeted retargeting

BateriHub found a powerful customer management solution in SleekFlow's integrated Social CRM. The platform allowed them to build and enrich their customer database directly from every inbound conversation. A vital component of this strategy is the use of labels to track and tag messages, allowing the team to pinpoint lead sources and segment customers for precise marketing attribution and insights.

Through SleekFlow, BateriHub tracks strategic partnerships like Grab and Shopee, while categorising customer data such as car models and battery brands to identify buying power and upsell potential. This empowers the team to run hyper-targeted follow-ups and reconversion campaigns that turn one-time buyers into loyal customers.

Enhanced conversions with CTWA ads and Flow Builder

BateriHub gained clearer visibility into their marketing performance by tracking lead entry points and saw a drastic improvement in conversion rates. Using Click-to-WhatsApp Ads, the team can generate leads and qualify them by ushering them through a customer journey built with SleekFlow's no-code Flow Builder. This allows BateriHub to automatically collect key details such as urgency, location, car plate, and model with AI before assigning a technician. By the time a human agent steps in, all essential information is ready, streamlining service delivery and reducing wait times.

This customer journey also filters out irrelevant enquiries and spam leads, allowing the team to focus on genuine, high-intent leads. It safeguards efficiency by ensuring agents dedicate their time to conversations most likely to convert into sales or service bookings.

Now, spam messages are less than 1% of our enquiries.

Stanly Ng

General Manager, BateriHub

Proactive customer retention

Leveraging SleekFlow’s automation capabilities, BateriHub transformed their customer database into a powerful retention engine. Since car batteries typically require replacement every two years, the team set up automated, personalised reminders that reach customers as their estimated replacement date approaches. Each reminder includes a complimentary battery check-up offer, motivating customers to return to BateriHub workshops. This approach not only boosts repeat business and service revenue but also keeps the brand top-of-mind for future purchases, strengthening long-term loyalty.

Conversational Analytics for consistent service quality 

For BateriHub, great service doesn’t end with a conversation, it continues with insights. With SleekFlow’s built-in Conversational Analytics dashboard, the Customer Success team can now monitor every interaction in real time and see exactly how customers are being served. The dashboard provides instant visibility into response times, agent performance, and service quality, helping the team ensure that no customer is ever left unattended. Armed with these insights, managers can identify coaching opportunities, maintain consistent service standards, and continually elevate the customer experience.

 With SleekFlow, we can track all conversations, ensure every customer is attended to, and monitor team performance. The internal feedback has been overwhelmingly positive.

Stanly Ng

General Manager, BateriHub

About BateriHub

BateriHub is Malaysia's leading automotive battery retail brand, established in 2019 and spanning over 130 branches across West Malaysia. The company offers a three-pronged approach encompassing retail stores, e-commerce, and critical roadside assistance. BateriHub offers an extensive range of premium batteries for over 1,100 car models, spanning from Perodua to Mercedes-Benz. Their skilled specialists deliver comprehensive solutions, including complimentary doorstep delivery and hassle-free installations, cementing BateriHub as the top choice for reliable automotive care.

SleekFlow has helped us improve engagement, conversion rate, and professionalism. We want to be at the top of mind, and with SleekFlow, we are one step ahead.

Stanly Ng

General Manager, BateriHub

All images are for illustration purposes only. Names and contact numbers have been changed to protect customers' identities.