How TAN Group further elevates their dining experiences with SleekFlow
Founded in 2012, TAN Group manages hospitality and lifestyle brands in Jakarta and Bandung. With multiple outlets and multiple messaging channels, the team faced a familiar F&B problem: peak-time enquiries could hit hundreds of messages, but conversations were split across WhatsApp, Instagram, and Facebook, and across different outlet numbers. By adopting SleekFlow, TAN Group centralised chats in a single inbox and automated FAQs, supported reservations, and improved responsiveness across its branches.
TAN Group’s operational challenges
As TAN Group expanded their presence across outlets, customer demand grew with it. They needed a solution to streamline their growing number of reservations and enquiries while maintaining consistent service quality across outlets.
Limited outlet and channel visibility
Reservation messages came in across WhatsApp, Instagram, and Facebook. With multiple outlets and admin numbers, conversations were spread across different numbers and devices, which made real-time monitoring harder as the business scaled.
Peak-time responsiveness
During busy periods, chat volumes could reach the hundreds. This growth created a need for a more scalable setup than the regular WhatsApp app, which could not keep up with the rising volume of conversations.
Manual processes that could not keep up with growth
Without automation, follow-ups were manual, taking time away from higher-value customer support. Because customer data was spread across multiple devices, segmentation remained manual, limiting how quickly the marketing team could act on customer insight.
The solution: SleekFlow for automated customer journeys
To overcome the challenges outlined above, TAN Group leveraged a combination of SleekFlow features, as detailed below:
One dashboard for omnichannel conversations
With SleekFlow, TAN Group centralised conversations from WhatsApp, Instagram, and Facebook into a single workspace. This gives the team clearer visibility across outlets and makes it easier to stay on top of enquiries and customer complaints without switching between channels and devices.
Automated chat flows using Flow Builder
TAN Group created no-code automated routing flows to guide incoming enquiries to the right outlet or customer service agent, helping conversations move faster from question to booking, especially during peak periods. Customers can now make bookings on their own, without speaking to a human representative.
WhatsApp concierge for 24/7 enquiry handling
By setting up a WhatsApp concierge to answer common questions around the clock, customers can get immediate responses and clear next steps, which supports a smoother reservation journey even when the team is offline.
WhatsApp OTP to automate app verification codes
Using SleekFlow’s WhatsApp Business API connection, TAN Group can send OTP messages from its backend to WhatsApp, keeping customer registration quick while reducing repetitive manual checks for the team.
A consistent path from enquiry to reservation
With conversations from multiple platforms now centralised in a single dashboard, TAN Group can access messages more quickly and respond more consistently. Even when enquiries surge, customers still get timely responses, while the team keeps the human touch for conversations that need it most. The team now also sees self-serve journeys that allow their restaurants to be filled passively, with minimal manual input from staff.
SleekFlow’s range of features has greatly contributed to improving service for guests and customers, particularly in addressing every incoming question. These features also help streamline workflows, making operations more efficient.
Agung Syah Putra
Head Digital Corporate TAN Group
About TAN Group
Founded in 2012, TAN Group operates in Indonesia’s hospitality and lifestyle sector under PT Tri Agung Nusantara Manajemen. Known for creating popular hangout spots for young people in Jakarta and Bandung, their portfolio includes Big Brother Kemang, Big Brother Sudirman, Glass House, Nara Senopati, The Brotherhood Gunawarman, The Brotherhood Bunker, The Neighbourhood, House of PATS, and Kenjiro. Through continuous innovation and fresh concepts, TAN Group aims to lead Indonesia’s hospitality industry by steadily expanding its presence across food, beverage, and lifestyle.
PUBLICATION DATE: Jan 28, 2026