How JomCharge boosted response speed by 95% with SleekFlow’s WhatsApp solution

JomCharge is leading Malaysia’s EV infrastructure, offering seamless and efficient charging solutions. With DC fast chargers at public locations like highways, petrol stations, malls, and condos, as well as at-home installation options. With a strong focus on innovation and customer convenience, JomCharge ensures that EV charging is both reliable and accessible for users across Malaysia.

Key challenges faced by JomCharge in managing rising customer enquiries

Inefficiencies with voice calls and email support

For EV drivers often on the move, waiting on hold or for a reply isn’t just inconvenient—it disrupts their journey. JomCharge’s reliance on voice calls and emails couldn’t match the growing support needs. Each call tied up an agent with just one customer at a time, while email replies, especially for urgent, technical issues—,were often delayed.

Limited collaboration due to WhatsApp Web’s login restrictions

The Customer Experience (CX) team at JomCharge faced significant limitations with WhatsApp Web, which was capped at only four logins. As enquiry volumes grew, more agents were needed, but they couldn’t log in and manage chats concurrently. 

SleekFlow provides the right solution for JomCharge's business needs

Initially, JomCharge evaluated several platforms, but many lacked real-time alerts, automated process flow or user-friendly interfaces. Hence, they transitioned to SleekFlow after a successful trial with our services.

SleekFlow is definitely value for money. It meets all our expectations, offering a reliable, user-friendly system with essential features expected from a communication platform to serve our organization.

Edward Toh

Senior Customer Experience Manager, JomCharge

Easier scalability with multiple user access

With SleekFlow’s WhatsApp Business API solution and Meta blue tick verification, JomCharge enhanced customer trust and credibility through a single verified WhatsApp number, ensuring customers felt confident they were communicating with a legitimate and trusted brand. 

Additionally, SleekFlow’s multiple user access feature allowed JomCharge to easily scale its customer experience (CX) team. Multiple agents could access the same WhatsApp account via a unified team inbox, enabling seamless business growth while maintaining consistent, high-quality support. 

Flexibility with web and mobile accessibility

SleekFlow provided agents with the flexibility to respond to customer messages anytime, anywhere—whether from a mobile app or desktop. Regardless of the device used, agents receive clear alert notifications from SleekFlow and have full access to customer interactions. This enabled agents to handle support on the go effectively without compromising response times.

Even if we’re driving or dining, we can still respond via the SleekFlow app. We can also log in to SleekFlow on the laptop for more comprehensive chat analytics.

Edward Toh

Senior Customer Experience Manager, JomCharge

Automating replies to manage high enquiry volume from multiple touchpoints

With continuous daily incoming enquiries from the JomCharge mobile app, website, and WhatsApp QR codes, automation is essential for efficiency. When a message is received, SleekFlow will send auto acknowledgements to reassure customers their enquiries are received and in the midst of being replied to by an available agent. During off-hours, customers are greeted with an away message, and their enquiries are queued for follow-up by the next available agent. 

Moreover, when customers scan a QR code at a charging station or click a WhatsApp live chat at their website and inside the mobile app, it opens a WhatsApp chat pre-filled with key details — such as the user ID, charger ID, mobile app version, and phone system information. This helps agents immediately understand the context, saving precious time on back-and-forth clarification.

Before SleekFlow, we occasionally found conversations left unattended for hours due to limitation by previous system. Now, our average response time has improved by at least 95%.

Edward Toh

Senior Customer Experience Manager, JomCharge

Automating CSAT surveys to maintain high-quality support

Previously, the JomCharge CX team had to trace every conversation, copy-paste Customer Satisfaction (CSAT) survey links, and follow up with customers manually. The manual process often resulted in missed opportunities for feedback.

Now, using SleekFlow’s Flow Builder, JomCharge automates the entire process. After two hours of a completed conversation, a CSAT survey is sent automatically, offloading manual tasks and ensuring consistent feedback collection. This proactive approach helps identify dissatisfaction early, triggers necessary escalations, and reinforces JomCharge’s commitment to delivering fast, reliable EV support.

Results: Significant improvement in efficiency and customer satisfaction

With SleekFlow in place, JomCharge now efficiently manages over 1,200 monthly enquiries with improved efficiency and effectiveness. Response time has improved by over 95% compared to their previous system, which was hindered by delayed alert notifications. The average resolution time is now twice as fast, and customer satisfaction has also doubled, driven by faster responses and proactive follow-ups.

About JomCharge and EV Connection

JomCharge was launched in 2016 by EV Connection, pioneered Malaysia’s electric vehicle (EV) charging industry, initially focusing on installing DC chargers. Over time, the company expanded, launching the JomCharge app to better control their growing network. The app allows remote monitoring, customer support, and efficient charger maintenance. 

Today, JomCharge operates more than 1,000 charging points, serving about 60,000 users, and collaborates with car brands for exclusive membership discounts. By streamlining the entire charging process from scanning a QR code at the station to paying within the mobile app, JomCharge removes the complexity often associated with EV ownership.