KHIND Malaysia owns WhatsApp Business as an exclusive channel for R2O (Rent-To-Own) Programme

KHIND, a well-known Malaysian manufacturer and distributor of electrical and electronic appliances, offers a wide range of reliable, cost-effective, and energy-efficient products, including fans, kitchen appliances, lighting solutions, and home appliances. Over the years, KHIND has expanded its market presence beyond Malaysia to various international markets.

In 2020, Malaysia’s government introduced the rent-to-own scheme for low-income groups to own their homes. KHIND launched its R2O program to support the initiative, a flexible purchasing option designed to enable customers to buy home appliances.  

KHIND’s Rent-to-Own (R2O) plans to purchase a 2-in-1 Washer Dryer.

R2O post-purchase service challenges faced by the electrical appliance store

Manual replies on personal WhatsApp led to a tedious and time-consuming process

KHIND has a dedicated team for its R2O program that communicates with customers using personal WhatsApp and phone calls, from lead inquiries to follow-ups. Customers often ask about the order process, payment frequency, and subscription termination, requiring repetitive answers from Customer Relations (CR) agents. As inquiries increase with the popularity of the rent-to-own scheme, agents struggle to manage multiple conversations manually, leading to delays in responses.

No oversight of agent-customer conversations

While conversations were dispersed across CR, credit control, and operations agents’ personal devices, it was difficult for KHIND’s management to monitor interactions and ensure consistent service quality. Additionally, KHIND couldn't effectively own and manage valuable customer data, leading to an inconsistent brand tone and lost leads if chats were missed during busy hours.

In need of a secured channel for customer onboarding

To complete the application, customers who subscribe to the R2O program must submit their payment details and personal information. However, sending emails resulted in low engagement due to its perceived one-way nature.

Therefore, KHIND needed a secure channel for customer login authentication. They sought a platform that customers recognized and trusted, which could help prevent scams by confirming the business's legitimacy.

SleekFlow’s automated WhatsApp Business solution for retail

KHIND has streamlined its R2O program by implementing a tailored WhatsApp Business API solution through SleekFlow, a trusted official Meta partner and WhatsApp Business Solution Provider (BSP). 

Centralize business chats with a single verified WhatsApp Business Platform account

KHIND's WhatsApp Business account is verified with a green tick, confirming its authenticity as an official business. This ensures the business name is displayed even if customers haven't saved their phone number.

KHIND’s entire team can now reply to customers from the same official WhatsApp account through SleekFlow's unified inbox. This prevents missed messages and eliminates the need for customers to repeat their situation with multiple agents. The team can also maintain a consistent brand tone using saved replies.

SleekFlow is convenient to use and enhances our communication efficiency. It helps us efficiently manage both outbound and inbound interactions with customers.

Irene Tan

RTO Risk Management & Operations Lead

Auto-send OTP codes via webhooks linked to ePOS for onboarding 

KHIND uses Flow Builder’s webhook trigger to send OTP (One-Time Password) login automation for sales agent account registration and onboarding. First, potential R2O agents receive a registration link via WhatsApp. By clicking the link, agents start the account setup process in the KHIND mobile app and receive an OTP via WhatsApp to complete the registration.

Similarly, KHIND also uses webhook triggers to enhance the onboarding process for R2O customers. When an agent submits a sales order through the POS (Point of Sale) system, the customer automatically receives a secure link via WhatsApp to upload NRIC photos for verification. Once the order is confirmed, another WhatsApp message is sent to the customer for the first payment. If customers need to change their payment details, KHIND will send a new link via WhatsApp for them to update their information. This secure onboarding process ensures the safety of sensitive data, providing customers with peace of mind.

Broadcast automated bill reminders via WhatsApp

KHIND segments customers with upcoming payments into a list and sends WhatsApp broadcasts for bill reminders through a custom integration with SleekFlow API. These messages are automatically customized using variables like first name and payment status, reducing overdue accounts while maintaining a personal touch.

Automate post-broadcast to resolve payment failure effectively

KHIND uses Flow Builder to send automated follow-up messages after broadcasts. If a payment fails, customers immediately receive a message with chat buttons to select their bank for payment. Once selected, the chatbot provides the next steps to resolve the payment issues according to their bank's process. These clear, step-by-step instructions have increased recovery rates for failed payments while minimizing manpower.

Before using Flow Builder, our messages often went unanswered. With SleekFlow’s Flow Builder, we've seen a significant increase in responses, as automated messages and interactive buttons prompt customer replies.

Irene Tan

RTO Risk Management & Operations Lead

KHIND achieves an 82% read rate, a 12% reply rate, and doubles efficiency with SleekFlow API integration

As the top messaging app in Malaysia, WhatsApp delivers better customer engagement than traditional email and phone calls. With SleekFlow, KHIND achieves an 82% read rate and a 12% reply rate on automated bill reminders and notifications via WhatsApp broadcasts. Additionally, SleekFlow's omnichannel shared inbox allows CR agents to communicate and collaborate seamlessly, doubling KHIND's operational efficiency.

About KHIND

Established in 1961, KHIND began with a mission of bringing prosperity and convenience to people living in a small town called Sekinchan. The founder, Mr Cheng King Fa, started with a small electrical appliances repair shop, which grew into Kee Hin Industries with a pioneering team. Through many hard-earned experiences and an outcome of intertwining events, they paved the way to create Khind Holdings Berhad, a multinational electrical and electronic appliances company distributing to over 58 countries today.