TAN Group Optimizes Dining Experience with SleekFlow

Founded in 2012, TAN Group is a company operating in the hospitality and lifestyle sector. TAN Group is known as a pioneer in creating popular hangout spots for young people in Jakarta and Bandung, such as:

• Big Brother Kemang

• Big Brother Sudirman

• Glass House

• Nara Senopati

• The Brotherhood Gunawarman

• The Brotherhood Bunker

• The Neighbourhood

• House of PATS

• Kenjiro

Through continuous innovation and fresh concepts, TAN Group has a mission to lead the hospitality industry in Indonesia by constantly expanding its presence in the Food, Beverages, and Lifestyle sectors under PT. Tri Agung Nusantara Manajemen.

TAN Group also aims to prioritize quality, focus on digital innovation, and enhance customer experience. This mission has driven TAN Group to optimize dining experiences and customer service through SleekFlow solutions. So, how did TAN Group implement SleekFlow? Read on below to find out.

TAN Group’s Struggles Before Adopting SleekFlow

Before implementing SleekFlow, TAN Group faced several operational hurdles. Aligned with their goal to improve customer experience, they identified the need to streamline their customer service while enhancing service quality. Some of these challenges included:

1. Scattered Chats: TAN Group received reservation messages across various digital channels, including WhatsApp, Instagram, and Facebook, but these messages were scattered and difficult to monitor in real time. With multiple outlets and admin numbers, chat visibility was limited and hard to manage because of the different numbers and devices used across branches.

2. Slow Response Times: TAN Group struggled to provide fast and consistent replies to incoming messages, particularly when chat volumes were high, sometimes reaching hundreds of messages. Relying on regular WhatsApp numbers was considered inefficient for managing and responding to such a large influx of chats.

3. Lack of Effective Automation: The absence of automation in their chat system made it difficult for customer service admins to perform efficiently. For example, the customer follow-up process was handled manually, taking up valuable time to respond to the numerous incoming messages. Additionally, due to the scattered database across different devices, the marketing team could not perform customer segmentation, and the segmentation process remained manual, which was time-consuming and inefficient.

These were the three main challenges faced by TAN Group. So, how do SleekFlow's features address these challenges?

SleekFlow Features Used by TAN Group

To overcome the challenges outlined above, TAN Group leverages a combination of SleekFlow features, as detailed below:

1. Automation: This feature enables TAN Group’s team to create automated chat routing flows, ensuring incoming customer chats are routed to the relevant customer service agents.

2. AI Chatbot: TAN Group utilizes this feature to respond to inquiries quickly and consistently, available 24/7, so customers do not have to wait long for replies.

3. OTP: The OTP feature, integrated with the WhatsApp Business API, enables TAN Group to send automatic verification codes to customers via WhatsApp during their app registration process.

Outcomes After Adopting SleekFlow

After integrating SleekFlow, TAN Group has seen a marked improvement in their customer communication efficiency. Some of the benefits TAN Group has enjoyed include:

• Easier access to and response to customer messages from multiple channels, as all communications are now centralized in one dashboard, eliminating the need to juggle different platforms.

• The SleekFlow chatbot has played a vital role in efficiently handling the numerous questions and inquiries received.

SleekFlow x TAN Group: Optimizing Dining Experience and Communication

With SleekFlow, TAN Group can now manage all incoming chats from a single dashboard. Here are the results of the collaboration between TAN Group & SleekFlow:

• Manage hundreds of chats without switching devices and platforms, as everything is available in a single SleekFlow dashboard.

• Automation makes it easier for Gen Z customers to directly connect with customer service or make bookings on their own.

• TAN Group gains full visibility over all incoming chats, including customer complaints..

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

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