How Indium Glassfilm Centralized Communication Across Its Dealer Network and Accelerated Revenue Growth

Goals

• Use one official WhatsApp number with multiple teams in a centralized inbox

• Send broadcasts to promote products and migrate customers to the official number

• Automatically assign conversations to the right team member

• Allow managers to supervise conversations and monitor performance

Solutions

• WhatsApp API, Instagram and Facebook Messenger connected to a central inbox

• WhatsApp broadcasts leveraged to promote products, promos and the official number

• Conversations routed and assigned automatically by enquiry type and region

• Managers able to monitor all conversations in real time

Indium Glassfilm is a premium window film brand for automotive and architectural applications, headquartered in BSD City, Tangerang Selatan. Engineered for a deep black exterior appearance while remaining clear from the inside, Indium delivers 99% UV protection, up to 99% infrared rejection and 83% total solar energy rejection — backed by an 8-year warranty. The brand serves customers across Indonesia through its authorized dealer and installer network.

The Problem

Indium's sales and support activity was spread across the personal phone numbers of individual sales reps and support staff. Customers and dealers alike chatted with whoever's number they happened to have — which meant uneven workloads across the team, inconsistent customer experiences, and no way for management to see what was being promised, quoted or left unanswered.

When a rep was on leave or left the company, their conversations — and the customer relationships in them — left with them. Warranty enquiries landed with sales reps, dealer stock orders landed with support staff, and there was no record of any of it in one place. As the dealer network grew, the chaos grew with it.

The Aelyst Solution

Indium wanted customers and dealers to contact the brand, not individual staff members — with every conversation answered from a single platform, distributed fairly across the team, and visible to management. It also wanted broadcast capabilities to promote its products and drive traffic to the official number.

It chose Aelyst, an AI-powered omnichannel CRM built for Southeast Asian businesses, and connected one official WhatsApp number alongside its Instagram and Facebook Messenger accounts — unifying all customer communication in a central inbox.

One official number, every channel, one inbox

Indium adopted a single official WhatsApp number for the entire operation, connected via WhatsApp API to Aelyst. Instagram DMs and Facebook Messenger — where its content and click-to-chat promotions generate steady enquiries — flow into the same inbox. Every conversation now belongs to the brand: fully recorded, searchable, and intact regardless of staff changes.

Broadcasts migrate customers to the official number and drive sales

Since customers were used to messaging reps' personal numbers, they rarely contacted the new official number at first. Indium used Aelyst's broadcast engine and segmentation to change that — sending promos, new product announcements and warranty registration reminders from the official number, tailored to each contact's interests and history.

The broadcasts served double duty: driving immediate sales opportunities while training the entire customer and dealer base to chat with the official brand number, where every conversation is captured and followed up.

Conversations routed and assigned automatically

With all inbound traffic in one place, Aelyst's automation routes each conversation to the right destination: retail installation enquiries to sales, dealer stock and pricelist requests to the wholesale team, and warranty claims to support — with the AI Agent identifying intent and collecting details like city and car model before assignment.

Dealers and repeat customers are assigned a dedicated agent throughout their journey, so relationships and trust build with a consistent point of contact — while workload stays evenly distributed across the team instead of piling onto whoever's number was shared most.

Managers monitor conversations in real time

Aelyst gives management live visibility into every ongoing conversation across sales, dealer support and warranty. Managers can verify that quotes follow pricing policy, communication meets brand standards, and nothing sits unanswered — intervening in real time when needed. Reports on response times, conversation volumes and lifecycle progression turn what was once invisible personal-phone activity into measurable team performance.

"Aelyst transformed how we communicate. Before, our customer relationships lived on our reps' personal phones — we couldn't see them, measure them or keep them. Now every conversation across sales, dealers and warranty runs through one platform with full oversight, and our broadcasts consistently turn past contacts into new orders."

— With Natalie, IT director of Indium Glassfilm

The Results

Within months of adopting Aelyst, Indium broadcasted [20,100] promotional messages, driving a [125%] increase in conversations on its official channels — clear evidence that customers and dealers now contact the brand directly instead of individual reps' personal numbers.

Aelyst's automation absorbed the surge with ease: the vast majority of conversations are routed and assigned automatically to the right team member, dramatically reducing overlooked chats and inconsistent follow-ups.

Best of all, more captured conversations meant more conversion opportunities — contributing to a [23%] increase in revenue. With communication centralized, measurable and owned by the brand, Indium Glassfilm now has a foundation that scales cleanly as its dealer network grows.

Want to achieve similar results for your business? Contact us for a free consultation today!