How Miracle Window Films Cut First Response and Resolution Times by Half

Goals

• Improve multiuser functionality for WhatsApp

• Reduce first response times

• Supervise conversations with ease

• Broadcast promotions to a wide audience

Solutions

• Upgraded to WhatsApp API for unlimited multiuser access

• Built inbound conversation automation for prompt replies

• Unified Instagram and Facebook Messenger as additional entry points

• Broadcast segmented promotions at scale via WhatsApp API

Miracle Window Films is an Indonesian window film brand focused on everyday driving comfort — practical heat and UV protection with a modern look at accessible value. Its product line spans five variants: Miracle Black, Silver, HR, LR and Elite, covering automotive and architectural applications, backed by an official warranty and sold through a growing dealer network from its BSD City, Tangerang Selatan base.

As a value-positioned brand, Miracle serves a high volume of everyday car owners — which means a high volume of everyday questions.

The Problem

Miracle's team used the WhatsApp Business App to chat with customers, all sharing a single account. The app's multiuser limits meant only a handful of staff could be logged in at once — so during promo periods, most of the team could only watch enquiries pile up.

Worse, with no supervision tools, conversations were easily abandoned or forgotten mid-thread. A customer who asked "bedanya Miracle HR sama LR apa?" and got no reply didn't wait — they tinted with whichever brand answered. And with the Business App's 256-contact broadcast cap, the brand couldn't re-engage its growing contact base at any meaningful scale.

The Aelyst Solution

Miracle adopted Aelyst, an AI-powered omnichannel CRM built for Southeast Asian businesses, and implemented the following solutions.

Multiuser access for WhatsApp was enabled

Miracle upgraded to WhatsApp API connected to Aelyst, letting the entire team operate under one official number with no device or login limits. With everyone able to work the shared inbox simultaneously, more customers are attended to at once — and response times dropped immediately.

New conversation entry points were unified

Since customers discover Miracle through Instagram content, its website and dealer referrals, the brand connected Instagram DM and Facebook Messenger alongside WhatsApp into the same Aelyst inbox. Customers start the conversation wherever suits them; the team handles everything in one place, and every contact is captured into the same CRM regardless of channel.

Repetitive processes were streamlined with automation

To cut first response times further, Miracle uses Aelyst's automation and AI Agent. Every new conversation gets an instant, warm greeting, and the AI answers the brand's most common questions on the spot — variant differences between Black, Silver, HR, LR and Elite, heat rejection performance, pricing, warranty coverage and the nearest dealer — in natural Bahasa Indonesia, day and night.

Conversations needing a human are routed automatically: sales enquiries to the sales team, warranty claims to support, dealer enquiries to the wholesale team — assigned to whoever's available, with no manual triage.

Promotions sent to segmented audiences via WhatsApp

WhatsApp API removed the 256-contact broadcast ceiling. Miracle now sends targeted promotions to segmented audiences — grouped by interest, location and purchase history — so architectural prospects, past automotive customers and dealer partners each receive offers relevant to them, at a scale that was previously impossible.

Supervision became possible with a shared inbox

With every conversation on one platform, supervisors have an eagle-eye view: they spot stalled threads before customers give up, step into complicated cases, and review how staff handle enquiries to keep quality consistent. No conversation slips through unnoticed anymore.

"Aelyst removed every bottleneck we had. Our whole team works one official number, broadcasts go out at real scale, and the AI answers variant and pricing questions before we even pick up the phone. The vulnerabilities we had before — lost conversations, agent limits — are long gone."

— [Name], [Role], Miracle Window Films

The Results

After upgrading to WhatsApp API on Aelyst, Miracle no longer faces multiuser limitations, and the platform scales as the team grows.

Broadcasts, once an afterthought, have become one of its main marketing and remarketing channels — with nearly [8,000] targeted WhatsApp promotional messages sent per month driving repeat purchases and dealer-network sales.

Most importantly, automated greetings, AI-handled FAQs and automatic routing cut first response and resolution times by [50%] — so the everyday car owners Miracle serves get everyday-fast answers, and the brand that replies first wins the install.

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