How Profilms Used Chat Commerce to Boost Sales by 50%

Goals

• Improve multiuser functionality for WhatsApp

• Handle sales enquiries over multiple channels

• Segment contacts for targeted WhatsApp broadcasts

• Automate conversation routing — with dedicated agents for dealers

Solutions

• Enabled omnichannel communication from one platform for the whole team

• Automated routing with dedicated agent assignment for dealer accounts

• Enabled precise segmentation and targeting for broadcasts

• Monitored conversations and measured performance for quality improvement

Profilms Window Films is an Indonesian window film brand built on advanced chip technology — premium black resin film with no dye, delivering 90% UV rejection, up to 84% infrared rejection and 75% total solar energy rejection while letting radio, cellular and electronic signals pass through freely. Under the tagline "Beyond Tint. It's Total Protection," Profilms serves both B2B and B2C customers from its BSD City base: authorized dealers and installers across its network, plus car owners and architectural clients buying direct.

The Problem

As the brand grew, Profilms struggled to handle the flood of enquiries through WhatsApp: retail customers asking about pricing and heat rejection, dealers placing stock orders, installers with technical questions and after-sales warranty requests — all competing for attention in one limited WhatsApp Business App account that only a few staff could access at a time.

Every enquiry had to be manually read and passed to the right person, delaying responses badly enough that prospects drifted to faster-replying competitors. Dealers — the brand's highest-value relationships — got no special treatment, waiting in the same queue as one-off price-checkers. And with no way to segment its growing contact list, Profilms couldn't run targeted promotions to the audiences most likely to buy.

The Aelyst Solution

Profilms adopted Aelyst, an AI-powered omnichannel CRM built for Southeast Asian businesses, to streamline communication and shorten its sales cycle with automation.

Omnichannel communication was centralized

Profilms migrated to WhatsApp API connected to Aelyst for unrestricted multiuser access, and connected Instagram and Facebook Messenger — where its content and click-to-chat promotions drive customer acquisition. WhatsApp click-to-chat links across its website funnel visitors straight into managed conversations.

Instead of switching between apps and missing messages, the team now works every channel from a single platform — and returning customers are recognized instantly, even when they reach out on a different channel than last time.

Routing strategies for customers and dealers were implemented

Aelyst's AI Agent identifies each enquiry from the first messages and routes it automatically: retail sales to the sales team, technical and warranty issues to support, architectural projects to the right specialist. No more manual triage, no more delayed handoffs.

Crucially, dealer accounts are assigned dedicated agents — when a dealer messages, they're instantly connected to the salesperson who knows their account, order history and pricing terms. High-value relationships get the continuity they deserve, while automated away messages manage expectations outside the 08:30–17:00 workday so no prospect is left wondering.

Contacts were segmented for precise broadcast targeting

For the first time, Profilms can segment imported and new contacts by category — dealer, retail, architectural — and other criteria. It sends targeted broadcasts about promotions, new stock arrivals and order updates over WhatsApp to exactly the audience each message fits, nurturing contacts from the start of the sales cycle instead of waiting for them to message first.

Conversations are monitored and measured for quality improvement

Where managers previously had zero insight into chats happening on scattered devices, Aelyst now gives them live visibility into every conversation. They can step in to guide staff mid-chat, review histories, and track first response and resolution times to hold the team accountable and set performance goals.

"In a short time, Aelyst solved problems we'd been facing for years. Customers lose interest fast when they feel like they're talking to a robot — Aelyst lets us balance AI automation with the human touch, so dealers get their dedicated salesperson and retail buyers get instant answers. That balance is exactly why our numbers keep climbing."

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

The Results

Since adding WhatsApp click-to-chat links across its website and social channels, Profilms has acquired [10x] more leads per quarter.

Consolidating all channels on Aelyst and refining routing and assignment strategies over time has improved first response times by [38%] since the brand began tracking the metric — with dealers in particular reporting faster, more consistent service from their dedicated agents.

Ultimately, this translated to [50%] more sales quarter-on-quarter in under a year — growth Profilms credits to improved customer acquisition and retention across both its dealer network and direct retail business.

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