Iceberg Window Films Handles 2x More Leads Across Its Nationwide Dealer Network with AI Agents on Aelyst

Goals

• Streamline operations across end customers, dealers and multiple product lines

• Automate routine enquiries to reduce manual workload

• Improve response speed and lead management

Solutions

• Customized AI Agents for different customer journeys — retail buyers, dealers and warranty claims

• Deployed AI Agents to answer product and pricing enquiries instantly, 24/7

• Implemented lifecycle tracking and routed only serious buyers and dealer prospects to the team

Iceberg Window Films is a premium window film brand powered by 4th-generation "Night Vision Technology" — a 100% nano carbon film delivering up to 99% UV protection and 99% infrared rejection with crystal-clear night visibility. Made in the USA and backed by a 5-year warranty, Iceberg serves automotive, residential and commercial customers through an authorized dealer network spanning Indonesia, from Jakarta and Bandung to Medan, Bali and Jayapura. Managing enquiries from end customers, dealers and project clients across the country posed significant operational complexity.

The problem

Iceberg received a high volume of enquiries daily across Instagram, WhatsApp and Facebook Messenger — more than its team could handle during business hours. Messages piled up across channels and devices, and it was difficult for the team to keep track of which contacts had been attended to.

Additionally, very different enquiry types were mixed together in the same inboxes: car owners asking about pricing and the nearest installer, homeowners and building managers asking about architectural film, workshops interested in becoming authorized dealers, and existing customers with warranty claims. Without intent-based routing, every message needed manual triage — handoffs were slow, context was lost, and hot leads often went cold or bought a competitor's film while waiting for a reply.

Iceberg needed a platform with advanced automation that could handle conversations at scale while keeping these diverse journeys organized.

The Aelyst solution

Iceberg chose Aelyst, an AI-powered omnichannel CRM built for Southeast Asian businesses, to manage all its conversations in one team inbox with automation. It connected its WhatsApp, Instagram and Facebook Messenger accounts, and deployed Aelyst's AI Agents to handle the front line of every conversation.

AI Agents customized for complex customer journeys

Iceberg configured its AI Agent with clear instructions for each journey: retail buyers asking about film specs and pricing, prospects asking about the nearest authorized dealer in their city, workshops enquiring about dealer partnerships, and warranty-related requests. The agent identifies intent from the first messages, collects the right information for each journey, and updates Lifecycle stages automatically — so the team can see at a glance who is a browsing prospect, a sales-ready buyer, or a serious dealer candidate.

Routine conversations and tasks managed by AI

Trained on Iceberg's own knowledge sources — product specs like VLT, IRR and TSER performance per series, warranty terms, dealer locations and pricing structure — the AI Agent now handles most day-to-day enquiries instantly and accurately, in natural Bahasa Indonesia, 24/7.

Common questions like "berapa harga kaca film untuk Avanza?", "ada dealer di Semarang?" or "apa bedanya ICE Series sama UV-400?" get immediate, correct answers instead of waiting hours for a human reply. Only sales-ready leads and dealer prospects are routed to the team, freeing them to focus on closing deals and supporting the dealer network. The AI Agent also closes resolved conversations automatically, keeping the shared inbox organized so no message goes unnoticed regardless of channel.

Respond to higher volumes of messages, faster

With AI Agents responding instantly on all three channels, Iceberg's small team now handles high enquiry volumes with ease. Instagram ad campaigns and viral content no longer overwhelm the inbox — every lead gets an immediate response while interest is at its peak, then lands with the team pre-qualified and with full context.

Faster response times and accurate, contextual answers prevent prospects from dropping off to competitor brands, translating directly into more installations booked through the dealer network.

"Setting up the AI Agent on Aelyst was surprisingly easy. Within [a day], we had a working agent that answered product and dealer enquiries accurately across WhatsApp, Instagram and Messenger. The inbox makes it intuitive to manage conversations, assign leads and track lifecycle stages — our team only touches the conversations that actually need a human."

— Reza, Head of Marketing at Iceberg Window Films

The results

By implementing Aelyst's AI Agents, Iceberg Window Films achieved greater efficiency across its customer operations. Response times are [67%] faster, lead handling capacity [doubled], and [70–80%] of conversations are now managed instantly by AI across Instagram, WhatsApp and Facebook Messenger.

The brand also observed a notable increase in installations and dealer enquiries within the first month, as prospects are no longer kept waiting and receive answers while interest is high. With AI Agents simplifying communication and lifecycle management, Iceberg has built a scalable system ready to support continued growth of its dealer network across Indonesia.

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