The Secret Behind Agni Sentral Motor's 40% Conversion Rate on WhatsApp

Goals

• Establish streamlined communication with retail customers, dealers and installation teams

• Provide omnichannel support for customers across Instagram, WhatsApp and Facebook Messenger

• Automate routine enquiries and booking tasks for efficiency

• Access chat analytics for decision-making

Solutions

• Organized teams with dedicated channels and access control for retail and dealer conversations

• Connected WhatsApp, Instagram and Facebook Messenger to a central inbox

• Automated chat routing with AI Agents handling FAQs, quotes and booking intake

• Retargeted customers with WhatsApp broadcasts for promos and service reminders

• Tracked conversation trends and lifecycle metrics for performance decisions

Agni Sentral Motor is an Indonesian automotive company based in BSD City, Tangerang Selatan, specializing in window films and car care. It distributes premium window film brands — Iceberg, Spectrum, Indium, Profilms and Miracle — and serves retail customers directly with professional window film installation and car detailing services, alongside its nationwide dealer network.

Customers can enquire and book via Instagram, WhatsApp or Facebook Messenger. Agni works directly with its own installation and detailing teams to deliver the service, while also supporting dealers and workshops that carry its brands across Indonesia.

The Problem

Agni Sentral Motor had to manage communication with very different groups through the same channels: retail customers asking for installation quotes and detailing bookings, dealers ordering stock and asking about pricelists, and internal teams coordinating job schedules.

Every enquiry — from "berapa harga kaca film full body Innova?" to a dealer restocking Spectrum film — landed in the same personal WhatsApp and social inboxes. With a small team, quotes went out slowly, booking details got lost in scrollback, and there was no way to see which customers had been followed up, let alone measure how conversations were performing.

It needed a platform that could support multichannel communication with automation to maximize the capabilities of its small team, plus an analytics component to track conversation trends and team performance.

The Aelyst Solution

Agni Sentral Motor adopted Aelyst, an AI-powered omnichannel CRM built for Southeast Asian businesses, for its automation flexibility, built-in AI Agents and intuitive interface. These translated into the following solutions.

All teams onboarded onto one platform to streamline communication

Agni organized its operation into dedicated teams on Aelyst — retail customer service and dealer/wholesale support — with channel access control ensuring each team only sees the conversations relevant to them. WhatsApp, Instagram and Facebook Messenger all feed into the central inbox, so no enquiry goes unnoticed regardless of where the customer messaged from.

Lifecycle stages give managers a live view of every contact's journey: new enquiry, quote sent, booking confirmed, job completed, repeat customer.

AI Agents handle routing, FAQs and booking intake

Instead of a rigid chat menu, Aelyst's AI Agent understands each enquiry from the first message and responds instantly in natural Bahasa Indonesia. It answers common questions about film brands, tint darkness options, pricing per car model, detailing packages and workshop location — 24/7, including nights and weekends when many car owners do their research.

For booking requests, the AI Agent collects the essentials — car model, service wanted, preferred date — before handing the conversation to the team with complete context, so staff only step in to confirm the schedule and close the deal. Dealer enquiries are recognized and routed to the wholesale team automatically.

WhatsApp broadcasts retarget and reactivate customers

With WhatsApp's high engagement rates in Indonesia, Agni uses Aelyst's broadcast feature to send promo campaigns for window film packages and detailing services to recent customers.

Detailing and coating customers are segmented by tags and sent maintenance reminders when their next service is due — turning one-time jobs into recurring revenue. Meanwhile, contacts who enquired but never booked receive follow-up offers to bring them back before they go to a competitor.

Conversation trends and performance tracked and measured

Agni uses Aelyst's reports and lifecycle analytics to track response times, conversation volumes per channel and where leads drop off in the journey. Enquiries are categorized by tags — installation, detailing, dealer — so management can see which services drive demand and allocate the team accordingly.

"Most of our customers start with a WhatsApp or Instagram message, and speed is everything — the first workshop to reply with a clear price usually wins the job. Aelyst lets our small team respond instantly on every channel with AI, follow up automatically, and see exactly where every customer is in their journey. It's how we compete with much bigger operations."

— [Name], [Role], Agni Sentral Motor

The Results

Onboarding all teams onto Aelyst gives managers an overview of team performance and customer journeys to develop improvement strategies accordingly. First response times are now [60%] faster and conversation resolutions are [40%] faster, with the AI Agent handling routine enquiries before they ever reach the team.

The improved speed and consistency shows in customer satisfaction: CSAT scores increased from [70% to 85%], and a solid [50%] of Agni's retail customer base now returns for repeat services like detailing and additional installations.

Retargeting campaigns over WhatsApp — promos, service reminders and follow-ups on unclosed quotes — convert an average of [40%] of contacted customers. With conversations, bookings, broadcasts and analytics in one platform, Agni Sentral Motor has built a scalable retail operation ready to grow across both its direct service business and its dealer network.

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