This Project was a collaboration between Smartfren for Business (1engage) and Nuri with the goal of building a strong community for NuriCashback users. As the main focus was to build a community, we initiated this project as a Customer Relationship Management (CRM) project which the first focus was for WhatsApp Group Management, and later this will allow us to create personalized retention strategies, offering users relevant updates, deals, and support based on the products they’ve purchased through NuriCashback.
At the time, the operation team as the PIC for WhatsApp Group needed to build strong community to promote NuriCashback, we got more than 50 groups to manage and we had to provide different content everyday. Then with the technology provided by Smartfren/1Engage, we will provide several needed features to be included on this CRM system.
Next Feature: Customer Service Chatbot, Customer Management, and Role Management
For the beginning, we focused on 3 main journeys which are group management, customer service, and scheduled broadcast message
