MAP Group is Indonesia's largest retail conglomerate, spanning fashion, fast-moving consumer goods, and food and beverage. With a network spread across the archipelago, MAP has become one of the leading players in the national retail ecosystem.
Its core membership platform, MAP Club, has gathered more than 10 million high-value users and serves as the strategic hub of the group's membership operations, creating massive and complex retail customer service demands.
Indonesia's retail industry faces increasingly complex customer service pressures. Understanding the root causes is the first step toward real transformation.
Without a dedicated customer service team, the diverse and frequent member inquiries cannot be handled in time, causing a significant decline in consumer satisfaction and loyalty.
Consumers reach out simultaneously via WhatsApp, email, social media, and live chat. Without omnichannel integration, agents struggle to deliver consistent and efficient service.
Member consumption data, store inventory, and promotional information are scattered across separate systems, forming data islands that cannot support real-time service decisions.
Manual service requires substantial manpower and high costs. Scalability is limited during seasonal traffic surges such as Harbolnas, Eid, and major promotional campaigns.
Manual service cannot differentiate and personalize each member's experience based on membership tier, purchase history, or individual preferences.
Limited operating hours leave many consumer inquiries unanswered after business hours, resulting in lost conversion opportunities and potentially losing customers to competitors.
Udesk delivers a complete retail customer service ecosystem, powered by the latest generation of AI, to help Indonesia's retail businesses grow faster and serve better.
Udesk's unified omnichannel platform integrates all communication channels — WhatsApp, Instagram, Tokopedia, Shopee, live chat, email, and phone — into a single, intuitive agent interface. Powered by large language models, the system handles multilingual requests efficiently and seamlessly.
Udesk's AI chatbot, built on a large language model (LLM), operates fully 24 hours a day, 7 days a week. It responds within seconds, uncovers consumers' hidden needs, and links business data in real time to deliver relevant, personalized recommendations.
Udesk's ticketing system seamlessly connects all customer service channels, automatically creating and distributing tickets based on priority, category, and agent expertise. Dynamic resource management ensures member wait times are significantly reduced.
Udesk's large-model-based reading comprehension technology is purpose-built to understand consultation habits in Indonesia. The system deeply analyzes consumer needs and emotions, prioritizes urgent requests, and ensures every member receives truly personalized service.
After implementing Udesk's solutions, MAP Group and other Udesk retail partners recorded significant improvements across every critical retail customer service metric.
Service responses improved from the minute level to the second level, covering more than 95% of regular inquiries and significantly reducing labor costs through AI-powered intelligent automation.
Breaking down data islands to achieve real-time connection of member, inventory, and logistics information, supporting more accurate, scientifically data-driven decision-making.
Delivering differentiated, personalized member service based on membership tier, reshaping a strong emotional bond between the brand and consumers.
Helping MAP Group accelerate intelligent transformation and establish an intelligent service model that becomes a benchmark for the retail industry across Indonesia.
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