Jakarta, 16 April 2025 – Amid global pressures and increasingly fragile customer loyalty, customer engagement strategies must evolve. Mekari Qontak rises to this challenge with a bold repositioning as an Intelligent Customer Platform.
The business world is changing. Fast.
In recent years, the cost of acquiring new customers (Customer Acquisition Cost or CAC) has surged. Global data shows a staggering 60% increase over the last five years, signaling a major shift in consumer behavior. At the same time, loyalty is becoming harder to earn. 80% of global consumers now expect personalized, consistent experiences—yet only a fraction of businesses are able to deliver.
And the issue isn’t just external. Many companies still rely on fragmented tools—one for marketing, another for sales, and yet another for customer service. The result? Scattered data, slow processes, and disconnected customer experiences. “Our customer service team knows about client complaints, but the sales team has no idea the same customer has complained three times already,” said a department head at a retail distribution company.
5 Strategic Challenges in Customer Acquisition & Retention for 2025
- Customer Acquisition Costs Keep Rising
Global CAC has jumped by more than 60% over the past five years. Customers are becoming more selective with their brand choices. Meanwhile, the global customer engagement market is projected to grow from USD 22.3 billion in 2024 to USD 48.5 billion by 2032, highlighting the urgent need for smarter, high-value acquisition strategies. - Loyalty is Fragile in a Digital-First Era
Studies show 80% of consumers prefer brands that deliver personalized experiences. But many businesses still struggle to meet expectations for fast, personal, and consistent service. Without a solid engagement strategy, even a single bad experience can send customers to a competitor. - Channel Fragmentation Remains a Bottleneck
Too many teams rely on siloed tools for marketing, sales, and customer service. This leads to scattered data, disjointed communication, and delayed responses. Yet companies with a strong omnichannel strategy can retain up to 89% of their customers, well above the industry average. - Poor Integration Between Customer-Facing Teams
When sales and support teams work in silos, miscommunication and redundant work are common. This not only slows down business processes but also creates inconsistent customer experiences, damaging long-term trust. - Economic Pressures Demand Efficiency—Without Sacrificing Experience
With U.S. tariffs, rupiah depreciation, and rising import costs, businesses are being forced to streamline. But cost-efficiency alone isn’t enough if it compromises customer experience. AI-powered technologies are becoming essential, enabling businesses to personalize at scale, respond faster, and retain more customers at a controlled cost. In Indonesia, the CRM market alone is expected to grow from USD 1.47 billion in 2025 to USD 1.91 billion by 2030, fueled by widespread digital transformation.
The New Reality: Efficiency Can No Longer Come at the Expense of Experience. In fact, customer experience is now the core differentiator.
Mekari Qontak: Repositioning for a New Reality
In response, Mekari Qontak has undergone a strategic repositioning—one that goes far beyond just cosmetic changes. Previously known as a CRM and omnichannel messaging platform, Mekari Qontak now stands as an Intelligent Customer Platform—a system that unifies the entire customer journey: from acquisition and engagement to retention.
“We used to only use Qontak to blast WhatsApp campaigns. Now, we can track and manage a customer from the first inquiry all the way to their repeat orders. One platform. Everything’s connected,” said the Head of Customer Success at a leading consumer goods company.
This transformation is more than just adding new features—it’s a new philosophy across three critical business functions, namely marketing to reach the right audience with precision and automation, sales to accelerate conversions with an integrated, intelligent CRM, and support to foster loyalty through fast, responsive service.
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Mekari Qontak now offers four modular solution packages designed for mid-sized to large-scale businesses:
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Broadcast – Empower marketing teams with automated, measurable WhatsApp and email campaigns to reach broader audiences.
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Sales Suite – Speed up sales cycles with integrated CRM, automated follow-ups, and full pipeline visibility.
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Service Suite – Help support teams respond faster and maintain service quality through ticket management, SLA countdowns, and AI chatbots.
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Qontak 360 – A cross-functional solution for managing the entire customer journey—from acquisition to retention—in one seamless platform.
With all data and workflows centralized, teams no longer need to jump between apps just to respond to customers, manage leads, or generate performance reports.
It’s Time for Indonesian Businesses to Move On from Fragmented Tools
This repositioning reflects a real, growing need in the market: businesses require solutions that are not just affordable, but measurable, connected, and responsive to change.
“With AI-driven insights, automation, and flexible workflows, Mekari Qontak offers a strategic alternative to fragmented tools. It’s not just about efficiency—it’s about building lasting trust with your customers,” said Brendan Rakphongphairoj, CMO at Mekari Qontak.
As businesses tighten their belts, the difference between surviving and thriving comes down to one thing: How fast can you reach, convince, and serve your customers, without missing a beat?
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