Midtrans Leverages WhatsApp Chatbot to Accelerate Merchant Onboarding
Customer Company Size
Large Corporate
Region
- Asia
Country
- Indonesia
Product
- WhatsApp Business API
- Verloop.io
- Aegis
- Payout
Tech Stack
- Chatbot
- ID OCR
- Salesforce Integration
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- E-Commerce
Applicable Functions
- Business Operation
- Sales & Marketing
Use Cases
- Predictive Maintenance
- Remote Asset Management
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Midtrans is a leading payment gateway provider in Indonesia, regulated by Bank Indonesia. It supports a wide range of online businesses, including start-ups, MSMEs, and enterprises, by offering comprehensive payment solutions. Midtrans provides access to various payment methods with high acceptance rates, such as GoPay, bank transfers, debit and credit cards, virtual accounts, and more. The company is part of the GoTo Financial ecosystem, aiming to accelerate financial inclusion and empower individuals in the digital economy. Midtrans complies with PCI DSS and ISO 27001 standards and partners with banks and fintech companies to support millions of businesses in Indonesia.
The Challenge
Midtrans faced challenges in onboarding merchants due to broken communication and missing information. The inability of merchants to understand the process and get answers to their queries led to drop-offs, resulting in business loss. The nature of queries varied, requiring a simple and navigable conversation flow to ensure merchants completed the onboarding process.
The Solution
Midtrans implemented a WhatsApp chatbot to streamline the merchant onboarding process. The chatbot provided a personalized, non-intrusive way to engage with merchants, allowing them to get immediate answers to their queries. Verloop.io developed the chatbot solution, which included features like ID OCR for automatic information entry and integration with Salesforce for data storage. The chatbot also allowed merchants to connect with live agents if needed and supported communication in Bahasa. This solution helped Midtrans manage the increasing influx of merchants and ensured a smooth onboarding process.
Operational Impact
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