Case Study: NUJEK achieves faster responses and higher customer satisfaction with Bird (formerly MessageBird) via WhatsApp and Flow Builder

How Nujek uses WhatsApp and automation to increase customer satisfaction at scale

NUJEK, an Indonesian on‑demand platform serving more than 250,000 customers, struggled with slow, unreliable customer and courier communications that relied on email, app forms and personal WhatsApp accounts. To reach users on their preferred channel and add automation, NUJEK partnered with Bird (formerly MessageBird) to use the WhatsApp Business API and Bird’s Flow Builder.

Bird (formerly MessageBird) implemented WhatsApp as NUJEK’s primary support channel and used Flow Builder to automate partner and courier workflows and integrate with NUJEK’s CRM. The solution delivered faster, more reliable responses with fewer human resources, increased customer feedback and satisfaction, and scaled communications across NUJEK’s 250,000+ customer base while laying the groundwork for a broader omnichannel strategy.

NUJEK

Gus Ghozali

Chief Executive Officer