Case Study: Tiket.com achieves 3X faster personalized travel updates and a 10-point customer service SLA increase with Braze

How Tiket.com Used Braze to Navigate Cross-Channel Messaging in a COVID-19 World

Tiket.com, an Indonesian online travel agency, faced massive disruption when COVID-19 upended travel—shifting rates, cancellations and changing entry requirements left millions of customers needing individualized updates. Already partnered with Braze and using its Mobile & Web Push, Email, In‑App Messaging, and Inbox capabilities, Tiket.com needed a way to rapidly deliver personalized, cross‑channel communications at scale and reduce pressure on call centers.

Using Braze’s cross‑channel messaging and personalization tools, Tiket.com rolled out email, in‑app messages, push notifications and inbox messages without calling on developers. The approach cut the time to send personalized travel updates by more than 3X, reduced direct customer inquiries, and raised customer service SLA by 10 points (from 70% to 80%), enabling faster refunds, rescheduling and improved customer satisfaction.

Tiket.com

Dyah Wulandari

Vice President - Performance Marketing