Case Study: Setel achieves rapid customer response and real-time social listening with Meltwater

Setel - Customer Case Study

Setel, a PETRONAS-owned app launched in 2018 as Southeast Asia’s first mobile e-payment for fuel, has grown into a one-stop service for millions of Malaysians offering parking, insurance, EV charging and more. As usage exploded, Setel had no easy way to monitor social conversations or gauge sentiment, leaving the team unable to rapidly detect and respond to customer issues and concerns.

Setel implemented Meltwater’s social listening platform with automatic Slack integration to stream mentions and sentiment directly to the team, giving full visibility and fast escalation workflows. The setup closed the gap in response times, enabled quicker issue resolution and improved Setel’s ability to monitor brand conversations and meet customer expectations for prompt service.

Setel

Eunice Yin Ern

Social Media Lead