Case Study: KMN EyeCare Achieves Faster, More Efficient Patient Response with Mekari Qontak

KMN EyeCare cuts response times to under 3 minutes with Qontak.com

KMN EyeCare, a leading eye care network in Indonesia with over 500 employees, faced significant challenges in its customer service operations. High operational costs from manual phone-based communication, slow response times due to a decentralized system, and an inability to meet patient preferences for digital channels like WhatsApp and Instagram were key issues. To address this, they turned to the vendor Mekari Qontak for a solution.

By implementing Mekari Qontak's Omnichannel platform, KMN EyeCare centralized its communications. The solution brought automation, integrated chat templates, and performance monitoring tools. This resulted in a measurable impact: response times dropped from 5 minutes to under 3 minutes, response coverage reached 98%, and the company significantly reduced phone bills and overtime costs. Mekari Qontak enabled KMN to modernize its services and greatly improve patient satisfaction.

KMN EyeCare