How Pakuwon Group Modernised Mall Customer Engagement with WhatsApp Broadcast and OTP Solution

In Indonesia's vibrant retail landscape, where bustling malls serve as community hubs and shopping destinations, connecting with customers has evolved far beyond traditional advertising. Pakuwon Group, a pioneering leader in Indonesia's real estate sector, recognised this shift early on. With major Jakarta malls under their portfolio, they understand that modern shoppers expect personalised, immediate communication that fits seamlessly into their daily digital habits.

This realisation led Pakuwon Group to reimagine their customer engagement strategy, transforming how they connect with over 65,000 customers through an innovative WhatsApp-powered approach that combines broadcast messaging with secure verification.

The Results

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The Challenge

Pakuwon Group faced the modern retailer's dilemma: how to maintain meaningful relationships with customers in an increasingly digital world whilst ensuring security and authenticity in every interaction.

Reaching shoppers beyond the mall floor: While Pakuwon Group's malls attracted thousands of daily visitors, connecting with them outside their physical spaces proved challenging. Traditional promotional channels weren't delivering the immediacy and convenience that today's mall-goers expect, creating a gap between in-mall experiences and ongoing customer relationships.

Creating a community beyond retail transactions: Mall ownership presented unique opportunities for deeper customer relationships, but simply broadcasting promotional content wasn't enough. Pakuwon Group needed to foster genuine conversations that extended their mall community into the digital realm, creating valuable touchpoints that customers would actively seek out.

Protecting the premium mall experience digitally: As a major mall operator, maintaining trust and security standards was crucial. The customer verification process needed enhancement to protect both shoppers and the business whilst preserving the seamless, premium experience that Pakuwon Group's mall visitors expect from every interaction.

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The Strategy

Working in partnership with ADA, Pakuwon Group developed a comprehensive WhatsApp communication strategy that transformed how they engage with their mall community. The solution seamlessly blends promotional broadcasting with secure customer verification, creating a trusted digital touchpoint that customers actively embrace.

Official Business Account with instant credibility: We established Pakuwon Group's verified WhatsApp Business account, complete with the coveted blue tick verification. This immediately built trust and recognition, allowing customers to engage confidently knowing they were communicating with the authentic Pakuwon Group brand.

Intelligent broadcast capabilities for targeted engagement: The platform enables sophisticated promotional messaging that goes beyond mass broadcasting. Customers receive personalized event notifications, exclusive offers, and relevant announcements based on their interests and shopping patterns, creating a curated experience that feels tailored rather than generic.

WhatsApp OTP integration for seamless security: Perhaps most innovatively, we integrated WhatsApp OTP (One-Time Password) functionality, allowing customers to receive secure verification messages through their preferred messaging platform. This familiar channel eliminated the friction often associated with verification processes while maintaining robust security standards.

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The Execution

The implementation focused on three strategic pillars that work in harmony:

Verified Business Presence: Established the official WhatsApp Business account with blue tick verification, creating immediate trust and brand recognition among customers

Targeted Broadcast Strategy: Implemented sophisticated promotional messaging capabilities that deliver personalized content about events, offers, and mall updates directly to customers' WhatsApp conversations

Deployed OTP in WhatsApp: Deployed WhatsApp OTP functionality for secure customer verification, transforming a traditionally cumbersome process into a seamless, familiar experience

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"We feel delighted. The ADA team has consistently provided us with exceptional service and support. The employees are knowledgeable and always ready to share valuable insights, helping us navigate our campaigns with ease.

Working with ADA has truly enhanced our communication efforts, and we appreciate their dedication to our success."

Ni Made Rianita, Marketing, Pakuwon Group

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