Devoteam G Cloud Indonesia was essential to Erajaya’s digital transformation, providing tailored solutions to enhance data management and customer experience. They implemented Elastic Cloud Endpoint for secure data access and a Customer Data Platform (CDP) for personalised marketing. Devoteam guided the migration to Google Cloud Platform for scalability and supported AI integration to improve customer service. They also offered ongoing training and performance monitoring, significantly boosting Erajaya’s operational efficiency and customer satisfaction.
About the customer
Erajaya, founded in 1996 and headquartered in Jakarta, stands as one of Indonesia’s leading electronics retailers. With a broad portfolio of brands, including Eraspace, and a diverse product lineup spanning smartphones, laptops, and accessories, Erajaya has built an extensive retail network. Partnering with global giants like Apple and Samsung, the company is dedicated to digital transformation, focusing on enhancing customer engagement and operational efficiency. By leveraging AI-driven personalization and customer service, Erajaya aims to elevate the customer experience, while also expanding its market presence and reinforcing its commitment to sustainability.
The Challenges
Erajaya, one of Indonesia’s largest electronics retailers, has undergone a significant digital transformation in recent years to remain competitive in an ever-evolving market. With a diverse portfolio that includes brands like Eraspace, ibox and erafone the company faced a challenge in delivering a personalised customer experience. The lack of capabilities to offer relevant product recommendations and services left customers feeling disconnected and undervalued. In addition, the growing volume of data made it difficult to provide fast and accurate customer service, diminishing overall service quality and satisfaction.
The Solutions
To further elevate the customer experience, Erajaya integrated advanced AI technologies, including Gen AI Chatbots and semantic search. The Gen AI-powered chatbot, capable of understanding natural language, could respond to complex inquiries and perform simple transactions swiftly and accurately. To improve product discovery, Erajaya implemented semantic search technology using Vertex AI enabling natural keyword searches that yield more relevant results. Dialogflow was used to develop intuitive chatbots, while Natural Language Processing (NLP) techniques were applied to refine the chatbot and search functionalities. Through these innovations, Erajaya has successfully enhanced its customer interactions.
“Our collaboration with Devoteam G Cloud Indonesia and Google Cloud has empowered us to overcome our challenges and embrace digital transformation. The insights we’ve gained through data integration have revolutionized our marketing strategies and operational efficiency.”
The Results
The implementation of the Customer experience solution saw marked improvements. The Gen AI-powered chatbot efficiently and accurately handled customer inquiries, resulting in higher levels of customer satisfaction. The introduction of semantic search technology made it easier for customers to find desired products, while personalised product recommendations and enhanced search capabilities boosted conversion rates and sales. Additionally, the automation of customer service tasks lightened the workload on the service team, driving greater efficiency and effectiveness in daily operations.
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