What you'll learn

• Why Kimia chose utility messages on WhatsApp to provide e-receipts for customers
• What an 85% open rate for utility messages says about Kimia's customer experience
• How utility messages helped this retailer build a database of 1M+ customers

Kimia Farma Apotek updates from paper receipts to e-receipts via utility messages on WhatsApp, providing receipts on its customers channel of choice and generating new customer insights.

The Story

Kimia goes paperless with WhatsApp

Kimia Farma Apotek is a pharmaceutical company with the largest pharmacy network in Indonesia.

They wanted to modernize their retail businesses by transitioning from traditional paper receipts to e-receipts, and utility messages on WhatsApp provided a customer-friendly and strategic solution.

By leveraging utility messages on the WhatsApp Business Platform, Kimia can now seamlessly deliver e-receipts to customers' WhatsApp numbers, providing a convenient, verifiable, and eco-friendly alternative to paper receipts.

The Goal

Go digital and grow the databases

Kimia wanted a customer-friendly way to digitize receipts at its retail pharmacies and build its customer database for future messaging and marketing. Paper receipts provided no means to gain insight into customer purchase history or demographics, so digital receipts would be both convenient for customers and valuable to the business.

The Solution

Utility messages on WhatsApp

Kimia worked with Jatis Mobile to transition from paper receipts to e-receipts and to integrate utility messages with their point-of-sale systems. Jatis Mobile developed the customer consent process for receiving e-receipts via WhatsApp, designed custom e-receipt templates, and set up automated triggers for sending e-receipts immediately after transactions.

Now, when a customer at one of Kimia’s stores checks out, staff ask if they would prefer an e-receipt or paper. If they opt for e-receipts and provide their WhatsApp number, they receive an immediate notification on WhatsApp confirming the purchase. They can then instantly view and download the e-receipt. This system also ensures that Kimia has valid contact information for the customer.

In addition to reducing paper receipts, Kimia can now gather verified WhatsApp details for customers who opt in, opening the door to future marketing and reengagement. And because e-receipts provide data for tracking customer insights, Kimia is better able to personalize marketing efforts and improve customer satisfaction.

The Success

Less paper, more insights

E-receipts via WhatsApp reduce paper costs for Kimia, improve customer satisfaction. and generate valuable insights for retargeting. Customers can now easily retrieve e-receipts when needed, and Kimia is building an extensive customer database for the future.