Business Platform
Alfamart
Building customer loyalty with WhatsApp
Brand
Alfamart, one of Indonesia’s largest convenience store chains, used WhatsApp Business to strengthen its Alfagift customer loyalty program, which serves more than 15 million Alfamart shoppers.
4X
increase in loyalty program members acquired each month on average via WhatsApp, compared to usual SMS messaging and in-store registration approach*
30 seconds
to register for Alfamart’s loyalty program on average via WhatsApp, compared to 3-5 minutes on average in-store*
IDR 2 billion
in digital vouchers sold per month on average through WhatsApp*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
Their Story
Taking loyalty to the next level
Alfamart currently operates, franchises or licenses more than 18,000 stores in 27 provinces across Indonesia. In 2019, the company acquired PT Global Loyalty Indonesia to manage its Alfagift customer rewards program, which serves more than 15 million Alfamart shoppers.
Their Goal
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Easier access to customer rewards
Alfmart needed a more efficient approach to managing the Alfagift rewards program. Past efforts involved SMS messages to customers and required new members to register in-store, which proved inefficient for both shoppers and employees. The convenience store chain was looking for an electronic option that would make registration and digital voucher redemption simpler, while giving customers easy access to their point status and information on new promotions.
Their Solution
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Building a better rewards program
WhatsApp enabled Alfamart to expand its customer loyalty database by streamlining the registration process through the use of in-store QR codes and encouraging repeat purchases from existing members.
After joining the signup process in WhatsApp, new members could easily complete registration by sharing their details in the WhatsApp chat.
“I recommend WhatsApp Business to anyone looking for a strong partnership to revolutionize their customer communication. They’ve demonstrated a high commitment to tailoring solutions that both satisfy our unique requirements and align perfectly with our goals, transforming the way we interact with shoppers with seamless integration. Their help to create a unified and cohesive experience for both our team and shoppers has set the stage for future success.”
Linda Valentin
Chief Commercial Officer (CCO), PT Global Loyalty Indonesia
With more accurate member data than before due to phone number verification, the platform facilitated increased sales through exclusive monthly promotional messages and digital vouchers sent to various customer segments in the loyalty program.
Loyalty program members also received points for each purchase made. WhatsApp provided customers with convenient access to loyalty program details like points updates, and kept them informed with the latest offers and promotions.
Their Success
In its first full year of using WhatsApp for its Alfagift program, January–December 2023, Alfamart reported:
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Higher engagement and sales
- 4X increase in loyalty program members acquired each month on average via WhatsApp, compared to usual SMS messaging and in-store registration approach*
- 30 seconds to register for Alfamart’s loyalty program on average via WhatsApp, compared to 3-5 minutes on average in-store*
- IDR 2 billion in digital vouchers sold per month on average through WhatsApp*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
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