Infobip and Yamaha Strengthen Customer Communication Through WhatsApp
JAKARTA, JakartaWeekly.com—Infobip and PT Yamaha Indonesia Motor Manufacturing (YIMM) are strengthening their collaboration to develop digital customer communications through WhatsApp, including generating and following up on leads, supporting remarketing initiatives, and delivering personalized interactions.
Adita, Digital Customer Experience Manager at PT Yamaha Indonesia Motor Manufacturing, said digital engagement should strengthen every stage of the customer journey, enabling the company to reach consumers through channels they trust.
“Working with Infobip helps us create more connected and responsive communications, reaching customers through the channels they trust most. As customer expectations continue to evolve, this collaboration allows us to stay close to our customers and deliver experiences that are more relevant, timely, and meaningful,” Adita said.
Infobip and Yamaha Indonesia have been collaborating for more than two years. Infobip supports Yamaha’s integrated WhatsApp customer engagement strategy across the company’s website, social media platforms, and various customer touchpoints.
According to Infobip, more than 75% of Yamaha Indonesia’s consumers actively use WhatsApp. The messaging platform has become an important channel for the company to communicate with its customers.
Yamaha has also expanded its use of WhatsApp at large-scale public events, including Pekan Raya Jakarta (PRJ), or the Jakarta Fair. During the event, thousands of visitors scan QR codes daily to access interactive experiences through WhatsApp.
Through the platform, visitors can complete surveys and answer questions to help build their profiles, participate in gamified activities, and receive gifts. These activities enable Yamaha Indonesia to gain a better understanding of customers’ needs and interests.
The development of digital customer communications comes amid changing purchasing behavior among prospective motorcycle buyers in Indonesia. Consumers increasingly seek product information through social media, websites, and YouTube video reviews before visiting a dealership.
This shift has increased expectations for fast, seamless, and personalized communication at every stage of the customer journey, from initial product research to interactions with dealerships.
Kukuh Prayogi, Enterprise Business Director at Infobip Indonesia, said customer expectations in Indonesia’s automotive market continue to evolve, particularly regarding speed, convenience, and personalization.
“What makes this collaboration impactful is Yamaha Indonesia’s commitment to creating connected experiences throughout the customer journey. Together, we are delivering more dynamic and scalable conversations to help turn interactions into measurable business value,” Kukuh said.
Through the collaboration, Yamaha Indonesia is strengthening its ability to deliver more personalized conversations, generate and follow up on leads, and support remarketing initiatives. These efforts aim to extend customer engagement beyond brand awareness to activities that contribute to business outcomes.
Going forward, Infobip and Yamaha Indonesia plan to further develop automation, chatbot experiences, and personalized communication journeys to strengthen customer engagement in Indonesia’s automotive sector.
