Erajaya Is Bringing More Structure to Its Growing Store Operations

As a retail business grows across locations and brands, managing day-to-day operations becomes increasingly complex. For Erajaya, more than 120 stores across Indonesia generate a large volume of customer interactions and operational information that needs to be managed consistently across locations.

Customer communication is one part of the challenge. With individual WhatsApp numbers used across stores, customer conversations and information can remain fragmented between teams and staff, making it harder to track interactions, understand customer activity, and measure campaign performance centrally.

The same applies to daily store operations. Activities such as opening and closing stores, stock opname, attendance, sales reporting, setoran, CCTV checks, and store maintenance have been coordinated through more than 80 WhatsApp groups. As information moves across multiple groups, important operational updates can easily get buried and become difficult for central teams to monitor.

To address these challenges, Goapp and Erajaya are starting a new implementation to bring customer engagement and store operations into a more structured workflow. On the customer side, each brand will have a centralized inbox, with conversations distributed to the relevant area or store based on the customer's selection. Customer interactions can also be tagged by brand, store location, and customer level or purchase interest to support more structured reporting and future campaigns.

For store operations, daily activities will be managed through structured workflows rather than relying primarily on WhatsApp groups. The implementation will also use AI to help validate daily operational tasks and process information such as purchase receipts, including product and purchase details.

The implementation will involve more than 120 users across Erajaya's stores in Indonesia, supported by training sessions to help teams adopt the new workflows in their daily activities.

The goal is simple: as Erajaya continues to grow its store network, the information generated across those stores should become easier to manage, monitor, and use not more fragmented.