<30s
Average response time
1–2 FTEs
Front-desk hours freed
50+ SKUs
Full treatment catalog handled
About the company
The Mercy Clinic
Founded by Jennifer Faizal, The Mercy Clinic is one of Indonesia's most comprehensive beauty and longevity centers. From its flagship location in Cikini, Central Jakarta, and a second branch, the clinic offers a rare combination of advanced aesthetic and reconstructive plastic surgery, dental and aesthetic dentistry, authentic Korean spa exfoliation, body massage, and blood oxygenation therapy. |
The Challenge
Mercy's marketing was driving real, growing demand on WhatsApp, spanning dozens of treatments across two branches. The constraint was the front desk.
01
Selling across 50+ SKUs on WhatsApp
Every conversation could touch any treatment in a 50+ SKU catalog. Recommending the right service required real product knowledge and qualifying questions, not a flat menu.
02
Manual scheduling, payment, and follow-up
The same staff handling sales were also booking calendars, sending bank details for manual transfer, confirming receipts, and chasing follow-ups, all in the same inbox.
03
A growth plan that broke linearly
Multiplying volume would have meant multiplying admin headcount, training each new hire across the full catalog, and absorbing the coordination overhead.
Two branches
Jakarta flagship plus second location
50+ SKUs
Across spa, facials, plastic surgery, dental, and more
Hours
Average response time
Fully manual
Recommendation, booking, payment, follow-up
What didn't work
Why Mekari Qontak Fell Short
Mercy was already convinced automation was the answer. They had deployed a chatbot through Mekari Qontak, and the experience taught them what they actually needed.
01
Couldn't handle the SKU catalog
With 50+ services, the bot frequently gave wrong recommendations, forcing clients to manually correct it.
02
Rule-based and obviously scripted
The rigid flows felt robotic. Prospects realized they weren't talking to a person and quickly disengaged.
03
Slow customer service and support
When the team flagged accuracy issues, fixes took too long. Iteration couldn't match clinic growth.
04
Fragmented booking and payments
Couldn't manage calendars or verify transfers, meaning human staff still had to manually close every appointment.
05
Rigid language limitations
Forced an awkward, machine-translated experience because it couldn't naturally switch languages mid-conversation.
Shelved. The team returned to fully manual operations until they found a partner that could meet the bar.
What Covena does differently
A Full-Funnel Concierge
Covena built an AI concierge for The Mercy Clinic that handles the entire client journey on WhatsApp, from first inquiry through booking, payment, and the next follow-up.
01
Adaptive discovery and recommendation
Asks the right qualifiers across the 50+ SKU catalog to recommend treatments based on client goals.
02
End-to-end booking workflow
Calendar booking, rescheduling, and cancellations happen in one thread, alongside automated appointment reminders and Q&A.
03
Manual transfer payment, fully on WhatsApp
Sends instructions, confirms bank transfer receipts, and closes the loop without human handoff or external platforms.
04
Bilingual native fluency
Operates natively in Bahasa Indonesia and English, seamlessly switching mid-thread based on the client’s preference.
05
Built to scale on day one
Built to absorb a multi-x volume increase across both branches without adding new admin headcount.
Deployed in 4 weeks. Hours to seconds. Manual ops to a 24/7 concierge.
Building a 24/7 Concierge for a Multi-Branch Aesthetic Clinic
The concierge replaces the front-desk bottleneck with an always-on layer that mirrors how Mercy's best staff handle clients in person.
Adaptive Discovery Questions
Asks the right qualifiers based on the treatment category, not a one-size-fits-all script.
Product/Service Recommendation
Surfaces the right treatment from a 50+ SKU catalog, with pricing, duration, and prep info inline.
Calendar Booking & Rescheduling
Books, reschedules, and cancels appointments directly in the WhatsApp thread.
Manual Transfer Payment Flow
Sends bank details, confirms transfer, logs the booking as paid.
Appointment Reminders
Sends automated reminders for booked appointments so clients show up prepared and on time.
Bilingual
Bahasa Indonesia and English, switching mid-thread seamlessly.
Implementation: Live in 4 Weeks
WEEK 1
Discovery & SKU Mapping
Mapping the full 50+ SKU catalog, qualifying questions per treatment category, calendar logic across both branches, payment workflow, and follow-up cadence.
WEEK 2
Build & Catalog Testing
Building the agent and testing it against the full SKU catalog and edge-case conversations across both languages.
WEEK 3
Workflow Integration
Connecting the agent to the calendar and payment workflow, going live for a controlled subset of conversations with both teams monitoring in real time.
WEEK 4
Fully Live
Full traffic transitioned to the AI concierge across the Jakarta branch, with the second branch onboarded in the same window.
The Impact
Moving from a manual, headcount-bound front desk to a concierge that scales with marketing.
<30s
Response Time
Average Response Time
1 to 2 FTEs
Equivalent Headcount Freed
Admin time previously spent on messaging, booking, and payment coordination, now reallocated.
50+ SKUs
Catalog Coverage
Full treatment menu handled accurately, in Bahasa Indonesia and English.
Built to Scale
Scale Headroom
Volume can grow significantly without expanding admin headcount.
Metric
Before
After
Response time
Hours
Under 30 seconds↑ 99%+
Front-desk hours on messaging
1 to 2 FTEs equivalent
Reallocated to in-clinic workSignificant
SKU coverage
Limited by rep recall
50+ SKUs, consistentFull catalog
Scheduling, payment, follow-up
Manual across multiple chats
Closed-loop in one WhatsApp threadStreamlined
Previous automation
Mekari Qontak, shelved
Covena AI concierge, fully liveReplaced
Scale headroom
Linear with headcount
Multi-x growth without new hires Unlocked
What's Next
With the front desk freed from the highest-volume coordination work, The Mercy Clinic's team is putting that capacity back into what differentiates the clinic: in-person service quality and clinical excellence.
Want a Concierge Like This for Your Clinic?
If your front desk is the bottleneck between marketing spend and booked appointments, Covena builds AI concierges that follow your exact SOP, handle your full treatment catalog, and run end to end on WhatsApp from first message to paid booking. Live in weeks.