MAP Active (Mitra Adiperkasa) is Indonesia’s leading multi-brand retail group, managing iconic global brands such as Adidas, Nike, New Balance, Hoka, Foot Locker, Birkenstock, and more. As their digital commerce footprint expanded across Southeast Asia, MAP Active faced a critical challenge: delivering consistent, high-quality customer service across a rapidly growing and complex ecosystem of digital touchpoints.
With 23 brand flagships and 62 marketplace storefronts operating simultaneously across Indonesia, Malaysia, Singapore, Vietnam, Thailand, and the Philippines, MAP Active’s customer service infrastructure was under enormous strain. Inquiries were scattered across multiple disconnected channels, response times were inconsistent, customer satisfaction was declining, and agents had no unified view of customer interactions. Without a centralized CRM, duplicate responses and missed tickets were common — threatening brand reputation across all portfolio brands.
Zendesk partnered to deploy a fully unified omnichannel CRM solution tailored to MAP Active’s scale and complexity.
Key implementations included:
The Zendesk implementation transformed MAP Active’s customer service operations into a scalable, data-driven CX engine. With a 100% close rate and 88.1% one-touch resolution across nearly 150,000 monthly tickets, MAP Active now delivers consistent service quality across all 6 countries and 85+ brands — setting a new benchmark for omnichannel retail CX in Southeast Asia.
