DIGITAL SERVICE · MOBILE PLATFORM

Daikin Self-Service

A centralized mobile platform connecting Daikin customers, AC service contractors and retail partners through accessible digital services, streamlined ticketing and Salesforce CRM integration.

Next.js NestJS Laravel React Native Salesforce Heroku Redis MySQL

CLIENT

Daikin Indonesia

INDUSTRY

HVAC

Manufacturing

FOCUS

Digital Service

IMPACT

Service coordination

Connecting a growing service ecosystem

Daikin Indonesia needed to strengthen engagement and service quality across a broader stakeholder ecosystem, including customers, AC service contractors and retail partners.

As these interactions grew, service coordination, customer support, ticketing and communication became increasingly complex. At the same time, Daikin wanted greater visibility into customer interactions and operational activity through centralized data and digital engagement.

The platform also needed to integrate with Daikin's existing Salesforce CRM environment while providing a scalable foundation for future ecosystem expansion.

One digital gateway for Daikin's service ecosystem

01 ·

Multi-Stakeholder Access

A single mobile platform provides role-based functionality for customers, AC service contractors and future retail partners, adapting the experience to different user needs.

02 ·

Self-Service & Ticketing

Users can access service-related functionality, submit requests and interact more efficiently with Daikin's operational ecosystem through the mobile application.

03 ·

Salesforce CRM Integration

The platform integrates directly with Salesforce CRM, synchronizing customer data and capturing user activities, service interactions and operational information for centralized relationship management.

04 ·

Scalable Service Architecture

The platform was designed to support future ecosystem expansion while improving operational visibility, customer engagement and service responsiveness.

Connected service. Better visibility. Greater scalability.

The platform established a stronger digital foundation for Daikin Indonesia's customer engagement and service management operations.

By centralizing stakeholder interactions and integrating directly with Salesforce CRM, the solution improves service coordination, operational efficiency and data visibility across the ecosystem.

The platform also provides a more structured approach to ticketing, customer communication and stakeholder engagement, while creating operational insights that can support future business optimization.

Key outcomes

Centralized service interactions
Customer and stakeholder interactions managed through one digital environment.

Streamlined ticketing
A more structured approach to service requests and ticket management.

CRM-connected operations
Salesforce integration synchronizes customer and operational data.

Improved service visibility
Greater visibility across customer interactions and operational activity.

Scalable ecosystem
A digital foundation designed to support future stakeholder and ecosystem expansion.

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