Customer Story

Real-world customer success narratives, executive advisory outcomes, and key strategic impacts across tech leaders.

OTA & Travel Tech Top 3 Travel App in SE Asia

1. Traveloka: Strategic Competitor Analysis & Media Mix Modeling

As a Customer Success Manager, besides delivering standard QBRs, I gave industry trends and competitor analyses to ensure Traveloka stays competitive against major OTA players like Booking.com and Trip.com. We also delivered Media Mix Modeling and strategic recommendations to kickstart campaign optimization.

Competitor Analysis: Benchmark strategic positioning against Booking.com and Trip.com.
Industry Trends: Provided tailored market insights during business reviews.
Media Mix Modeling: Delivered MMM framework and actionable recommendations to start execution.

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GudangAda Executive Connect with Nia Aprilya

FMCG & B2B E-Commerce B2B Pivot Strategy

2. GudangAda: B2B Pivot Strategy, QR & Deep Linking Enablement

When GudangAda shifted from B2C to B2B and halted paid user acquisition, I created custom QR code and deep linking use cases for their retailers and distributors to drive organic onboarding, while facilitating executive connect meetings to deepen strategic alignment.

B2B Shift Support: Realigned CS enablement to support partner & product building instead of paid B2C ads.
QR & Deep Linking: Built custom use cases for seamless retailer and distributor onboarding.
Executive Connect: Facilitated high-level executive alignment during key account touchpoints.

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KlikDokter & Kalbe Farma Workshop with Nia Aprilya

HealthTech & Pharma #1 Homegrown Pharma in SE Asia

3. Kalbe Farma: Telehealth Retargeting & Fraud Prevention for KlikDokter & Hallobumil

As CSM for Kalbe Farma's KlikDokter (telehealth & health marketplace) and Hallobumil (expectant mother interactive app), I designed acquisition and retargeting playbooks during COVID/post-COVID to re-activate dormant users, recommended high-quality ad partners, and integrated fraud prevention add-ons.

User Acquisition & Retargeting: Activated dormant users and driven lower-funnel telehealth & marketplace events.
Partner Quality Recommendation: Advised on high-performing ad networks delivering low-fraud user cohorts.
Fraud Protection Add-Ons: Cross-sold and integrated fraud prevention tools to safeguard marketing budgets.

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Telkomsel Enterprise Training Workshop with Nia Aprilya

Telecommunications & Enterprise #1 Telco in Indonesia

4. Telkomsel: Onsite Cross-Functional Enablement & Privacy Framework Advisory

Managing Indonesia's largest telco across 5 core applications, I hosted and conducted an onsite Growth Lab training session at Telkomsel's HQ—unifying Engineering, Product, and Marketing teams on product adoption, advanced analytics, and emerging privacy frameworks (Privacy Sandbox & ATT).

Cross-Functional Enablement: Unified Engineering, Product, and Marketing teams at Telkomsel HQ.
Multi-App Analytics Adoption: Accelerated product adoption across 5 enterprise mobile apps.
Privacy Advisory: Guided leadership on Google Privacy Sandbox & Apple privacy frameworks.

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