Hours of order, payment, and delivery admin—now minutes of review.
WhatsApp was already an important sales channel for Rosalie, an Indonesian food-tech company producing natural cheeses and snacks. But almost 1,000 customer chats each week left its admin team spending more than four hours a day answering questions, processing orders, and arranging delivery.
The challenge was not attracting conversations. It was turning those conversations into completed orders without making customers wait or taking control away from Rosalie's team.
Turning WhatsApp into a controlled order channel
Biks Forge is Biks's AI-powered WhatsApp commerce solution, designed to turn customer conversations into controlled orders, payments, and delivery workflows. It gave each conversation a clear path from product enquiry to confirmed order, payment review, and delivery, while Rosalie's team retained control of approvals and exceptions.
The complete workflow went live in three weeks. Customers kept buying through the channel they already used, while the admin team gained one connected order process instead of manually coordinating every step.
What changed
- 92% less daily admin time: More than four hours of processing became 20 minutes of review.
- 99% response rate: More customer conversations received a response.
- More than 50% higher sales closing rate: Measured relative to the previous rate.
The change gave Rosalie's team more than three hours and 40 minutes back each day. Instead of processing every order by hand, they can focus on approvals, exceptions and customers who need human judgement.
“With the new AI agent, we now own the entire order system end to end.”
