Thunder Match Technology Sdn Bhd’s ‘WhatsApp Jer’ programme enabled customers to get their supplies delivered to their doorstep during the Movement Control Order (MCO).
Like many businesses, TMT – one of Malaysia’s largest technology retailers – was greatly affected by the first MCO imposed in March 2020.
However, it reacted quickly and introduced the ‘WhatsApp Jer’ programme – enabling customers to just WhatsApp their orders.
“When we entered the MCO, we knew we had to find a way to fulfil our customers’ needs. That was when we came up with the idea of allowing them to order via WhatsApp,” said TMT sales and marketing director, Eric Chan, during the opening of its 49th outlet in Pavilion Bukit Jalil, last Friday.
“If the customers cannot come to us, we will bring the products to them.
“Our ‘WhatsApp Jer’ programme enabled customers to purchase via WhatsApp from the nearest TMT outlet. Our team would arrange for the delivery, right to their doorstep.
“This online-to-offline model is part of our strategy in driving omnichannel sales motion for our customers.”
Omnichannel is a multichannel approach to sales that seeks to provide customers with a seamless shopping experience, whether they are shopping online from a desktop or mobile device, by telephone, or in a brick-and-mortar store.
Chan said the response to ‘Whatsapp Jer’ surprised many inside the company, so much so that they decided to continue with the programme despite Malaysia entering the endemic stage.
“Although customers can order through our website, allowing them to place orders via WhatsApp simplified the process and made it easier for many,” said Chan.
“During the MCO, many had to set up mini offices as they worked from home. They WhatsApped us their orders, and got their purchases delivered to their doorstep.”
Most of the items included supplies like ink cartridges for printers, and paper to print, or photocopy.
Customers were willing to pay the delivery charges, as Chan said many saw the benefits, since they did not have to drive, and look, and pay for parking.
Chan said the company, which is celebrating its 25th anniversary this year, decided to open a megastore in Pavilion Bukit Jalil – its fifth such outlet.
He said it was part of TMT’s fundamental philosophy of connecting people with technology brands.
“We are committed to providing the best retail experience to fulfil our customers’ tech needs.
“As the market evolves to smarter living, we are moving beyond IT retail,” said Chan, who revealed that the company will open three more stores by year’s end.
“Consumers’ spending power and expectations are rising, and we must match this.”
“It is no longer about selling one kind of product. Also, there is still demand for brick-and-mortar shops.
“The future is bright. We want to bring the best high-tech products to Malaysians.”
The newly-launched megastore offers shoppers an exclusive retail experience, with an extensive, and wide range of products and gadgets. The megastore also offers maintenance and repair services under one roof.
