A Nationwide Mattress & Furniture Chain
A 30+ outlet mattress and furniture retailer paying premium prices for enquiries, with no way to see what each outlet did with them. (Client anonymised.)
Where they were when they came to us
The brand sells mattresses and home furniture through more than 30 outlets nationwide. Their marketing was split across several agencies, each running a different channel, and every outlet depended on a steady flow of enquiries to stay busy.
They were paying around RM140 per enquiry, and no one could say clearly which outlet each enquiry belonged to or what happened to it after it arrived. Lead volume for every outlet was their non-negotiable.
What the diagnosis found
Money was leaking at both ends of the funnel. Before the lead, campaigns were set up to buy cheap reach and video views instead of enquiries, so the budget paid for attention, not customers.
After the lead, there was no shared view of what each outlet did with its enquiries. When we built that view, the gap was stark: at one outlet, 89% of enquiries were still sitting untouched. Generating demand was only half the job. The other half was making sure outlets actually followed up.
Foundations first, rolled out outlet by outlet
We started with the foundations: cleaned-up tracking, a dedicated landing page for every outlet, and a live pipeline tracker for each outlet showing every enquiry, its status and how long it had been waiting.
We then rebuilt the ads around enquiries instead of reach, rolling it out outlet by outlet in order of priority so no outlet lost volume during the switch. We deliberately held back on Google Search until the landing pages and tracking were live, because running it earlier would have spread the budget thin — and held off on extra spend for weaker outlets until the new setup was proven.
Once enquiry volume was stable, we moved the priority outlets to WhatsApp chat routed straight to each outlet’s team, so customers reached a real person faster.
From 800 enquiries a month to over 5,000
At about the same monthly budget, the brand went from roughly 800 enquiries a month to over 5,000, and cost per enquiry fell by 85%.
For the first time, management could see every outlet’s pipeline side by side: which outlets responded fast, which let enquiries go cold, and where the next ringgit of sales was being lost.
Why it matters
In multi-outlet retail, marketing can create the demand, but the outlet decides the sale. Cheap enquiries mean nothing if they sit unanswered.
A system that shows every enquiry from ad to outlet turns “we need more leads” into “this outlet needs to call back faster” — and that is a problem a business can actually fix.
Want to know what we’d find in your funnel?
For brands doing RM100K – RM10M+ monthly revenue