Kemaz Packaging: Customer Engagement & Digital Interaction Project

Kemaz Packaging is a B2B company based in Bekasi, Indonesia, specializing in innovative and affordable packaging solutions for local businesses. This project was conducted as a university team project, focusing on how digital interaction, customer feedback, and content strategy could support Kemaz’s business goals.

Rather than treating digital platforms as standalone outputs, the project explored how customer interaction could inform strategy, collaboration, and communication across the business.

Project Information

Project Duration
Mar 8, 2023 – Jun 28, 2023

Role
Leader, Strategic Planner, Website Design, Marketer

Responsibilities
UI/UX Design, Marketing, Strategic Planning, Team Leadership

Team Members

• Michelle Arifin Gouw
• Valerie Richie
• Beatrice Adabella Widjaja
• Hector Leonardi
• Kenny Su
• Naomi Valerisha Astridira Putri
• Nicolas Hugo Tjokro
• Shanon Eden

Project Overview

The Kemaz E-Interactivity and Social Media Project aimed to improve Kemaz Packaging’s market presence and customer engagement through digital channels.

The primary objectives were:

• Strengthening customer communication
• Improving responsiveness and feedback handling
• Exploring how digital tools could support collaboration and trust-building
• Using online platforms to educate and engage customers more effectively

Strategic Insights

The strategy emphasized active listening and iterative improvement.

Key ideas included:

• Treating customer feedback as a strategic input, not just support data
• Improving internal collaboration by sharing insights gathered from customers
• Testing ideas through real interactions rather than assumptions

This approach helped align marketing, communication, and design decisions with real customer needs.

Marketing & Engagement Initiatives

Active Customer Listening

Customer feedback was collected through:

• Online chat and social media messages
• Calls and surveys
• Webinar participation and follow-up responses

This data helped identify common questions, expectations, and pain points.

Customer Support & Ideation

Based on collected insights, the team worked on:

• Improving response flow and clarity
• Enhancing interaction tracking
• Developing ideas for self-service information
• Supporting sales administrators with clearer communication materials

Collaboration & Design Development

Insights from customer interactions informed:

• Content topics
• Promotional messaging
• Design and layout decisions

This ensured design choices were grounded in actual usage and feedback.

Webinars & Press Conferences

The team organized online sessions to:

• Educate customers about packaging solutions
• Create two-way interaction rather than one-directional promotion
• Measure engagement and satisfaction

These sessions received positive feedback and demonstrated the value of educational content.

Website & Social Media Execution

The project included a website revamp to support communication and credibility.

Website Scope

• Expanded from a landing page into a 6-page structure

(Home, Contact, Product, Promo, Portfolio, Articles)

• Improved clarity of information
• Supported social media and webinar activities
• Functioned as a reference point for customers and partners

Before

After

source: Project documentation

Social media activity focused on engagement rather than reach alone, resulting in increased interaction and follower growth.

Results & Outcomes

• Increased social media followers
• Improved customer satisfaction scores from webinars
• Positive feedback regarding customer support responsiveness
• Clearer alignment between communication, content, and customer needs

While conducted as a university project, the outcomes demonstrated how structured digital interaction can support real business objectives.

Lessons Learned

• Active customer engagement leads to more informed decisions
• Collaboration improves both strategy and execution
• Educational content builds trust more effectively than promotion alone
• Websites work best when designed as communication tools, not just visuals
• Measuring engagement helps validate strategic direction

Testimonial

“The integration of design and functionality significantly improved our online presence. The website now supports communication more efficiently and reflects our commitment to innovation.”

— Hector, Strategic Marketing, Kemaz Packaging

Reflection

This project highlighted how strategic thinking, teamwork, and structured execution can create meaningful business impact — even within an academic setting.

The experience shaped a practical understanding of how digital tools, when aligned with customer needs, can support trust, clarity, and growth.