From clients
What businesses in KL found, after the work was done
These are notes from clients who went through the Walkthrough, the assistant setup, or both.
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Walkthroughs done
4.7
Avg. satisfaction
19
Active assistants
2+
Years in KL
Client feedback
Notes from businesses we have worked with
Nurul Ain Rashid
Grocery delivery, Chow Kit
Before the Walkthrough I thought I needed a complicated system. The map they gave us showed three places where we were doing things twice, and only one of them was a case for software. We fixed the other two ourselves with a spreadsheet. Worth every ringgit.
July 2025
Tan Kah Fai
Hardware sundry, Setapak
The WhatsApp assistant setup took about three weeks. The first draft had a few replies that sounded off — too formal for how we normally talk — and they rewrote those after we marked them. By the second round it felt like us. Staff reaction was good. One concern: the assistant cannot handle pricing negotiations, which we knew upfront, so customers still need to call for that.
June 2025
Faridah Azman
Tailoring and alterations, Ampang
I have been on the retainer for four months now. The monthly note is genuinely useful — last month it caught three replies that were giving the wrong turnaround time because I changed our schedule during Raya and forgot to update the assistant. That kind of thing would have caused customer confusion if nobody was checking.
July 2025
Lim Yee Ling
Florist and gifts, Kepong
We get a lot of WhatsApp messages asking about availability for specific dates, custom arrangements, and price ranges. The assistant handles the basic ones well and tells people to call us for the custom jobs. That split has worked cleanly. I was worried it would feel impersonal but most customers do not seem to mind — they just want a quick answer.
June 2025
Zainudin Hamid
Food catering, Puchong
We did the Walkthrough first, then the setup two months later. The map from the Walkthrough was still accurate when we started the setup — they referenced it to understand our flow without doing another observation session. Saved time. The only thing I would say is the setup took a bit longer than the estimated three weeks because we were slow to send our old messages. That was on us.
July 2025
Rajes Subramaniam
Print and signage, Bangsar
Honest people. The Walkthrough report said our main bottleneck was approval delays from clients, not the printing itself, and that software probably would not fix that. They were right. We used the map to change how we handle approvals. No AI involved. That kind of candour is not common.
June 2025
Case studies
Three engagements in detail
Case Study 01 · Grocery Delivery · Chow Kit
The situation
A six-person grocery delivery operation was spending about four hours a day answering WhatsApp messages about availability, delivery windows, and minimum orders. Owner was handling most of it personally while managing stock and drivers.
What we did
Walkthrough first, which found the WhatsApp volume was the right target. Assistant setup took 2.5 weeks. Reply library covered 32 questions in English and Bahasa Malaysia. Escalation rule passed anything about orders above RM 500 to a person.
What changed
WhatsApp time dropped from roughly four hours to under forty minutes a day. Owner had a standing comment: she still spends time on messages, but now they are the ones that actually need her attention.
"The simple questions answer themselves now." — Nurul Ain
Case Study 02 · Tailoring · Ampang
The situation
A tailoring and alterations shop with seasonal demand peaks. During festive periods the owner struggled to keep WhatsApp replies current while managing fittings. Several customers had received outdated turnaround information.
What we did
Assistant setup, followed by four months on the retainer. Each month we update turnaround times and seasonal availability. The retainer hour is mostly used by the owner's daughter, who manages the shop's social media and has questions about how the assistant handles certain messages.
What changed
Customer complaints about wrong turnaround information have stopped. The monthly review catches outdated content before customers see it. Owner feels less anxious about festive periods.
"Someone is checking it every month. That alone helps." — Faridah
Case Study 03 · Print and Signage · Bangsar
The situation
A print shop owner had heard a lot about AI from suppliers and was considering a significant investment in an automated quoting system. He wanted a clearer picture before committing.
What we did
Walkthrough only. The map showed the main delays were client-side — slow artwork approvals and unclear briefs — not production-side. The Walkthrough report said an automated quoting tool would not address the actual bottleneck.
What changed
Owner changed the brief and approval process using the map's suggestions. No AI tool purchased. He saved a significant amount that would have been spent on a system that would not have helped.
"The RM 125 saved me from spending a lot more on the wrong thing." — Rajes
Reach us
Contact details
Phone
+60 3 2078 4693Address
27-2 Jalan Sultan Ismail
50250 Kuala Lumpur
Hours
Mon–Fri 9am–6pm
Sat 10am–2pm
Credentials
Professional standing
SME Corp Malaysia affiliate member
Listed under the National SME Development Council's network of approved business service providers since June 2024.
PDPA-aligned data handling
All customer data handled in line with Malaysia's Personal Data Protection Act 2010. Client messages are not retained beyond the scope of the engagement.
Bilingual service delivery
All client-facing output — written maps, reply libraries, monthly notes — available in English and Bahasa Malaysia.
Configuration portability
Every client owns their configuration from day one. On exit from any service, full materials are handed over without restriction.
Your turn
Start with a conversation
If any of the situations above sound familiar, send us a note. We will respond within one working day.
Contact Titian Works