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Client Background:

A wellness supplement company frequently runs campaigns across various channels, leading to inquiries from Google messages, Facebook messenger, Instagram messenger, WhatsApp, and more. Managing these messages across platforms resulted in complications, with messages left unanswered and customer service stretched thin, providing short replies. This inefficiency led to low conversion rates, squandering campaign investments and causing a loss in sales.

Assessment and Process Mapping:

After consultations with various stakeholders, Theco meticulously mapped out the entire inquiry handling process. The complexity of managing messages from multiple sources was identified as a primary bottleneck.

Automation Implementation:

A streamlined solution was devised through a simple automation project. An open-source CRM tool was employed, and APIs from various messengers were integrated, allowing the customer service team to respond through a unified channel. This not only simplified the process but also ensured prompt and consistent responses.

Training and Coaching:

To enhance efficiency further, Theco provided coaching and training to the customer service team. This support aimed to boost motivation and equip them with the skills needed to convert inquiries effectively.

Results:

In the second month following the project implementation, the company witnessed a remarkable 70% increase in sales conversion from campaigns. The decision to use an off-the-shelf CRM portal significantly lowered the overall project cost, making it a more cost-effective solution compared to the traditional approach of building a brand new ERP system through an IT company.

 

This case study showcases Theco’s ability to enhance efficiency through strategic process automation, resulting in substantial improvements in sales conversion and cost-effectiveness for our clients.