Background: In the fast-paced world of modern business, timely communication is crucial. Our client, a leading enterprise in their industry, sought to enhance their customer engagement and streamline internal processes through automated notifications. To achieve this, we integrated their existing CRM and accounting systems with WhatsApp using the Gallabox API, ensuring real-time updates for various business events
Objectives: The primary goal was to automate WhatsApp messaging to notify customers and internal teams about critical business events. This included invoice status updates, lead and deal stage changes, and custom module notifications.
Implementation:
1. Automating Notifications from the Accounting System:
- Invoice Sent Notifications: We configured the system to trigger a WhatsApp message whenever an invoice is marked as sent, ensuring that customers are promptly informed about their billing status.
- Invoice Creation Alerts: When an invoice is created from within the CRM and marked as sent, a WhatsApp notification is immediately dispatched to the customer.
- Receipt Creation Alerts: Upon receipt creation from the CRM, customers receive a WhatsApp message confirming the transaction.
2. Streamlining Communication in Lead Management:
- Stage Change Notifications: Customers are updated via WhatsApp whenever their lead stage changes, ensuring they are informed about the progress. Specific stages include:
- Measurement Appointment
- Measurement Done
3. Enhancing Deal Management Communication:
- Order Confirmation and Installation Updates: WhatsApp messages are triggered when an order is confirmed and at various stages of installation, such as appointment scheduling and completion.
- Closure and Feedback: Upon closing a deal (Closed Won), a closure mail triggers a WhatsApp message, followed by a feedback request to gather customer insights.
4. Drip Messaging in Lead Stages:
- Measurement Appointment and Completion: Drip messages are sent at the Measurement Appointment stage and upon completion, keeping customers engaged and informed throughout the process.
5. Custom Module Notifications:
- Labour Invoice and Receipt Alerts: For the custom module dedicated to labour invoices and receipts, WhatsApp messages are sent out for each new invoice and receipt, ensuring timely updates to the concerned parties.
Outcomes: The integration of WhatsApp messaging with the CRM and accounting systems has significantly enhanced communication efficiency. Customers are now promptly informed about key events, leading to improved satisfaction and engagement. Internal teams also benefit from streamlined processes and real-time updates, allowing for better coordination and faster response times.
Conclusion: This case study demonstrates the transformative impact of integrating CRM systems with WhatsApp for automated business notifications. By leveraging the Gallabox API, we have enabled our client to achieve greater efficiency and customer satisfaction through timely and automated communication.