An automotive company focused on the customer had long invested in innovation and moved to digitize its contact and service channels. The customer journey changed in recent years: not long ago a buyer would visit a dealership several times before purchasing; today, some buyers complete purchases without seeing the vehicle in person.
The Challenge
The company sought to record every type of communication with customers to better follow up and strengthen relationships. The challenge was to create a smooth interface between WhatsApp — its primary communication tool — and Salesforce, ensuring traceability and speed in responses.
The Solution
The company’s customers wanted to contact dealers via WhatsApp and expected instant replies. The partnership with Tuvis connected customers and dealers directly, making communication dynamic, instant, less bureaucratic, and fully digital — exactly what the company needed.
Integration between Salesforce and WhatsApp Web gave the company visibility and the ability to manage a full online sales process. Tuvis also proved easy to use: no complex setup was required and any agent could operate the system.
Results
Tuvis delivered greater interaction visibility, faster response times, reduced bureaucracy, and the capability to manage a fully online sales process. As a result, the company improved operational efficiency and delivered a smoother buying experience.
“Tuvis made our daily routines easier: the interface is intuitive and access to customer information is much faster. Being able to generate active contacts via WhatsApp boosted retention and engagement.”
Senior Project Manager
