The challenge
One of the largest construction and real estate development companies in Latin America sought to optimize customer service response times and increase operational efficiency. The company primarily handled customer interactions via WhatsApp, but the lack of integration between the messaging platform and the CRM made it difficult to track interactions, compromising service quality.
With a high volume of daily inquiries, customers faced long wait times for responses, and many messages went unanswered, directly impacting customer satisfaction and the buying experience. The company also struggled with low lead conversion rates, turning only 10% of contacts into real business opportunities. Additionally, the lack of an organized interaction history hindered performance analysis and strategic decision-making, making customer follow-up inefficient and affecting overall results.
Another challenge was the company’s NPS target, which was not being met, reflecting customer dissatisfaction with response delays and lack of personalized interactions. The absence of a structured communication flow also led to the loss of important information, further weakening customer follow-up and hindering new business closures. Given this scenario, the company needed a solution that would bring more agility, organization, and efficiency to its customer service process.
The solution
To address these challenges, the company implemented Tuvis’ solution, enabling direct integration between WhatsApp and its CRM. With this technology, the customer service and sales teams gained greater visibility into interactions, ensuring that every contact was properly recorded and tracked.
Automating CRM records eliminated the need for manual processes, reducing errors and improving data organization. Now, service agents can view a complete history of each customer without switching between different platforms, enhancing workflow efficiency. Moreover, Tuvis’ solution allowed several CRM actions to be performed directly via WhatsApp, such as updating lead statuses, scheduling follow-ups, creating tasks, and adding notes about each interaction.
With this integration, communication became more seamless and standardized, ensuring that customers received quick and personalized responses. This optimization enabled the sales team to focus on converting more leads and delivering a superior customer experience.
The Result
With Tuvis’ solution, the construction company successfully transformed its customer service operations. The results include:
Higher customer satisfaction, reflected in faster response times and an enhanced buying experience.
75% reduction in average response time: Dropped from 79.5 hours at the beginning of the project to 6.9 hours in the final week.
Improved response rate within one hour: Increased from 29% in the first two weeks of the project to 54% in the final two weeks.
30% performance improvement: Employees focused more on strategic tasks, reducing time spent on manual operations.
Conclusion
The implementation of Tuvis enabled the construction company to overcome critical customer service challenges, increasing team productivity and significantly improving the consumer experience.
Automating records and integrating directly with the CRM provided greater operational efficiency, reduced response times, and ensured a more organized workflow.
