Multi-Channel Customer Management with Comprehensive CRM Integration and Automated Communication
Challenge
Susara Publication faced significant challenges in managing customer orders across multiple platforms. Orders poured in through WhatsApp, Facebook, phone calls, and the website, creating a fragmented and overwhelming process. Without a unified system, duplicate orders frequently slipped through, while agents spent hours manually tracking and cross-checking information. The lack of proper management tools not only led to lost and mismatched orders but also made it nearly impossible to efficiently fulfill customer requests. This resulted in delayed responses, frustrated customers, and a growing strain on the team’s daily operations.
Client:
Duration:
Solution Highlights
Unified Order Management Platform: Centralized all customer orders from WhatsApp, Facebook, website, and phone calls into a single dashboard for seamless tracking and management.
Customer Interaction Hub: Eliminated duplicate orders and miscommunication by giving agents a complete view of each customer’s order history across multiple channels.
Hands-On Training & Support: Worked alongside Susara’s team for two weeks, ensuring agents were confident in tracking follow-ups, managing records, and delivering consistent customer service.
Integration Advantage: Connected WhatsApp Business, website, and phone systems into one platform, enabling agents to instantly access customer details and provide faster, more reliable responses.
Customer Experience Upgrade: Reduced missed orders, improved response times, and built stronger customer trust through organized, transparent, and professional communication.
Results
Operational Efficiency: Centralized all customer orders into one platform, reducing manual order processing time by 85% and eliminating the need for scattered tracking methods.
Accuracy & Reliability: Achieved 95% accuracy in duplicate order detection and improved overall order accuracy from 70% to 98%, minimizing errors and confusion.
Customer Experience: Boosted customer satisfaction by 75%, reduced response times from 4–6 hours to under 30 minutes, and cut complaints related to duplication by 90%.
Business Growth: Increased repeat orders by 40%, revenue by 45%, and reduced operational costs by 30%, directly improving profitability.
Conclusion
The Susara Publication transformation shows how a unified customer interaction system can turn operational chaos into streamlined efficiency. By integrating all communication channels, automating order management, and empowering agents with the right tools, the business not only reduced costs and errors but also built stronger, lasting relationships with customers. This case proves that when technology and people work together, customer trust and business growth naturally follow.
