In short
Ants Creation built Susara Publication a custom multi-channel CRM in four months. Orders from WhatsApp, Facebook, phone calls and the website now arrive in one dashboard, with each customer’s full order history. Manual order processing time fell by 85%, order accuracy rose from 70% to 98%, and response times dropped from 4–6 hours to under 30 minutes.
The challenge
What did Susara Publication need?
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.
The client
Susara Publication
What we built
What did Ants Creation build for Susara?
Conclusion
Where does it leave Susara?
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.
Common questions
Multi-channel CRM: frequently asked questions
What is a multi-channel CRM?
A multi-channel CRM brings customer enquiries and orders from every channel, such as WhatsApp, Facebook, phone calls and a website, into one system, so each customer has one record and no order is lost or duplicated. Susara Publication’s was custom-built by Ants Creation around its order process.
Can a CRM manage WhatsApp orders?
Yes. Susara’s CRM connected WhatsApp Business, the website and phone systems in one platform, so agents see each customer’s details and order history at once. For a ready-made option, Vero CRM records WhatsApp chats and Facebook and Instagram lead-ad enquiries as leads. See WhatsApp CRM in Sri Lanka.
What results did Susara Publication see?
Manual order processing time fell by 85%, order accuracy rose from 70% to 98%, response times dropped from 4–6 hours to under 30 minutes and duplication complaints fell by 90%. Repeat orders grew by 40% and revenue by 45%, while operational costs fell by 30%. These figures are cleared for publication.
How long did the project take?
Four months. Ants Creation also worked alongside Susara’s team for two weeks, so agents were confident tracking follow-ups, managing records and giving customers consistent service.
Is Susara’s CRM built on Vero CRM?
No. It is a custom build, developed by Ants Creation’s own team around Susara’s order process. Vero CRM is Ants Creation’s ready-made CRM platform; for businesses whose process does not fit a product, we offer custom software development.
