Eng Choon Enterprises is connecting with its customers across various channels

The challenge

"We needed a dynamic tool that helps manage customer queries efficiently"

Aircon Uncle receives hundreds of queries and messages from its prospects and customers. The messages would be received through multiple communication channels such as Facebook, WhatsApp, etc. This meant that the sales, operation, and support teams had to respond to messages across various channels.

The hassle of replying to messages across multiple platforms led to confusion within the team, delayed follow-ups during the critical stages of the sales process, a lack of transparency and visibility among the team members, and loss of sales opportunities.

To resolve these issues and to prevent potential customers getting lost, Aircon Uncle needed a robust CRM that integrates with various channels and helps in effectively managing the sales conversations.

The solution

"We are now able to convert leads faster and reduce drop-offs"

Pepper Cloud CRM, being a WhatsApp CRM, eased the entire workflow for Aircon Uncle while reducing the turnover time drastically.

• WhatsApp-integrated Pepper Cloud CRM allowed the team to respond to messages from within the CRM, without switching between apps.

• The team could reply on time with personalised, error-free message templates with the help of WhatsApp CRM. This helped the team to keep the conversation going and ensure no opportunities were missed.

• The management team gained complete visibility into the enquiries and could monitor the conversations between the leads and the team. This helped in redirecting the sales activities and training the personnel appropriately.

• The team members could assign the conversations to the other members. The easy assignment of messages between teams offered better collaboration between the sales, operations, and support teams.