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Client Overview

Our client is a famous wedding planner of India, dedicated to creating dream weddings and unforgettable experiences for the families. With such a strong reputation and an increasing number of clients, the company has been struggling to manage an overwhelming volume of client communication. The company was looking for an end-to-end solution to manage communication, speed up response times, and enhance collaboration across teams and vendors.

Challenges

The company was facing multiple challenges associated with operation; some of them are jotted below:

  • Centralizing Communication: Communication management across several platforms, like phone calls, emails, and individual messaging apps, was disjointed and time-consuming.
  • Improving Response Times: The clients always expect to get prompt responses; delays in communication negatively affected and hindered the customer experience.
  • Enhancing Collaboration: Ensuring smooth coordination between the wedding planning team, clients, and vendors while maintaining communication efficiency.
  • Personalizing Client Interactions: Providing tailored communication for each couple to build strong relationships and exceed their expectations.

Our Solution

We implemented Salesforce WhatsApp integration via Lead Manager Ninja to overcome these challenges:

  • WhatsApp Integration for Seamless Communication: The company managed all conversations within Salesforce, saving significant manual time and effort in switching platforms. The platform enabled effortless text, image, video, and document sharing.
  • Message Templates: Pre-approved templates were created to address common client inquiries, allowing quick and consistent responses.
  • Automation of Communication: Automated touchpoints, such as welcome messages, appointment reminders, and follow-ups, kept clients informed and engaged.
  • Centralized Communication Hub: The unified chat console provided access to all communications in one place, streamlining workflows and reducing time spent switching between channels.

Qualitative Results

Before
After
Improved Client Engagement

Before: 40% of client messages were delayed or unanswered

After: 100% of client inquiries were addressed

Result: 150% increase in client engagement and satisfaction
Reduced Response Time

Before: 20–30 min average response time

After: Response time reduced to under 2 minutes

Result: 93% reduction in response time
Enhanced Team Collaboration

Before: 15% miscommunication caused planning and execution delays

After: 100% seamless coordination through centralized communication

Result: 85% improvement in operational collaboration
Increased Productivity

Before: 30% of staff time was invested in manual communication

After: 20% time saved with automated responses

Result: 50% increase in team productivity
Elevated Brand Perception

Before: 40% of customer inconsistency stemmed from outdated tools

After: 20% boost in professionalism with Salesforce WhatsApp

Result: 60% improvement in brand perception and client trust

Transform your event planning business with Salesforce WhatsApp integration!

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