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Case Studies

We connected Canadians around the world via WhatsApp integration with MS Teams

“Conversant enabled us to streamline our operations, with WhatsApp channels for each country we operate in all controlled and integrated centrally”

Wireless DNA

Conversant:

Ø  Set up country channels for each business stream

Ø  Integrated Wireless DNA’s internal platform with MS Dynamics CRM and Teams

Ø  Unified WhatsApp, Microsoft Teams and omnichannel messaging solutions

"With everything integrated on one platform, our operations are so much more streamlined"

The Client

Wireless DNA is a Canadian company whose vision is to connect Canadians with their loved ones around the world, via mobile call and data packages based on WhatsApp enabling relatives in South Asia and Latin America to stay in touch easily and affordably.

With retail outlets around Canada, and existing programs including wireless data, chat, phone packages and also business communications, they were lacking the integration to manage their package streams and offerings within their CRM.

Worldwide deployment, managed with one click

Wireless DNA already had the hardware and calling plans but lacked the capability to manage their revenue streams in a cohesive way.

Working with Conversant on a WhatsApp platform, we enabled them to manage their chat offerings on a country-by-country platform, integrated in Microsoft Teams, so that:

·        All internal communications and team administration sit in one interface within MS Teams, streamed by country channel for easy management in real time.

·        The deployment is integrated with their CRM, so all agents have complete customer and purchase history visibility.

·        The customer manages their contract via WhatsApp, with confirmation messages, receipts, and reminders on the same platform they use the service on – this is a particular feature in developing countries where WhatsApp largely replaces other calling and messaging options.

DNA Wireless came to Conversant in March 2022, and the program went live at the end of May.

The package

Conversant Social Messaging Service:

  • WhatsApp native integration with MS Teams
  • WhatsApp for Business phone numbers
  • Microsoft Dynamics integration
  • Enhanced scheduling
  • Workflow and dialog-handler
  • Schedule-based routing
  • Enhanced Scheduling
  • Wallboard
  • Assign to team member
  • Sentiment Analysis
  • Managed Support Service

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