WhatsApp Integration Case Study

Turning Customer Messaging into an Automated Workflow

Transatlantix implemented an intelligent messaging system that transformed how orders, deliveries, and issue reporting are managed — reducing manual workload and response time across the business.

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Order Confirmed

Order #12847 has been confirmed and is being processed

2 min ago

ETA Updated

Your delivery is now expected at 2:30 PM today

15 min ago

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Replacement for damaged item has been dispatched. Track: RT789

1 hour ago

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The Challenge

Slow responses. Missed updates. Manual processes.

The client's support and logistics teams were handling thousands of customer updates manually through email and phone. Missed messages caused confusion, late deliveries, and high admin overhead. They needed an automated, trackable way to manage order communication in real time.

Delayed Responses

Average 6-hour response time for customer inquiries

Missed Communications

30% of order updates lost in email chains

Manual Overhead

12 FTE dedicated to routine customer updates

Before: Manual Communication Chaos

Fragmented channels, delayed responses, missed updates

6hr response

Phone

Often missed

Manual Logs

Error-prone

No Tracking

Lost updates

The Approach

Automating communication, intelligently.

WhatsApp Integration

Connected to ERP and fulfilment data for live order status updates.

AI Message Routing

Automatically detected message type and triggered the right workflow.

Event Scheduling

Synced dispatch, ETA, and delivery data from logistics partners.

Insight Loop

Captured feedback for continuous service improvement.

Intelligent WhatsApp Workflow

Trigger Events

Order Placed

Dispatch Update

Issue Reported

Delivery Complete

AI Message Engine

Smart routing, context awareness & automation

Customer Experience

Instant Notifications

Two-way Chat

Order Tracking

Feedback Collection

The Results

Instant communication. Happier customers. Leaner operations.

60%

Response Time

Reduction in customer response time

80%

Automation Rate

Fewer manual support interactions

100%

Visibility

Full visibility on message tracking and status

+25%

Satisfaction

Improvement in customer satisfaction metrics

WhatsApp Communication Analytics

Daily Message Volume

Order Confirmations

2,847

Delivery Updates

1,923

Issue Resolutions

456

Feedback Requests

1,234

2min

Avg Response

Current Response Time

(Previously 6 hours)

Automated Messages 95% Success Rate

Customer Satisfaction 4.8/5 Rating

Issue Resolution First Contact 87%

The Outcome

The WhatsApp workflow now handles thousands of automated interactions daily — from order confirmation to delivery updates and issue resolution — all tracked in real time. The result: faster communication, lower cost, and a better customer experience at scale.

Faster Communication

Instant automated responses with real-time order data

Lower Cost

80% reduction in manual customer service workload

Better Experience

Customers prefer WhatsApp over email for order updates

"The WhatsApp integration transformed our customer communication overnight. What used to take hours of manual work now happens automatically, and our customers love the instant updates. It's like having a 24/7 customer service team that never sleeps."

Emma Thompson

Head of Customer Operations, Global Supply Co

Want to Automate Customer Communication
with AI?

Transatlantix helps enterprises streamline support and logistics messaging through intelligent, integrated automation.

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WhatsApp Business API

AI-Powered Routing

Real-time Analytics

Enterprise Security