Fast customer service: finding the right spare part for agricultural machinery via WhatsApp
The FRICKE Group, headquartered in Heeslingen in Lower Saxony, is one of Germany’s largest privately owned corporate groups in the agricultural engineering sector.
In this case study, you will discover, among other things:
- how the flexible communication solution novomind iAGENT enables the handling of thousands of multilingual emails every day,
- how integrating the WhatsApp Business Solution enables genuine, fast multichannel customer communication.
“Our customers immediately embraced WhatsApp with open arms as a channel which makes communicating with us easy.”
Silvan Schenk
Head of the Customer Service Centre, Wilhelm FRICKE SE
Multichannel customer service
The FRICKE Group
The FRICKE Group, headquartered in Heeslingen in Lower Saxony, is one of Germany’s largest privately owned corporate groups in the agricultural engineering industry and is now successfully active in many different fields. Its business areas include, among others, the trade in agricultural machinery, garden equipment, commercial vehicles and spare parts.
Multichannel customer communication
In early 2019, GRANIT PARTS decided to implement novomind’s software solution. “We liked novomind’s flexible and pragmatic approach,” explains Silvan Schenk. “We were quickly convinced that this software solution was a good fit for us and would help us unlock our potential even further.”
The novomind solution for the FRICKE Group
The intelligent solution: novomind iAGENT Mail with WhatsApp Business Solution API. As a flexible communication solution, novomind iAGENT Mail enables the processing of several thousand multilingual emails per day and is hosted by novomind. The official, GDPR-compliant WhatsApp Business Solution is integrated for multichannel customer communication, implemented by novomind as a Facebook partner.
