The demand for customer service via WhatsApp
When it comes to the supply of spare parts in the agricultural machinery trade, know-how and speed are of equal importance. Whether sowing or harvesting, if the weather is right, the field must be cultivated. If an agricultural machine suddenly comes to a standstill during the peak season, the repair work must be performed with the utmost urgency. Only those who then can score points by providing fast customer service and delivering the right spare part to the workshop promptly and without complications will be awarded the contract. Being quickly and easily accessible is therefore the top priority for the GRANIT customer center. In the past, customer contact was mainly by telephone. Today, it is mainly digital channels that are used. 95 percent of orders at GRANIT PARTS are now received online. Tens of thousands of customer inquiries per month arrive by email. Tens of thousands of emails every month and the demand for customer service via WhatsApp. „Digitalization is also progressing considerably in the B2B side of the agricultural machinery business. The number of service requests by email has increased significantly. This increased the challenge for our customer center to maintain the quick response in replying to them,“ explains Silvan Schenk, Head of Customer Center Project Manager of Wilhelm FRICKE SE „We also wanted to make access to our expert consultants even easier. We wanted to enable our customers to contact us via messaging - directly and personally.“

The intelligent solution: novomind iAGENT Mail with WhatsApp Business Solution API
A reliable multi-channel software solution was needed. On the one hand, it was to ensure that the consultants had central access to all email inquires and ensure their efficient distribution to the 15 teams of specialists. On the other hand, the integration of WhatsApp as an additional channel for communication should be possible. The intelligent and powerful novomind iAGENT omnichannel customer service platform is able to meet such requirement scenarios in a way that is tailored to the customer‘s needs. It enables the processing of several thousand, even multilingual emails per day. Through automated routing, the mail module uses computer-linguistic and semantic procedures to analyze each request in seconds, assigning it to a specific team of specialists and thus ensuring efficient distribution. For simple standard requests, suitable text modules are automatically suggested. The integration of WhatsApp into the novomind iAGENT is also straightforward, secure and compliant with data protection regulations via the WhatsApp Business Interface (API). novomind has been a Facebook partner and official WhatsApp Business Solution Provider since 2018.