Heritage Foods Case Study - Wati
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How Heritage Foods Digitised Their Product Subscriptions And Customer Journeys – 100% Within WhatsApp
About the Company
Heritage Foods is one of India’s most trusted dairy and food brands. With operations across 35+ cities, they serve millions of households daily with milk, yoghurt, cottage cheese and other value-added products. The company’s focus on consumer-first innovation and the sheer volume of their customer base led them to explore a WhatsApp-first model for managing their customer journey.
Before Wati
Mobile app & website with declining usage and customer ratings
Multi-step order flow requiring app download; high drop-offs
Static product lists; manual catalog updates city-by-city
Manual re-ordering; low repeat rate
SMS/email open rates < 15 %
Fragmented CX, rising CAC, low retention
After Wati
100 % WhatsApp-first journey, on user’s preferred platform
Simple chat flow inside WhatsApp; 2× higher order-to-purchase conversion
Dynamic WhatsApp Catalog auto-loads city-specific SKUs by PIN code
Subscription flows for milk & staples on WhatsApp
WhatsApp broadcasts reach ≈ 5× more customers; rich media/Catalog to boost CTR
Conversional CX, lower CAC, higher LTV, faster roll-outs
The Challenge
Heritage’s mobile app and website saw a decline in usage and traction. Customer reviews highlighted delivery issues, complexity in ordering, and low app satisfaction. Heritage looked at WhatsApp as the solution to their decline in traction problem and envisioned meeting their users where they are. With WhatsApp:
- Consumers could place and repeat orders without app downloads
- Campaigns could reach customers with 5X better visibility than SMS or email
- Sending influencer testimonials and user-generated content
- Recurring subscriptions could be automated and simplified
The brand sought an intuitive, app-free customer journey on a platform that millions of its customers already use: WhatsApp.
That’s when Version Next Technologies, their technology partner in building intelligent customer communication and automation systems, stepped in to offer a better solution.
Heritage Foods adopted Wati to drive an entirely new engagement model.
Version Next implemented Wati to optimise the entire customer experience for Heritage Foods, making it easier for their users to discover, shop, place orders, get support and repeat subscriptions via Wati’s WhatsApp ecosystem:
Integrated Meta Catalog into WhatsApp, auto-updating product listings for 35+ cities based on user pin code
- Enabled order journeys within WhatsApp without redirecting to external apps
- Created custom flows triggered by product keywords (e.g., “milk” shows milk category)
- Introduced WhatsApp subscription flows for recurring dairy orders with duration-based offers
- Developed internal tools for Heritage Foods using Wati APIs and Google Gemini for real-time sales insights directly in WhatsApp for regional sales heads. These tools provided real-time sales insights and facilitated regional sales management, demonstrating the versatility of the Wati solution.
Why Wati?
Version Next discovered Wati while searching for a WhatsApp Business Service Provider platform. The key reasons for choosing Wati were:
- Ease of building automated flows and journey control
- Wati's UI is designed to be intuitive for both developers and business users, ensuring a smooth and efficient experience.
- Robust catalog and seamless WhatsApp integration provide a powerful automation platform, ensuring efficiency and reliability.
- Reliable partner support and documentation
"We evaluated multiple platforms—none matched the simplicity and flexibility of Wati. From custom flows to catalog integration, Wati gives us full control of the customer journey on WhatsApp. We now enable recurring orders and regional engagement at scale—right inside WhatsApp."
Sumeet
Director, Version Next Technologies
Heritage Foods achieved 2X higher order conversion rates
Order Placements
Shifted entire product discovery and customer order journeys to WhatsApp
Subscriptions
Enabled recurring order placements for products with subscription journeys built on WhatsApp
Faster Execution
Reduced manual interventions in product metadata updates across 35+ cities for new offers
Campaign Visibility
Reduced app dependencies with better WhatsApp-led campaigns, which outperformed SMS & email
Real-Time Insights
Built a BI-linked reporting tool for regional sales teams to get business insights via WhatsApp
“We’ve transformed how we reach and retain customers. Wati helped us build a WhatsApp-first experience that’s fast, scalable, and incredibly convenient for our users.”
Balaji Adivishnu
Chief Innovation Officer, Heritage Foods Ltd
Chief Innovation Officer, Heritage Foods Ltd
Ready to manage your entire customer journey on Wati and grow exponentially?
Get started with Wati today.
Get started with Wati today.