is a real estate agency focused on marketing and digital transformation initiatives to enhance business performance and reach more clients. They are committed to leveraging technology to improve service quality and gain a competitive edge.
Century21 used personal WhatsApp accounts to communicate with customers, but this created numerous challenges. Large-scale communication makes it difficult to manage a high volume of messages and inquiries. Sending promotional messages often resulted in customers blocking accounts. Additionally, there was no centralized system to manage leads or track interaction records. The company also struggled to monitor customer interactions, ensure consistent service quality, and lacked the ability to track and oversee activities. Although Century21 had an internal CRM system, using personal WhatsApp accounts meant agents had to manually download files and information from WhatsApp and upload them to the company system, resulting in a cumbersome and inefficient workflow.
Wati's TeamInbox and broadcast features enable multiple agents to manage customer conversations from a centralized dashboard and send bulk messages to specific customer groups for promotions and updates. The chatbot further automates initial interactions and lead qualification.
Additionally, the API integration connects Wati with Century21's internal system, enabling seamless data transfer and automation. Wati also provides reports and analytics on customer interactions, agent performance, and the effectiveness of marketing campaigns.
How Wati improved Century21 :
Century21 Operations Director
We aim to leverage new technologies to help our frontline employees develop diverse business opportunities. Wati has significantly enhanced our customer communication capabilities and overall business efficiency. It enables us to manage more leads, reduce response times, automate key processes, and gain valuable insights into customer interactions. These improvements have resulted in higher lead conversion rates, greater customer satisfaction, and a stronger brand image.
Wati successfully resolved the communication challenges Century21 faced when using personal WhatsApp accounts. Through centralized management, process automation, and data integration, Wati improved customer interaction efficiency, reduced response time, and enhanced lead conversion rates and customer satisfaction. At the same time, it strengthened the brand image, providing strong support for Century21's growth.