CASE STUDY

Intuitive Customer Data Matching via WhatsApp

Together with Qcells, we created automated data matching that takes pressure off customer service through WhatsApp marketing.

Starting point

Hanwha Qcells GmbH is a leading company in renewable energy. Besides complete solutions for solar systems, the company also operates as an energy service provider. The data from both business models is managed in a shared CRM database.

Challenge

For sending invoices and customer communication, it is essential for Qcells to keep contact data up to date. Confirming or updating the information should be as easy as possible for customers while also relieving customer service.

“Saphiron has been supporting us for several years in implementing new campaigns and connecting new tools. Thanks to their in-depth technical knowledge of platforms such as Microsoft Dynamics 365 and Twilio, we were able to set up CRM campaigns quickly and efficiently that offer us real added value.”

Oliver Voß Deputy Manager Head of Marketing

Our approach

Together with the Qcells team, we used data matching in WhatsApp to give customers a simple and intuitive way to update their information. To do this, Microsoft Dynamics 365 Customer Insights was connected directly to Twilio to synchronize the data in real time.

Implementation

Using Twilio Studio, we built an automation that first retrieves existing customer data from Microsoft Dynamics 365 via an HTTP request once the customer number has been entered. Customers are then guided through the data categories via interactive WhatsApp templates, with the option to adjust them. At the end, after a final confirmation, the changes are sent back to Microsoft Dynamics 365.

We also integrated filters that check the quality of new data after it is entered and point out errors such as incorrect email addresses or phone formats. In the case of repeated incorrect entries or questions, customers are referred to customer service.

Results

The case study shows how WhatsApp can be used effectively in marketing. The automated data matching significantly relieved Qcells’ customer service, improved data quality and created a better customer experience. The updated data is immediately available to the CRM team for follow-up campaigns.

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