Case Study: Customer Instant Insight for the Green Tech industry

How can the use of WhatsApp become an opportunity to test customers and obtain feedback for to the services provided? In this case we are going to analyze how an automated survey in the Green Tech industry was an important resource for the INGO client.

In this Case Study we are going to describe how INGO implemented an automation project in Green Technology for a client company. Using Customer Instant Insight, it was able to improve the customer journey of users and obtain valuable data regarding overall satisfaction with the service provided.

Who is the customer

The client is an internationally renowned company dedicated to developing innovative solutions for comfort in living and working environments, with a strong focus on air conditioning, air quality, and energy efficiency. The products offered are designed to reduce environmental impact, promoting a sustainable and resilient future. The company is actively engaged in leading the transition to a zero-emission society.

What were the needs of the client company

The client asked INGO to implement a solution via WhatsApp of automated survey and targeted marketing campaigns, with the goal of increasing the response rate compared to using traditional channels, the quality of customer experience, and operational efficiency.

What services did he need and what were the goals set?

The company was interested in checking its sales network in a consistent and efficient manner, especially wanted to have a way to:

• Constantly monitor Net Promoter Score (NPS) and customer satisfaction in an automated manner to continuously analyze market perception and improve the overall experience.

• Quickly identify and re-contact prospects and customers, with the goal of turning “cold” contacts into warm, concrete opportunities.

• Establish a process of continuous analysis of prospects managed by the sales network.

What has been achieved by INGO: the Automated Survey with Customer Instant Insight

INGO designed and implemented an automated survey system through WhatsApp, via the product Customer Instant Insight.
The project involved defining the most suitable channels and tools, customizing questionnaires according to the specific needs of each customer, and automating the entire data collection process.
To complement this, an intuitive and user-friendly analytics platform was developed to monitor the collected responses in real time and generate detailed reports for performance analysis.

Achievements

Thanks to the implementation of the automated Survey via Whatsapp channel, it was possible:

• Improved response rate: the response rate increased from 7% to 44%.
• Recovery of cold cases: by collecting insight on purchase propensity, it was possible to recover 10% of hot leads.
• Increased conversion: due to the timeliness of re-contact, less than 10 minutes, it was possible to increase the conversion of interested customers.

Conclusions: a sustainable and connected future

This Case Study demonstrates how INGO transformed customer needs into an effective and innovative solution in the field of Green Technology. By implementing the automated survey, the company has not only improved the customer journey, but also achieved tangible results in terms of response and conversion. The synergy between technology and sustainability represents a significant step toward a more efficient and responsible future, solidifying the client’s role as an industry leader.