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About BMN

BMN is a Dutch wholesaler that focuses on the engineering and construction industry. BMN has 82 outlets across the Netherlands making it one of the biggest wholesalers of the country.

 

Challenge – Safeguarding communications between employees and customers

BMN aims to create personal relationships with their customers. For this reason, almost every employee connected with a customer via their personal WhatsApp account. This led to a whole range of problems. From not being able to properly monitor communications, to struggling with incoming orders because they were being too dependent on logs of a single employee.

 

Solution – Reachable via one centralized WhatsApp number

For this reason, BMN wanted to be reachable via one WhatsApp number. To manage all inbound conversations BMN implemented the Saysimple Multichannel Inbox and leveraged the power of smart routing.

 

Impact – Reachable in a personal way

Every single one of BMNs 82 outlets is reachable via the same WhatsApp number. To make sure every customer is communicating to the outlet and employee of their preference, BMN uses the smart routing feature of the Saysimple Multichannel Inbox. More than 80% of every inbound conversation is automatically routed to the right contact.

  • To manage all inbound conversations BMN implemented the Saysimple Multichannel Inbox and leveraged the power of smart routing.

  • Every single one of BMNs 82 outlets is reachable via the same WhatsApp number.

  • BMN uses the smart routing feature of the Saysimple Multichannel Inbox. More than 80% of every inbound conversation is automatically routed to the right contact.

Facts & figures

To manage all inbound conversations BMN implemented the Saysimple Multichannel Inbox and leveraged the power of smart routing.

Every single one of BMNs 82 outlets is reachable via the same WhatsApp number.

BMN uses the smart routing feature of the Saysimple Multichannel Inbox. More than 80% of every inbound conversation is automatically routed to the right contact.

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“For me, as one of the admin users, this means monitoring all the incoming questions is not a day job anymore. Next to that we see that this personal contact creates a good bond between the customer and BMN. On top of that, with the implementation of smart routing, the workload is automatically distributed between our locations. Therefore it is no longer needed to hire an extra employee. A beneficial cost saving.”

Niels van de Werken Ecommerce specialist at BMN bouwmaterialen

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