An accounting firm with multiple advisors was losing 2–3 staff-hours per day to WhatsApp. The same questions arrived every morning: document deadlines, submission confirmations, appointment rescheduling. Staff answered each one manually — no triage, no automation, no record of what was communicated.
The problem wasn’t that clients were reaching out. The problem was that the firm had no infrastructure to handle routine communication without burning high-value staff time on it.
The Shift:
- From: advisors spending hours on repetitive WhatsApp messages, no routing, no record of client interactions
- To: 80% of routine questions answered automatically, urgent matters routed immediately, every conversation logged to the client record
Client Objectives
The engagement was guided by clear, measurable objectives that defined success for both business leadership and IT operations.
Automate Repetitive Client Questions
Route standard questions (document deadlines, status, meeting scheduling) to an automated layer — without staff involvement.
Triage and Route Complex Requests
Identify which messages require a human and route them to the right advisor immediately — not after a delay.
Create a Record of Every Client Interaction
All WhatsApp conversations captured and linked to the client record. No more promises made and forgotten in chat.
