Context
San Giovanni Srls ranks as Italy’s leading company in the field of econometric appraisals for banking control, renowned for the quality and professionalism of its services in the field of financial consulting. In order to optimise its communication strategy and improve the customer experience along the Customer Journey, the company adopted Spoki, integrating WhatsApp as its primary contact channel.
Case Study
The implementation of Spoki’s API allowed San Giovanni Srls to create customised messages and send them via WhatsApp, effectively integrating this new channel into its communication flows. This led to a significant improvement in contact management and the lead nurturing process. In addition, it made it possible to automate information communications, reminders and to manage shopping cart abandonments more efficiently.
Original Goals
The objective of San Giovanni Srls was to stimulate the evolution of its business and to facilitate fundamental operations such as: identification of customer requirements, audience segmentation, managing customers quickly and, based on interest, sending relevant information. Thanks to Spoki and WhatsApp, San Giovanni Srls was able to manage huge volumes of contacts, improving their quality and management throughout the customer journey.
Implementation and Integration
The integration of Spoki was a quick and smooth process, allowing San Giovanni Srls to easily integrate WhatsApp into its technology stack. By using customised templates on Spoki and sending messages via customised code, the company was able to communicate more directly and effectively with its customers, significantly improving engagement and sales results.
Results Achieved
The results obtained by San Giovanni Srls after adopting Spoki were significant:
- The read rate of WhatsApp messages stood at 73%, far above the open rate of email marketing;
- WhatsApp message engagement rate was 11%, well above the email marketing engagement rate;
- 100% increase in turnover in the first year and higher customer satisfaction.
Conclusion
San Giovanni Srls has experienced a significant improvement in its communication and sales processes through the adoption of Spoki for automated WhatsApp messaging. This initiative has not only optimised the customer experience along their decision-making journey, but has also enhanced the company’s reputation in the financial advisory industry. This is another example of WhatsApp’s flexibility and transversality with Spoki as a solution that can be applied in different sectors.
CREDITS
Company: San Giovanni SRLS
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