Use Cases

The Digital CRM Module flexibly supports diverse customer engagement workflows across contact centers, automated marketing, and event management.

1. Omnichannel Customer Support Center (WhatsApp & Live Chat)

Business Scenario: A retail merchant operates a central support team handling customer inquiries across WhatsApp Business, web live chat, and email from a single unified workspace.

• Primary Applets: Unified Contact Center UCC Applet, Customer Maintenance Applet
• Operational Flow: Customer messages via WhatsApp → UCC applet routes conversation to available support agent → agent views past purchase history and resolves ticket instantly.

2. Automated Post-Purchase Lead Nurturing (Drip Campaigns)

Business Scenario: An e-commerce brand automatically sends educational product tips and cross-sell promotional vouchers 7 days after a customer completes a web purchase.

• Primary Applets: Engagement Applet, Voucher Management Applet
• Operational Flow: Web order completed in E-Commerce → Engagement applet triggers 7-day delay → automated personalized email sent with a unique discount voucher code.