Success stories powered by Unifonic: Zamil

Reshaping customer experiences with Unifonic’s advanced communication solutions

Zamil Air Conditioners is a manufacturer and retailer of air conditioners and related equipment. Since its inception in 1974 as one of the first dealers of air conditioning systems in the Middle East, Zamil has significantly increased its production capacity to remain competitive. Currently, the company manufactures 50,000 central air conditioners, 300,000 mini-split systems, and 550,000 room air conditioners each year, in addition to a range of other residential, commercial, and industrial air conditioning systems. With a presence in multiple retail stores, the company recently ventured into the e-commerce sector to serve both businesses (B2B) and individual customers (B2C), in an effort to enhance customer experience, streamline after-sales services, and bolster marketing efforts.

Challenges: Need for Robust Communication Channels

Zamil's business strategy placed a strong emphasis on enhancing customer experiences. Their primary goal was to offer efficient and seamless communication services that satisfy the requirements of both individuals and businesses. However, the business struggled to manage the high volume of inquiries and real-time updates on after-sales services. These operational challenges put a strain on customer support resources by making the personalization of customer relationships and at the same time ensuring customer satisfaction, very difficult. Some of the challenges that the company faced included:

•   Managing High Call Volumes: Managing a high volume of customer calls in a hot climate region where clients require prompt assistance with their air conditioners was challenging for Zamil
•   After-Sales Service: Customer support and after-sales service were top priorities for Zamil, and the company was looking for ways to make it simpler for customers to submit service requests.
•   Marketing and Promotion: Zamil also hoped to increase the effectiveness of their marketing campaigns, in particular with the distribution of promotional offers and marketing messages.

Solution: Redefining Zamil’s Communication Strategy with Unifonic

Unifonic's customer-centric solutions were critical in addressing Zamil's issues and streamlining its customer engagement and support processes. As a leading communication solutions provider, Unifonic offered Zamil a range of solutions to address their challenges and enhance their overall customer experience. These dramatically improved the time to respond to customer queries as well as the overall customer support. 

Ahmed El-Komy, Marketing and Customer Experience Manager at Zamil said:  “We utilize WhatsApp Business Platform for our CSI survey, which is sent to customers after a service or maintenance task is completed, culminating in case closure. At this stage, when customers have experienced the quality of our service, we send them the survey via WhatsApp. This approach is truly brilliant, as it aligns with our business's history of evolving survey methods. We've moved away from traditional phone calls, where many customers might not have had the chance to express their feedback. Now, they can provide their honest insights, ensuring we continue to improve our services.”

•   WhatsApp for Customer Communication:

Zamil adopted Unifonic's WhatsApp communication tools to create a clear and effective channel of communication with the company’s customers. Customers can now open service requests, ask questions about products, and have direct conversations with Zamil on WhatsApp.

•   Improved After-Sales Service:

With Unifonic’s WhatsApp tools, Zamil was able to further improve their after-sales support. Through WhatsApp, customers could independently submit service requests, doing away with the need for long phone calls and wait times, which in turn resulted in improved customer satisfaction.

•   Enhanced Marketing Campaigns:

Zamil successfully launched comprehensive marketing campaigns and promotions with Unifonic’s customer engagement platform. They discovered how WhatsApp messages had a greater impact than other social media platforms, as consumers were receiving direct notifications and participating more actively.

•   Customer Surveys via WhatsApp:

Zamil took advantage of WhatsApp to conduct customer satisfaction surveys, making it simpler for customers to provide valuable feedback. When compared to traditional telephone surveys, this approach yielded more accurate and engaging responses.

Results: Improved Engagement and Communication.

Ahmed El-Komy, Marketing and Customer Experience Manager at Zamil said:  Engagement conversion over WhatsApp, in comparison to conventional customer support, has increased and it has significantly lightened the workload for our staff. We've successfully captured numerous requests that were previously overlooked and can now respond to them promptly."

After implementing Unifonic's solutions, Zamil experienced several positive outcomes, including:

•   Improved Customer Engagement: WhatsApp facilitated direct and instant communication with customers, which increased engagement and improved customer relationships.
•   Reduced Call Volume: The transition to WhatsApp further reduced the number of customer calls to Zamil’s call center, resulting in better utilization of resources and shorter wait times.
•   Effective Marketing: WhatsApp marketing campaigns were very successful at promoting products and services, which led to higher sales and better brand recognition.
•   Accurate Customer Feedback: Zamil conducted more precise and timely customer surveys through WhatsApp, which allowed them to quickly address problems and improve services.

Ahmed added: “Customer service has evolved significantly. In the past, customers would call our call centers to initiate service requests, a process that often required a good deal of their time. However, our shift towards self-service, driven by objectives and supported by tools like WhatsApp service with the help of Unifonic, has transformed the customer experience. They no longer need to wait on hold or endure the heat in hot cities for hours before we can assist them. Now, they can open service requests at their convenience, ensuring a smoother and more responsive service. The main reason behind this shift is to serve every customer effectively and eliminate missed calls."

Considerations for the Future:

As Zamil continues to grow and expand its services, the company intends to further integrate Unifonic's solutions and improve the customer journey. Zamil indicated an interest in integrating the WhatsApp for Business Platform with their current CRM platform in order to further streamline customer interactions and offer a consistent user experience across all touchpoints. This integration comes as part of Zamil's ongoing efforts to enhance its marketing and customer service strategies.

Zamil utilized Unifonic's WhatsApp tools to transform customer experiences, improve after-sales services, and enhance marketing efforts, highlighting the clear benefits of adopting cutting-edge communication strategies to boost customer engagement and business operations.