Case Study: How Fashion Retailer Improved Its Communication with Partners in Messaging Apps

How the platform became a part of the company's omnichannel communication strategy.

In this case study, our client was a major fashion retailer with more than 800 brick-and-mortar stores under 5 different brands, as well as an extensive e-commerce presence.

Problem: inconvenient and slow communication in another service

The fashion company works with a diverse range of suppliers and has developed a new app to assist them in processing orders more effectively. To ensure seamless communication with partners regarding the use of the app, the company required a fast and dependable channel for addressing any issues that might arise during the process.

While a traditional ticket system was unable to handle urgent issues from suppliers promptly, the existing communication platform was not customizable enough to accommodate the specific needs of the company. Also, it took several days for a response to be received from the platform’s technical support team. Due to these challenges, the fashion retailer was on the lookout for a better communication solution that could meet their requirements and offer a more convenient partner communication.

Solution: setting up Umnico omnichannel messaging platform

When choosing a new communication solution, the fashion retailer chose Umnico Inbox, an omnichannel communication platform that connects more than 25 popular messaging apps and social media platforms into one interface. The company uses Umnico to communicate via WhatsApp and Telegram, two of the most popular instant messaging apps among its suppliers and partners.

Results: convenient workflow and shorter resolution time

Switching to Umnico omnichannel communication platform has allowed the company to significantly speed up the processing of inquiries from suppliers regarding orders and other issues. Currently, the majority of inquiries are submitted through WhatsApp and Telegram chats instead of phone support.

The company's employees praised the intuitive and user-friendly interface of Umnico Inbox, as well as the quick responses from its technical support team regarding the platform's features and additional integrations. This made the onboarding process and learning how to use Umnico a pleasant and efficient experience.

After just a few months of using Umnico, the company saw a significant reduction in inquiry processing time. This affected positively the speed with which orders were collected and the efficiency of the whole partner team.

In the future, the company plans to implement Telegram chatbots to automate responses to frequent questions, as well as to integrate the communication platform with Power BI — business intelligence software services.

Umnico's omnichannel communication platform revolutionizes the way you manage interactions with partners and customers. By consolidating communications across messengers, social media, online chat, email, and VoIP telephony into a single interface, Umnico streamlines communication and automates responses, shortening transaction cycles and boosting sales. Sales and support teams can easily monitor their performance since all dialogues are stored in one place. Furthermore, Umnico seamlessly integrates with popular CRM systems and allows to configure and connect chatbots powered by GPT-4. Improve your communication with partners and customers with Umnico. All new users can take advantage of a free trial period to explore the platform’s features.