The WhatsApp chatbot solution called “COMONDO” was developed for the Moroccan BU as part of the New Route To Market program to revolutionize our interactions with fragmented trade customers. This digital platform, provided to our customers, is designed to help pre-sellers maximize sales opportunities and drive business growth.
Our primary goal is to enhance customer engagement by offering a seamless, omnichannel ordering experience. The web catalog accessible from the chatbot is integrated with our SAP/Telynet systems, ensuring a smooth flow of information and interactions. We are also focused on establishing mechanisms to encourage quick adoption and consistent use among both our customers and internal teams.
We recently completed a semi-automated pilot in 100 points of sale in Meknes, running from May to October. The results have been impressive:
Our customers have praised the solution for its convenience and ease of use, and our Salesforce team has recognized its contribution to sales growth and customer satisfaction.
Looking ahead, the Group RTM, represented by Jihane El Jbari, is collaborating with the BU and Digital teams to scale up this solution to over 20,000 points of sale by the end of 2024.
The eB2B Chatbot Project is a significant step towards digitalizing our relationship with fragmented trade customers. By leveraging the capabilities of the WhatsApp Chatbot, we aim to enhance customer engagement and drive business growth. This project highlights our commitment to innovation and excellence in customer service.
