Overview
SSGC needed to modernize customer service at scale by building an integrated WhatsApp automation bot, SMS delivery services, and a dedicated mobile app to make essential services more accessible, automate routine interactions, and communicate through the channels customers already use daily.
Problem
SSGC needed a digital communication ecosystem serving customers across multiple channels while connecting interactions to existing backend systems. The challenge was that customer service journeys weren't automated, real-time information wasn't available, and customers lacked convenient mobile access to essential services and account information.
Solution
We built an automated WhatsApp bot with backend API integrations for real-time service interactions, implemented SMS delivery services to reach customers beyond conversational channels, and developed a mobile app, together forming a unified, multi-channel customer engagement ecosystem for SSGC.
Process
First, we mapped SSGC's customer service workflows and backend infrastructure to identify automation opportunities. Then, we structured common service journeys into guided WhatsApp conversational flows, connected them via backend APIs for real-time data access, and implemented SMS delivery for customers outside conversational channels.
While all that was happening, we also developed a mobile app to extend self-service access. Finally, we tested the full ecosystem across channels before rollout.
Result
The partnership delivered a scalable, multi-channel communication ecosystem that connects WhatsApp, SMS, and mobile app touchpoints directly to backend systems. Customers gained faster, more reliable access to essential services, while SSGC achieved greater automation, broader reach, and a more unified, reliable customer engagement experience.
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