PepsiCo Franchisee Streamlines Support with WhatsApp Chat

Project details

Category
Date July 12, 2025
Website www.google.com
Author sozha_ai
How it works:

PepsiCo’s largest global franchisee adopted WhatsApp Business Platform to offer fast, reliable support to its vast network of dealers and distributors. Instead of relying on calls, emails, or manual paperwork, dealers could now raise issues, place stock requests, and get real-time updates—all through a familiar WhatsApp interface. This streamlined support and reduced dependency on field agents.
The system was equipped with automated workflows to manage frequent queries like inventory checks, invoice requests, and delivery tracking. When needed, it also routed high-priority issues to live support agents within WhatsApp. This hybrid automation helped the franchisee offer 24/7 assistance while maintaining a personal touch, enhancing dealer satisfaction and loyalty across markets.
PepsiCo’s largest global franchisee adopted WhatsApp Business Platform to offer fast, reliable support to its vast network of dealers and distributors.
PepsiCo’s largest global franchisee adopted WhatsApp Business Platform to offer fast, reliable support to its vast network of dealers and distributors.
Our challange:
Managing dealer relationships at scale was becoming increasingly complex. The franchisee received thousands of service calls every day—leading to long wait times, manual errors, and delayed responses. Field agents were stretched thin, and dealers lacked a consistent channel for quick resolutions. The challenge was to reduce friction, modernize communications, and offer 24×7 support—all without increasing support costs.
Why was WhatsApp selected for dealer support ?

WhatsApp is already widely used by dealers, making it the perfect channel for instant, two-way communication. It reduced training needs and ensured high engagement from day one.

What types of dealer queries were handled via WhatsApp ?

Everything from stock availability, order placement, payment status, and delivery schedules to issue escalations. Dealers could also request product catalogs or talk to a support agent in real time.

How were responses managed at scale ?

Using automated chat flows for common queries and smart routing for complex issues. This ensured quick responses, minimal delays, and a consistent experience—even during peak business hours.

Was the system integrated with internal tools ?

Yes. The WhatsApp platform was connected to internal CRMs and ERP systems, so dealers received accurate, real-time information about orders, invoices, and delivery tracking.

How was data privacy and compliance ensured ?

All dealer interactions were encrypted, securely stored, and fully compliant with data regulations. Access controls and audit logs were also implemented to protect sensitive business information.

Did dealers adapt quickly to the new system ?

Absolutely. Adoption was smooth because WhatsApp was already familiar. Within weeks, support tickets dropped significantly, and dealers reported faster resolutions and improved trust.
Achievement:
With WhatsApp integration, PepsiCo’s franchisee reduced dealer support resolution time by 60% and cut support call volumes by 45%. Dealers enjoyed faster service, fewer delays, and a more professional experience—directly impacting their satisfaction and retention. The initiative also helped optimize field staff efforts, allowing them to focus on sales rather than troubleshooting. WhatsApp became a central part of the franchisee’s digital transformation—delivering efficiency at scale while deepening relationships across its vast dealer network.