Customer Engagement
How a retailer scaled WhatsApp outreach without removing staff review
A retailer now finds relevant customer events automatically and gives staff an AI-assisted WhatsApp draft to review before sending.
- 20,000+ customer records evaluated
- ~1,500 WhatsApp messages supported each month
- 300-600 records processed weekly
Services used
- Workflow and AI Automation
- System and API Integration
- Custom Software Development
The challenge
A multi-location jewellery retailer with a customer database of roughly 20,000 contacts relied on staff to manually run reports, identify customer events, write messages and send them one by one. The process consumed significant administrative time, created missed engagement opportunities and made tone consistency difficult because not every staff member was a native English speaker.
The solution
FINTIQ built a messaging system that checks CRM data for upcoming customer events. It prepares a tailored WhatsApp draft when it finds one. Staff review, edit if needed and send the final message from a web interface.
Outcomes
What changed after launch
- Customer milestones are now reliably detected and acted on.
- Automation removed manual reporting and repetitive message drafting work.
- AI-assisted drafts improved tone consistency across the team.
- More engagement opportunities are captured, including follow-up services that encourage repeat visits.
The client
The client is a multi-location jewellery retailer with a customer database of roughly 20,000 contacts. Customer engagement depended on moments such as birthdays, anniversaries and post-purchase service reminders, and store teams needed a way to scale outreach without losing personalization or quality.
Project goals
The system needed to automatically identify customer engagement opportunities, generate personalized draft messages for staff to review, improve brand consistency across customer communications, deliver messages through WhatsApp while keeping human oversight, and scale outreach across the full customer base.
Implementation
The platform was built to process a large customer dataset continuously and surface events as they become relevant. Human review remained part of the workflow so quality control stayed with the client team, while the architecture supports ongoing event detection and scalable outbound communication across multiple stores.
Key capabilities
The workflow supports birthday messages, birthday reminders for partners, anniversary messages, anniversary reminders, service reminders for jewellery maintenance and follow-up care, web-based staff review before sending, and AI-assisted message generation aligned to the retailer's tone.
Technology architecture
The solution uses integration middleware connected to CRM data, a PostgreSQL database, a web-based staff interface, AI-assisted message generation, WhatsApp message delivery and private hosting infrastructure.
Current status and next steps
The retailer now handles more customer outreach without asking staff to run reports and write every message. Future work could add more event types and related CRM workflows.
- Workflow and AI Automation
- System and API Integration
- Custom Software Development