Manufacturing
Leading Agricultural Chemical Company Cuts Customer Service Workload by Almost 50%
Automated messaging solution helps agricultural chemical supplier streamline orders, reduce admin, and improve customer response rates.
The customer is a global agricultural chemical company, offering a wide range of solutions to customers across the world.
In Australia, their Agricultural Division customer service team faced a challenge in managing order confirmations for their 1,200 retail customers scattered across the country.
Due to the nature of agricultural product ordering, all orders are placed as ‘forward orders’ — sometimes as much as 12 months in advance — and require official customer confirmation before dispatch.
However, factors such as weather conditions and seasonal changes often impact customer stock requirements, meaning some orders may need to be adjusted, delayed or cancelled.
Previously, this process was highly manual, requiring customer service agents to call individual customers to confirm each order, resulting in significant time and resource demands.
Instead of focusing on strengthening customer relationships and identifying upsell opportunities, their CS team was spending hours each month chasing customers for order confirmations.
That’s until they turned to Soprano…
By using Soprano’s automated messaging platform, Whispir, the customer was able to completely overhaul its manual order confirmation process.
What once required hours of back-and-forth is now handled seamlessly through automated SMS — sent monthly to their wholesale network across Australia.
Customers can confirm, modify or delay orders, or request a callback, with a simple reply. Staff can also trigger these workflows via email using built-in templates, saving time and reducing errors.
To top it off, real-time delivery updates are now shared when third-party couriers receive the order, keeping everyone in the loop.
Thanks to Soprano’s automated messaging platform, the customer’s customer service team has been able to significantly reduce manual admin and shift their focus to more meaningful customer engagement.
What once involved hours of phone calls is now a seamless, self-serve experience for wholesalers — and it’s paying off. Customers are more responsive, the team is more efficient, and the feedback has been overwhelmingly positive.
Key metrics:
- – 70% average response rate to order confirmation SMS
- – 50% reduction in CS time spent chasing orders
- – Increased engagement through reply-based workflows
- – Strong positive feedback from end customers
As a team, we want to focus on a more proactive approach to relationship development. Using Soprano’s Whipsir platform enables us to automate our order confirmation process and allows the CX team to reduce transactional interactions, placing a stronger focus on strategic discussions with customers instead.
– Customer Service Lead
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