Executive Summary
A leading company in the solar sector faced a growing challenge: its call center was overwhelmed. Twenty-five agents were handling over 12,000 monthly inquiries related to sales, technical support, and field visits. The challenge was not only to respond faster but to transform customer service into a true competitive advantage.
InterConnecta implemented an intelligent automation solution that integrated WhatsApp, OpenAI, Zoho CRM, and Zoho Desk into a unified, AI-powered service flow.
Main Results
- 85% fewer manual tasks
- USD 74,000 in annual savings
- 118% return on investment (ROI) in the first year
- 5.5 months payback period
Customer Challenge
The company’s accelerated growth had fragmented service processes: sales, support, and after-sales operated without traceability or centralized communication.
- 25 agents processing over 12,000 monthly interactions, mostly manually.
- 35% of opportunities were lost outside business hours.
- The average cost per manual interaction reached USD 4.50.
Management needed a comprehensive solution capable of offering immediate 24/7 support, reducing the operational load, and maintaining service quality without increasing headcount.
Implemented Solution
InterConnecta designed an Intelligent Automation architecture with four main components:
- WhatsApp AI Automation (OpenAI + Zoho SalesIQ): a 24/7 conversational channel with automatic request classification.
- Zoho Customer Relationship Management (CRM): automated creation and tracking of leads and opportunities.
- Zoho Desk: real-time ticket management with full traceability.
- InterConnecta AI Layer: natural language processing (NLP) models trained with FAQs, catalogs, and service policies.
The AI agent automatically classifies each conversation (sales, support, billing, or appointments) and, when appropriate, transfers the case to the assigned staff with all necessary context for immediate follow-up without loss of information.
Impact and Results
Operational Efficiency
| Metric | Before | After | Improvement |
| Average response time | 2 min 45 s | 9 s | ↓ 94% |
| Manual interactions | 12,000 / month | 1,800 / month | ↓ 85% |
| Cost per interaction | USD 4.50 | USD 0.65 | ↓ 86% |
| Annual operating cost | USD 135,000 | USD 61,000 | Savings ≈ USD 74,000 |
Productivity
- Sales agents manage three times more leads per day.
- The technical team reduced incident classification time by 60%.
- Field visits are scheduled automatically, with 30% fewer cancellations.
Return on Investment (ROI)
| Concept | Value |
| Initial investment (implementation + licenses) | USD 34,000 |
| Direct annual savings | USD 74,000 |
| Estimated ROI (1st year) | 118% |
| Payback | 5.5 months |
Assumptions: calculations are based on stable monthly volume. Savings reflect only direct support costs (labor + cost per interaction) and do not include additional gains from productivity or cross-selling.
Intangible Benefits
- Net Promoter Score (NPS): increased from 72 to 91 points in the first six months.
- Proven scalability up to 50,000 monthly inquiries without expanding the team.
- Knowledge base that evolves continuously thanks to AI learning.
Conclusion
The WhatsApp AI Automation + Zoho solution developed by InterConnecta turned this solar company’s customer service operation into a model of efficiency, profitability, and sustainable growth. Rather than replacing people, intelligent automation enhances their capabilities, speeds up response times, and multiplies the value the team generates every day.
Would you like to know how automation can improve customer service in your company?
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