The growing family business Autoteile Bechtoldt offers its B2B customers high-quality car parts, tools and services at seven locations in Germany. Currently, 35 of the company's 90 employees are involved in customer communication.
Managing director Daniel Gilles believes that "if you want to meet your customers at eye level, you have to accept their communication channels". With Superchat, he can organise the use of WhatsApp Business across his growing team and fully analyse messaging performance.
How Autoteile Bechtoldt benefits from Superchat
- WhatsApp Business GDPR compliant with multiple numbers and users
- Clear team coordination in the universal inbox
- Cross-location monitoring in the analytics feature
- Fast and mobile working with the Superchat mobile app
Why did Autoteile Bechtoldt decide on Superchat?
Autoteile Bechtoldt wants to stand for first-class service and is facing new challenges in customer communication. They recognised the high demand for WhatsApp as an intuitive and responsive channel in their day-to-day business.
Customers voluntarily provided their WhatsApp numbers as contact details to facilitate interaction with the car parts retailer. For example, longer product or chassis numbers can be sent more quickly and securely with a simple WhatsApp photo than with a written email or phone call.
A problem arose during the initial testing of the WhatsApp Business app. Managing director Daniel Gilles lacked an overview of how his team was working and, more importantly, how they were performing in WhatsApp messaging.
At the end of 2023, Daniel Gilles came across Superchat and saw the messaging platform as a solution to better fulfil his leadership role. His 'aha' moment:
The many features of the universal inbox make it easy to coordinate teams in WhatsApp Business. Staff assignments, chat labels, status updates and thematically organised inboxes make parallel work in chat traceable and transparent. In addition, the analytics feature's comprehensive metrics allow for detailed messaging performance analysis..
Daniel Gilles was won over by the free trial period and, in particular, "the pleasant support experience" and moved his company to Superchat in 2023. Since then, the two companies have grown together.
Superchat success indicators
- Response time of less than 5 minutes across all sites
- More than 35,000 messages in the first 3 months
- Noticeable time savings due to reduction in telephone calls
- Reduction in potential sources of error
How Autoteile Bechtoldt uses Superchat
Superchat's universal inbox
In the universal inbox, the Autoteile Bechtoldt team bundles not only all WhatsApp business messages, but also all chats from Facebook, Instagram, Telegram and Google Business Chat.
The team can manage the communication of the individual locations and WhatsApp numbers centrally, but organise them in different mailboxes. Mailboxes can also be categorised thematically - for example, by chat labels, contact attributes, etc.
For clear team coordination, there are numerous features available to employees, such as employee assignments for chats or status updates (open, done, etc.). They enable error-free and fast messenger communication with 35 users working in parallel.
Superchat analytics
In his role as Managing Director, Daniel Gilles needs to be able to monitor communications in order to compare the performance of the different sites and continuously improve the quality of service.
The large number of KPIs allows the Managing Director to measure his personalised strategies in the analytics function.
The goal is an average response time of less than 5 minutes - a target set by the employees themselves, also based on personal experience. Thanks to the features of the universal inbox, employees have been successfully beating this target for weeks.
The Superchat mobile app
The Superchat mobile app allows the Autoteile Bechtoldt team to communicate on the move, rather than being tied to a fixed workstation.
This not only enables a faster response time to WhatsApp enquiries, but also allows a larger number of employees to be involved in messenger communication.
In addition to the mobile app, there is also the Superchat desktop app and the Superchat website to access the Superchat cloud service from anywhere and synchronise data regardless of device.