Context
A global manufacturer reaching customers and dealers over WhatsApp, with Salesforce as the system of record.
Problem
Conversations, consent and campaign history lived outside the CRM, making communication hard to coordinate, measure and govern.
Approach
- Integrating WhatsApp with Salesforce so messages, opt-ins and templates are tied to the customer record.
- Building the marketing and communication layer on top: audiences, journeys and reporting inside Salesforce.
- Designing for robustness first: failure paths, rate limits, retries and clear operational ownership.
Next step