When OLB Impresiones uses the WhatsApp integration in Meta Business Suite Inbox to answer the high volumes of customers engaging through WhatsApp, they offer faster, more reliable responses to drive sales while improving internal workflow efficiency and productivity.
improvement in response times attributable to Meta Business Suite Inbox
more sales due to faster, more personalized responses in inbox
more productive and efficient due to optimized workflows
Making great impressions
Since its founding four years ago, printing company OLB Impresiones helps major corporations such as Coca-Cola, Starbucks, and Oxxo make the best impression on potential customers. A lean, efficient team creates banners that can cover billboards or drive-through menus, stickers and car wraps, as well as weather-resistant signage, along with other collateral.
Never miss a message
OLB Impresiones wanted to engage with customers who responded to ads across social media channels, including WhatsApp, which is widely popular in Mexico. To ensure the team never misses a message while keeping printing presses running, the company needed a streamlined way of consolidating and responding to messages across social media channels.
Working efficiently and gaining control
In only four years, printing company OLB Impresiones has helped international corporations as well as retailers local to Mexico make a memorable first impression to customers. OLB Impresiones creates everything from banners that can be spread over billboards or backlit for drive-through menus, stickers and car wraps, and weather-resistant aluminum signage, along with other collateral.
Knowing that WhatsApp is widely popular in Mexico, OLB Impresiones used Ads that Click to WhatsApp to engage with customers, while running ads on Facebook and Instagram. From his almost 20 years of experience as an IT professional, co-owner Patrick Sanchez is always curious about new technologies that improve work efficiency. OLB Impresiones was an early adopter of Meta Business Suite (MBS), using the platform to help develop ad content and manage messages from Facebook and Instagram.
However, many customers still preferred to reach out through WhatsApp, and three of the company’s seven employees had to balance their other job duties with managing the company’s message inbox. The company could only have three devices attached to the main account, with team members often using their personal devices – making it difficult to track who was answering messages at any given time.
When the WhatsApp inbox integrated with the MBS Inbox, Sanchez and his team jumped at the opportunity for a faster, more streamlined approach to connecting with customers that would also help efficiently organize internal workflows.
Through the WhatsApp integration into MBS Inbox, the printing business gains an omnichannel inbox that allows multiple team members to manage all WhatsApp, Messenger, and Instagram Direct messages in one easy-to-use dashboard. When a customer initiates a chat, they’re greeted with an automated message thanking them for reaching out and assuring them that a team member will be with them shortly. Conversations can be routed to individual team members who can respond from any web or mobile device – even while working out of the office.
“The integration of WhatsApp into MBS Inbox has driven a 15 percent improvement in our response times helping secure 10% more sales, while ensuring that we see all messages regardless of which channel our customers use, demonstrating that we value their business and their time,” says Sanchez.
To meet increasing volumes of customer inquiries, the company devoted one of its team members to answering messages full-time, allowing the other two employees to focus primarily on production. With expanded access to the company’s accounts through Inbox in MBS, this team member can work remotely in managing all inbound and outbound messages. Using the saved replies feature, OLB can automatically respond to frequently asked questions, such as hours and location, which enables its agent to respond to convert leads, faster.
With one team member taking primary ownership of the MBS Inbox, other team members are free to focus on key business development tasks, like price quotes, inventory, buying, invoice, and graphics work. Spared the time and labor-intensive process of manually replying to every message, team members can start developing the skills to truly specialize in areas of the business.
“With the enhanced productivity and time savings we’ve gained through MBS Inbox, we’re unlocking the potential to develop even faster, more efficient internal processes across the board. We’re 33% faster and providing consistent and customized responses to customers through MBS Inbox has already distinguished us from our competitors, proving that even a small team can have a wide impact,” says Sanchez.
While OLB Impresiones has the option to use MBS Inbox automated away messages, the company is considering expanding the team. Busy customers often view OLB’s ads after their own work day has ended, and adding a live agent in the evening fits with the company’s commitment to consistently excellent customer service. The team is also eager to explore tracking capabilities to determine which ads encourage the largest volumes of messages.
“Now that WhatsApp is integrated into MBS Inbox, we’ve gained incredible reach and versatility in communicating with our customers,” says Sanchez.
Faster Response Times and Better Lead Conversion
OLB Impresiones uses the WhatsApp integration in Meta Business Suite to improve message response times and offer faster, more consistent answers to customers engaging across social media channels. Simultaneously, the company gains greater internal efficiency and productivity.
- 15% improvement in response times attributable to Meta Business Suite Inbox
- 10% faster response times and better lead conversion
- 33% more productive and efficient due to optimized workflows
“ The integration of WhatsApp into MBS Inbox has driven a 15 percent improvement in our response times, while ensuring that we see all messages regardless of which channel our customers use, driving more sales."