One inbox for every customer conversation
Replacing five staff phones and three tools with a shared WhatsApp, SMS and call inbox.
- faster first response
- 4×
- conversations on record
- 100%
- tools to manage
- 3 → 1
The challenge
Customer enquiries arrived through personal WhatsApp numbers, an SMS tool and phone calls. When staff were away or left, conversations and customer history went with them, and managers had no view of response times.
What we built
We deployed Tolkyn with a single WhatsApp Business number shared by the whole team, migrated and deduplicated their contacts into the phone book, and connected bulk SMS and cloud telephony so every interaction appears on one customer timeline.
How we did it
- 01
Discovery
Mapped every channel and the questions customers ask most often.
- 02
Migration
Moved contacts from phones and spreadsheets, removing duplicates.
- 03
Rollout
Trained the team in two short sessions and set up assignment rules.
The outcome
Managers now see response times and workload per person, follow-ups are tracked, and customer history stays with the business — not on individual phones.
“Before Tolkyn, our customer messages lived on five different phones. Now the whole team works from one inbox and nothing falls through the cracks.”
More work
All case studiesFees collected on time, without the queues
- of bursar time saved monthly
- 1 week
- payment matching
- Instant
- parent statements
- 24/7
Month-end close in days, not weeks
- to close the month
- 3 days
- stock and production costs
- Live
- payroll recalculations
- 0
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