National Retail Group · 2026
A unified communication platform for every channel.
10,000+
Conversations Handled
Efficiently managed interactions
High Volume
Messages Processed
Seamless daily communication
Minimized
First Response
Sharply reduced wait times
Unlimited
Agents Supported
Designed for scaling teams
Service
Web & Applications
Year
2026
Client
National Retail Group
The client's support team was drowning in fragmentation: customer messages arrived across WhatsApp, Instagram DMs, email, and live chat, each in its own tool. Agents lost time switching tabs, conversations slipped through the cracks, and there was no single view of who was handling what.
We deployed and customized a self-hosted omnichannel workspace that funnels every channel into one shared inbox. We shaped it around the team's real workflow — routing rules by team, private notes and @mentions for internal handoffs, canned responses for repetitive replies, and business-hours and SLA rules so nothing goes unanswered.
The result is a single operational surface for customer communication: over 10,000 conversations handled in one place, sharply reduced first-response times, and headroom to add agents without paying per-seat SaaS fees. Because it runs on the client's own infrastructure, they retain complete ownership of every message and contact record.
We continue to operate and tune the platform — refining automations and reporting as conversation volume grows.