How a 7-Branch Mobile Retailer Unified Sales, Service & Support with WAB2C Multi-Agent Dashboard
From scattered WhatsApp numbers to centralized excellence - MobileMart transformed customer experience across 7 locations, increased retention by 45%, and created a Rs 12L/month premium repair revenue stream.
About MobileMart
MobileMart is a leading mobile phone retailer in Lahore with 7 branches across the metropolitan area - Gulberg, DHA, Model Town, Johar Town, Township, Iqbal Town, and Faisal Town.
They sell all major brands including Apple iPhone, Samsung Galaxy, Xiaomi, OPPO, Vivo, and Realme - from budget devices to flagship models. Beyond sales, they offer repair services, accessories, and trade-in programs.
With 21 support staff across branches and 45,000+ customers, they needed a solution to unify their customer communication and create a premium service experience.
Quick Facts
- 7 branches across Lahore
- 21 support agents
- All major mobile brands
- Sales, Service & Repairs
- 45,000+ active customers
- Authorized service center
The Challenge: 7 Branches, Zero Unity
Each branch was an island - separate WhatsApp numbers, no shared customer history, and inconsistent service quality that frustrated customers and limited growth.
7 Branches, 7 Silos
Each branch operated independently with separate WhatsApp numbers, making it impossible to track customer interactions across locations.
Lost Customer History
When customers visited different branches, staff had no visibility into previous purchases, repairs, or conversations.
Inconsistent Support Quality
Support quality varied across branches - some responded in minutes, others took hours. No standardized processes.
Repair Status Chaos
Customers had to call repeatedly for repair status updates. Staff wasted hours on status inquiry calls.
No Premium Service Tier
High-value iPhone and flagship Android customers received the same service as budget phone buyers.
Zero Analytics
No way to measure response times, customer satisfaction, or identify top-performing branches and agents.
The Breaking Point
"A VIP customer bought an iPhone 15 Pro Max from our DHA branch. Two weeks later, he visited Gulberg for a screen protector. The staff had no idea he was a premium customer - treated him like a first-time buyer. He complained on social media. That's when we knew we needed to change everything."
— Operations Manager, MobileMart
The WAB2C Solution: Centralized Multi-Agent Power
One dashboard, 7 branches, 21 agents - complete visibility and seamless customer experience across all locations.
Centralized Multi-Agent Dashboard
All 7 branches connected to one unified WAB2C dashboard. Every conversation, every customer, every branch - visible in one place.
Single view of all branchesSeamless Agent Switching
Support staff can transfer conversations between branches without the customer ever leaving WhatsApp. Customer sees continuous chat.
Zero friction handoffsSmart Device Registration
Every device sold is registered with IMEI, warranty details, and customer profile - accessible by any branch instantly.
Complete device historyPremium Repair Tracking
Automated updates at every repair stage - received, diagnosed, parts ordered, in-progress, quality check, ready for pickup.
Real-time status updatesVIP Customer Tier
Premium iPhone and flagship Android customers get priority routing, dedicated support agents, and exclusive offers.
Elite customer experienceBranch Performance Analytics
Real-time dashboards showing response times, resolution rates, customer satisfaction, and revenue per branch.
Data-driven decisionsThe Game Changer: Seamless Agent Switching
When a customer starts a conversation at the DHA branch but needs service at Model Town, the agent simply transfers the chat - with complete history intact. The customer never leaves WhatsApp, never repeats themselves, and gets consistent service regardless of location.
- One-click branch transfer
- Full conversation history shared
- Customer profile visible
- Purchase & repair history included
Message Templates That Drive Results
25+ templates across sales, repairs, VIP service, and multi-branch coordination.
8-Week Implementation Journey
From scattered operations to unified excellence in just 8 weeks.
Setup & Integration
- Connected all 7 branches to WAB2C
- Unified customer database migration
- Agent onboarding and training
- Device registration system setup
Template & Automation
- Created 25+ message templates
- Repair tracking automation live
- VIP tier identification system
- Branch transfer workflow
Premium Services Launch
- VIP program announcement
- Express repair service launch
- Staff incentive program
- Customer feedback collection
Optimization & Scale
- Analytics dashboard refinement
- Agent performance tracking
- Customer satisfaction surveys
- Revenue optimization strategies
The Results: Transformation Achieved
6 months after WAB2C implementation - the numbers speak for themselves.
Customers return to MobileMart instead of competitors
Average first response across all 7 branches
New premium repair service revenue stream
Premium tier customers with higher lifetime value
Customers shopping at multiple branches
Reduction in phone calls for status updates
New Revenue Stream: Premium Repair Services
The real-time repair tracking and VIP service tier created an entirely new revenue stream. Elite customers gladly pay premium prices for express repairs with updates at every step.
"WAB2C's Multi-Agent Dashboard changed everything for us. Before, we were 7 separate shops. Now we're one unified brand. A customer can start a conversation in DHA, get their phone repaired in Model Town, and pick up accessories from Gulberg - all in one seamless WhatsApp thread. Our support team can switch between branches without the customer ever knowing. That's the power of centralization."
Key Takeaways for Multi-Branch Businesses
Centralize First
Before adding automation, unify your customer data. One dashboard, one customer view, regardless of which branch they interact with.
Create VIP Tiers
High-value customers deserve premium service. Automatic VIP identification and priority routing increases lifetime value significantly.
Service = Revenue
Repair tracking and premium service tiers aren't just customer satisfaction tools - they're revenue generators. Customers pay for transparency.
Seamless Handoffs
The ability to transfer conversations between branches without customer friction is the ultimate multi-location advantage. Customer stays on WhatsApp.
Ready to Unify Your Multi-Branch Business?
Whether you have 2 branches or 20, WAB2C's Multi-Agent Dashboard brings everything together. One dashboard, unlimited possibilities.