Case Study: Varun Beverages streamlines dealer support with Haptik on WhatsApp

How PepsiCo’s Largest Global Franchisee Streamlined Dealer Support with WhatsApp

Varun Beverages Limited, a major PepsiCo franchisee, faced significant logistical challenges in maintaining and troubleshooting its vast network of visi coolers across thousands of outlets. They needed a high-volume solution to automate support requests, accurately capture asset data, and minimize manual errors to ensure service accountability and reduce downtime for their dealers.

The vendor Haptik implemented a WhatsApp-based conversational AI solution to streamline dealer support. This allowed outlet owners to instantly report issues and automate the ticketing process. The solution achieved 71% end-to-end automation of support requests, handled an average of 14,000 monthly conversations, and contributed to a 60% dealer satisfaction score, ensuring faster resolution times and optimal cooler performance.

Varun Beverages Limited

Siddharth Vaish

GM - Business Applications