Case Study: Peñarol Athletic Club achieves faster customer service and lower call volumes with Sinch

How WhatsApp Business API helped Peñarol score the perfect customer service goal

Peñarol Athletic Club needed a way to keep tens of thousands of fans updated without overloading its call center with repetitive questions, especially around fixtures and account updates. The club, working with Sinch and using the WhatsApp Business API, looked for a familiar mobile channel that could deliver instant answers and reduce stress on support teams.

Sinch helped Peñarol integrate the WhatsApp Business API into its chatbot platform, enabling automated FAQs, personalized updates, and 24/7 fan communication. The results were strong: response times fell by 78%, call volumes dropped by 36%, 96% of interactions were handled without a live agent, and customer satisfaction increased by 32%, delivering major cost savings.

Peñarol Athletic Club

Álvaro Alonso

General Manager