Case Study: World Largest Automakers achieve unified in-app support and CRM integration with WhosOn

World Largest Automakers - Customer Case Study

WhosOn partnered with one of the world’s largest automakers (>$160B revenue) that needed a native, flexible support channel embedded across customer-facing mobile apps and the internal CRM. The challenge was to deliver real-time chat and video concierge functionality that sat seamlessly inside multiple applications and the agent desktop, with a rapid three‑month turnaround and close integration with the contact‑centre stack.

WhosOn delivered two in‑app chat implementations, a native video‑chat concierge with booking, a web concierge channel and a deep Salesforce CRM integration, supported by a custom API, sandbox testing and joint development with the contact‑centre provider. As a result, agents now handle chat, video and CRM from a single screen, customers access a wider range of in‑app support, integrations avoid data silos and boost agent productivity, in‑app engagement improved and overall multi‑system live‑chat costs were reduced.