A Global Leader in HVAC Solutions Accelerates Omnichannel Customer Engagement 

The Challenge

A global leader in HVAC solutions aimed to modernize its customer engagement operations by integrating Genesys Cloud with SAP Customer Experience across key service channels: voice, web messaging, and WhatsApp. 

While inbound and standard outbound channels worked as expected, a critical issue arose: WhatsApp messaging, which is crucial for the company’s service workflows and customer notifications strategy, was unsupported. This gap forced agents to rely on slow, manual workarounds that involved opening the Genesys full client and sending WhatsApp messages individually — a process that significantly hampered productivity. 

The Solution

Softphone provided a tailored and efficient solution by implementing its standard SAP Customer Experience (C4C) Connector and enhancing it with a custom Configurable Interface designed specifically for outbound WhatsApp interactions. 

Within just ten days, Softphone developed an interface that enabled agents to select or pre-fill the customer’s phone number, trigger a predefined WhatsApp message via a custom data action, and immediately view the delivery status directly within SAP Customer Experience. 

This approach bypassed limitations while maintaining a simple, agent-friendly workflow fully aligned with existing SAP Customer Experience processes. By leveraging customer-developed data actions, the Configurable Interface ensured secure, reliable message delivery from within the CRM environment without increasing operational complexity. The solution was deployed quickly, with minimal disruption to business and immediate usability for service teams. 

The Impact

The customer now operates a smoother, more efficient digital engagement workflow, with outbound WhatsApp messaging embedded directly into SAP Customer Experience. Agents no longer need to switch tools or manually send messages from the Genesys client, and the time required to deliver outbound notifications has been greatly reduced. 

The transformation delivered clear and immediate benefits: 

• Faster workflows, with outbound WhatsApp interactions becoming significantly quicker and easier. 
• Higher agent productivity, thanks to the removal of manual processes. 
• Improved customer responsiveness, enabled by rapid outbound communication embedded directly into SAP Customer Experience. 
• Consistent omnichannel operations, with all key channels — voice, web messaging, and WhatsApp — unified under a single, streamlined system. 

By combining a standard integration with targeted Configurable Interface innovation, Softphone delivered a future-ready solution that empowers one of the world’s leading HVAC brands to provide faster, more connected customer service at scale.