Case studies

Twelve sectors, one pattern that keeps repeating.

Different queues, different rules, the same three moves: pull every channel into one inbox, take the repeat questions off the team, then let the follow-up run itself. What changes is the sector, and the numbers it moves.

Book a demo Browse the sectors

12 sector stories · 5 channels · from a 6-store retailer to a 40k-shipment courier

Soxio executive dashboard showing conversation volume, revenue attributed to chat, and team workload

sectors documented

channels unified

product screens

Executive dashboard: Volume, revenue attributed to chat, and team load for the day, refreshed as conversations arrive.

Index

Every deployment on this page.

Twelve sectors, listed in the order they appear below. Each row carries the size of the operation, because that is usually what decides whether a setup fits yours.

By sector

Twelve deployments, in the order we'd run yours.

Filter by sector to see the channels each team connected, what the bot took over, and the numbers that moved. Open any card for the full story.

All 12 sector stories

Executive dashboard

01Retail & E-commerce

Order status answers itself, so the floor team stays on the floor.

One WhatsApp number for six stores and three marketplaces, with the bot clearing size, stock, and delivery questions before an agent ever opens the thread.

Multi-store fashion retailer · Jakarta · Bandung
6 stores · 3 marketplaces · 24 agents

62%chats contained by the bot

The situation

Six stores shared a single phone number. Agents spent the first hour of every shift copying tracking numbers out of three marketplace dashboards, while shoppers on WhatsApp waited hours for an answer a bot could give in seconds.

62%

chats contained by the bot

4 min

median first reply

3.1×

repeat orders from broadcast

What they run

01
One number in, six stores out
Every incoming chat lands in the shared inbox and routes to the store the customer picked, with order history, size, and city already attached to the contact.
02
The bot takes the repeat questions
Size guides, stock checks, and delivery status are trained on the brand's own FAQ and marketplace help pages, then escalate to a human after two failed attempts.
03
Broadcast for drops and restocks
New-arrival campaigns go to segmented audiences (by city, by size, by last purchase) from the same console the agents reply in.

“The bot took the tracking-number question off our plate. My team spends the shift selling instead of copy-pasting.”
Retail operations lead

Channels: WhatsApp · Instagram · Web chat
Running: Shared inbox · AI agent · Broadcast · Segments · Reports

Ask for the retail & e-commerce benchmark

Tickets & SLA

02F&B & Restaurants

Reservations, catering, and complaints in one queue, per outlet.

Twenty-two outlets kept twenty-two separate phones. Now each branch answers its own guests while head office sees every conversation in one ruled queue.

Casual dining group · Surabaya · Gresik
22 outlets · 1 central kitchen

90 secticket first response, from 18 min

The situation

Catering enquiries landed in one outlet's phone, reservations in another, and a complaint in the south side nobody saw until the review went public. Head office had no way to audit how fast any branch replied.

90 sec

ticket first response, from 18 min

96%

tickets resolved inside SLA

31k

guests reachable per broadcast

What they run

01
Outlet-level routing
Each outlet keeps its own identity and agent list in the inbox, so a guest always talks to the branch that will serve them.
02
Tickets with an SLA clock
Complaints open a ticket with an owner and a deadline; anything past target escalates to the area manager automatically.
03
One broadcast, not twenty-two calls
Weekly menus and promo codes go out to the guest list in a single scheduled job, with delivery counted per outlet.

“Head office sees every outlet at once, and the branch managers stopped forwarding screenshots to each other.”
Area manager

Channels: WhatsApp · Instagram · Web chat
Running: Shared inbox · Tickets & SLA · Broadcast · Reports

Ask for the f&b & restaurants benchmark

Trainable AI agent

03Clinics & Healthcare

Booking, reminders, and triage before the receptionist picks up.

Reception desks answered the same three questions all day and no-shows ate a fifth of the schedule. The bot now books, reminds, and hands anything clinical straight to staff.

Dental clinic network · Jakarta · Tangerang
7 branches · 41 practitioners

−38%no-show rate

The situation

Price lists, opening hours, and slot availability consumed the front desk. Appointment reminders depended on someone remembering to send them, and a missed reminder was a lost chair-hour.

−38%

no-show rate

71%

enquiries contained by the bot

1,900

reminders sent per month

What they run

01
Triage with clinical boundaries
The bot answers pricing, preparation, and aftercare from the clinic's own documents, and hands over within one message the moment a question turns clinical.
02
Reminders that stick
Booking details and patient identifiers sit on the contact record, triggering reminders at H-1 day and H-2 hours on WhatsApp.
03
Follow-up is a ticket, not a note
Post-treatment check-ins open one ticket per patient, so aftercare never depends on someone's memory at the end of a shift.

“The bot never gives medical advice. It books, reminds, and escalates. That was the condition our practitioners set, and it holds.”
Clinic operations manager

Channels: WhatsApp · Web chat · Instagram
Running: AI agent · Tickets & SLA · Reminders · Contact records

Ask for the clinics & healthcare benchmark

Broadcast console

04Beauty & Wellness

Promos that fill the quiet hours instead of flooding the inbox.

Offers used to go from a personal phone to the entire list, so a packed Saturday got the same discount as a dead Tuesday morning. Segments fixed the targeting.

Salon and spa chain · Denpasar · Jakarta
9 locations · 120 therapists

+27%weekday bookings

The situation

The chain had one enormous contact list and no way to slice it. Every promotion was a manual blast, and the therapists were rescheduling bookings by hand whenever a guest replied.

+27%

weekday bookings

2.4×

promo click-through

−45%

manual follow-ups

What they run

01
Segments built from behaviour
Contacts are tagged by last visit, treatment, and city, so a weekday offer only reaches guests who actually book on weekdays.
02
Scheduled, never manual
Monthly promos queue in the broadcast console with delivery and read counts per location.
03
Reminders on autopilot
Every confirmed booking gets a reminder and a reschedule path; cancellations free a slot the front desk can refill from the same thread.

“We stopped blasting everyone. The same budget now fills Tuesday afternoons.”
Marketing lead

Channels: WhatsApp · Instagram
Running: Broadcast · Segments · Reminders · Reports

Ask for the beauty & wellness benchmark

CRM & pipeline

05Education & Courses

3,200 admission enquiries a year, answered in the same thread.

Every intake brought the same questions about schedules, fees, and placement tests. Enquiries arriving after 8pm used to be cold by morning. Now they are a call list.

Language and test-prep school · Bandung · Online
14 intakes a year · 3,200 students

3.2kleads filed without admin typing

The situation

Admissions ran on a spreadsheet and personal WhatsApp accounts. Nobody could tell which counsellor had followed up, and evening enquiries were routinely answered two days late.

3.2k

leads filed without admin typing

68%

enquiries answered after hours

−52%

admin hours per intake

What they run

01
Placement flow inside the chat
The bot screens each enquiry, collects level and preferred schedule, and drops a ready-to-call lead into the admissions pipeline.
02
Pipeline with owners
Each lead carries a stage and a counsellor, so the follow-up list is a filtered view rather than a shared spreadsheet.
03
Cohort reminders at scale
Timetable changes and payment reminders reach exactly one cohort in a single broadcast, per class and per campus.

“The overnight enquiries used to be dead leads. Now the counsellors start the morning with a call list.”
Admissions coordinator

Channels: WhatsApp · Instagram · Web chat
Running: AI agent · CRM pipeline · Broadcast · Reports

Ask for the education & courses benchmark

Broadcast console

06Events & Ticketing

One broadcast per event, thousands of confirmations handled.

Confirmations, venue questions, and refund requests all arrived in one personal WhatsApp on event day. Now they are a scheduled send and a queue with owners.

Event and webinar organiser · Jakarta
60+ events a year · 18 staff

12kconfirmations per season

The situation

Every event ended with hundreds of unread messages and a staff member scrolling to find the refund requests. Confirmation emails were sent manually, and attendance reminders were often forgotten entirely.

12k

confirmations per season

80%

day-of questions self-served

refund requests missed

What they run

01
Broadcast with delivery proof
Confirmation, e-ticket, and reminder messages go out on schedule, with delivery and read counts per event.
02
Self-serve answers
Venue maps, dress codes, and refund rules are answered by the bot from each event's own FAQ.
03
Day-of issues as tickets
On-site problems open a ticket assigned to the operations desk with the attendee's order attached.

“Event day used to be 400 unread messages. Now it is a queue with owners.”
Event operations lead

Channels: WhatsApp · Email · Instagram
Running: Broadcast · AI agent · Tickets & SLA

Ask for the events & ticketing benchmark

CRM & pipeline

07Property & Real Estate

Every listing enquiry becomes a lead with a stage and an owner.

Leads arrived from portals, Instagram, and site signage into a dozen different phones. Now each one carries its listing, its channel, and the agent who owns it.

Residential sales agency · Jakarta · Bogor
120 active listings · 35 agents

1.8×viewing-to-offer rate

The situation

Attribution was guesswork. Nobody could say which portal or which listing produced viewings, and quiet leads were never nudged because no one was watching them.

1.8×

viewing-to-offer rate

−61%

first response time

100%

leads attributed to a listing

What they run

01
Capture with source attached
Every enquiry lands in the CRM with the listing, channel, and agent recorded, so the report reflects reality instead of memory.
02
Viewing pipeline with nudges
Stages run from enquiry to site visit to offer, with an automatic follow-up task if a lead goes quiet for three days.
03
Listing broadcasts
New listings go to buyers whose saved criteria match (budget, area, bedroom count) from the same console.

“We finally know which portal and which listing pays for themselves.”
Sales director

Channels: WhatsApp · Instagram · Web chat
Running: CRM pipeline · Broadcast · Shared inbox · Reports

Ask for the property & real estate benchmark

Tickets & SLA

08Automotive & Workshops

Service reminders that bring the car back before the warranty ends.

Service books lived per branch, so a customer who moved cities got no reminder and no follow-up on their quote. One shared record fixed both.

Dealer and service network · Semarang · Solo
4 branches · 62 technicians

+34%service retention

The situation

Vehicle history sat in four systems. Reminder calls happened when someone remembered, and quotes went cold without anyone noticing until the bay stayed empty.

+34%

service retention

2,400

reminders per month

−29%

idle bay hours

What they run

01
Service history on the contact
Vehicle, plate, and service dates live on one customer record that every branch can see and update.
02
Interval-based reminder campaigns
Reminders follow the manufacturer's service interval on a schedule, not on whoever has time to dial.
03
Quote follow-up as a ticket
Every estimate opens a ticket that closes only when the customer books or declines, so no quote silently expires.

“A customer who moves to Solo is still our customer. That used to be luck.”
Service manager

Channels: WhatsApp · Web chat
Running: Broadcast · Contact records · Tickets & SLA · Reports

Ask for the automotive & workshops benchmark

Trainable AI agent

09Logistics & Courier

“Where is my package?” answered without a human.

Two thirds of contact volume was a tracking question that meant opening another system and copying a status by hand. The bot answers it in seconds, in the customer's own language.

Third-party logistics provider · Jakarta · Surabaya
40k shipments a month · 55 agents

74%tracking chats automated

The situation

The contact centre was a status-lookup desk. Genuinely urgent cases (delays, damage, disputes) were buried in the same queue as routine tracking, so response times suffered across the board.

74%

tracking chats automated

−41%

contact centre workload

+0.6

CSAT points

What they run

01
Tracking on the customer's channel
A customer sends a receipt number and receives the current status immediately, in Indonesian or English, without leaving WhatsApp.
02
Escalate exceptions, not routine
Only delayed, damaged, or disputed shipments open a ticket, with the shipment record attached for the agent.
03
Delay notices before the complaint
When a route slips, affected customers receive a broadcast with the new estimate before they think to ask.

“The bot took the easy two thirds. My team now only handles the shipments that genuinely went wrong.”
Head of customer service

Channels: WhatsApp · Web chat · Telegram
Running: AI agent · Tickets & SLA · Broadcast · Reports

Ask for the logistics & courier benchmark

Tickets & SLA

10Travel & Hospitality

Five properties, five front desks, one thread per guest.

Guests booked on one channel and asked questions on another. Now each request reaches the property that owns the room, with the whole stay history attached.

Boutique hotel group · Ubud · Lombok · Labuan Bajo
5 properties · 210 rooms

−48%pre-arrival question volume

The situation

Messages sent to the group's main Instagram never reached the property with the room. Pre-arrival questions consumed the front desk, and in-stay requests were tracked on paper.

−48%

pre-arrival question volume

+22%

transfer attachments

4.7★

guest communication score

What they run

01
Property-level inbox
Each property answers its own guests while the group keeps a single view of every conversation and response time.
02
Pre-arrival upsell
Transfers, breakfast, and tours are offered after confirmation, priced per property and scheduled to send at the right hour.
03
In-stay requests as tickets
Late checkout, extra towels, and transfers open tickets the duty manager closes before the guest follows up.

“The request reaches the right property the first time. That is the whole win.”
Group general manager

Channels: WhatsApp · Instagram · Web chat
Running: Shared inbox · Tickets & SLA · Broadcast · Reports

Ask for the travel & hospitality benchmark

Live reports

11Financial Services

Reminders and collections that stay inside the rules.

Payment reminders used to leave from individual collector phones with no shared record. Now every message is templated, scheduled, and stored against the contract.

Multifinance company · Jakarta
26k active contracts · 90 collectors

94%reminders sent on schedule

The situation

In a regulated business, nobody could prove what had been sent to whom and when. Reminder volume depended on collector discipline, and reporting meant chasing ninety people for screenshots.

94%

reminders sent on schedule

−23%

overdue roll rate

100%

messages logged for audit

What they run

01
Templated, logged messaging
Every reminder is sent from an approved template and written to the contract record with a timestamp.
02
Segmented dunning sequences
H-3, due-date, and H+3 messages differ by risk bucket and go out on a schedule nobody has to trigger.
03
Audit-ready reporting
Volume, delivery, and response rate per bucket export in one report for compliance and the monthly review.

“Our auditors can see the whole reminder trail in one report. That alone paid for the migration.”
Head of collection

Channels: WhatsApp · Email · Web chat
Running: Broadcast · Templates · Reports · Contact records

Ask for the financial services benchmark

CRM & pipeline

12Manufacturing & Distribution

800 resellers ordering through the same pipeline as the sales team.

Resellers used to call their rep for stock, price, and lead time. Now those answers come from the catalogue, and reps only step in to negotiate.

Industrial tools distributor · Jakarta · Makassar
800 resellers · 12 sales reps

+19%repeat order volume

The situation

Availability and pricing lived in three files, so a rep could promise a lead time the warehouse could not meet. Reorder cycles depended on the reseller remembering to call.

+19%

repeat order volume

−2.1 days

from enquiry to quote

63%

enquiries self-served

What they run

01
Quote requests in the pipeline
Each reseller enquiry becomes a deal carrying SKUs, quantity, and the responsible rep, with the thread attached.
02
Bot answers stock and lead time
The catalogue and price list are the bot's source of truth, so routine availability questions never reach a rep.
03
Reorder campaigns on cycle
Resellers whose typical reorder window is open receive a broadcast with their usual SKUs and quantities.

“The reps stopped being a price list. They negotiate now.”
Commercial director

Channels: WhatsApp · Email · Web chat
Running: CRM pipeline · AI agent · Broadcast · Reports

Ask for the manufacturing & distribution benchmark

Sector stories are composites drawn from Soxio implementations: client names are withheld, every quote is attributed to a role rather than a person, and figures are the ranges reported by the teams running this setup. Ask us for benchmarks in your sector before you plan against them.

How it lands

The same four moves, whatever the sector.

Sectors change the questions and the routing rules. The order of work does not. That is why a clinic network and a courier can both be live on their first channel the same day.

01 / Day 0

Connect the channels

WhatsApp Business API, Instagram, Messenger, Telegram, and web chat connected to one inbox. One business number in, every conversation routed by team, outlet, or property.

02 / Day 1-3

File the work

Pipelines for leads, ticket levels for requests, SLA targets per team, and agent roles. This is the week the spreadsheet stops being the source of truth.

03 / Week 1

Teach the bot

Upload FAQs, price lists, and SOPs. Set what the bot may answer and when it must escalate. Test against last month's real chats before it replies to a customer.

04 / Week 2-4

Turn on the volume

Segmented broadcasts, reminders, and the reporting review. Most teams run their first campaign and their first weekly report inside the first month.

Forecast

Teams usually keep their old tooling running in parallel for the first two weeks while agents learn the inbox. Nothing is deleted until the reports agree with each other.

The product

The screens behind every story.

One console for the inbox, the bot, the pipeline, the tickets, the broadcasts, and the numbers. These are the actual screens. Open any of them and the theme follows the site.

Soxio Executive dashboard: Volume, revenue attributed to chat, and team load for the day, refreshed as conversations arrive. — Executive dashboardVolume, revenue attributed to chat, and team load for the day, refreshed as conversations arrive.

Soxio CRM & pipeline: Every enquiry becomes a deal with a stage and an owner, so follow-up is a view instead of a spreadsheet. — CRM & pipelineEvery enquiry becomes a deal with a stage and an owner, so follow-up is a view instead of a spreadsheet.

Soxio Tickets & SLA: Complaints and requests get a level, an assignee, and a deadline that escalates on its own. — Tickets & SLAComplaints and requests get a level, an assignee, and a deadline that escalates on its own.

Soxio Trainable AI agent: Answers built from your own documents, with the escalation rules you set, not a generic script. — Trainable AI agentAnswers built from your own documents, with the escalation rules you set, not a generic script.

Soxio Broadcast console: Scheduled campaigns to segmented audiences on WhatsApp and email, with delivery reporting per send. — Broadcast consoleScheduled campaigns to segmented audiences on WhatsApp and email, with delivery reporting per send.

Soxio Live reports: Per-agent performance, bot containment, and the lead funnel, exportable for the weekly review. — Live reportsPer-agent performance, bot containment, and the lead funnel, exportable for the weekly review.

Screens shown in demo data. Every workspace is configured per account: your channels, your pipelines, your SLA targets, your language.

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