In today’s fast-changing digital landscape, small and medium businesses (SMBs) in India are constantly searching for smart, affordable ways to grow. WhatsApp, already a preferred messaging app for millions, is rapidly evolving into a powerful business communication tool—thanks to WhatsApp Business API and automation platforms.
This case study explores the journey of Shree Electronics, a fictional yet highly relatable neighborhood electronics shop in Indore. Over a span of three months, this 6-person business managed to grow its sales threefold using WhatsApp automation. From building customer segments to automating post-sale support, their strategy offers valuable lessons for MSMEs across the country.
Business Background
Name: Shree Electronics
Location: Indore, Madhya Pradesh
Industry: Electronics Retail (smartphones, accessories, home appliances)
Team Size: 6 members (3 sales, 1 cashier, 1 support, 1 owner)
Customer Base: A mix of daily walk-ins, phone-based repeat customers, and a manually built WhatsApp list of around 1,200 past buyers and local leads
The Challenges Before Automation:
- Promotions were sent via SMS or manual WhatsApp messages with no tracking
- No standard process for engaging new or inactive customers
- Customers had to call or physically visit for support or service requests
- Inventory updates and offers weren’t reaching buyers consistently
- Lack of digital system meant lost opportunities and unmeasured campaigns
Monthly sales averaged ₹6–7 lakhs, with the same customer base and little online discovery.
The WhatsApp Automation Strategy
Step 1: Onboarding with Interakt BSP
The business signed up with Interakt, a WhatsApp Business Solution Provider (BSP), at ₹999/month. Through Interakt, Shree Electronics was able to:
- Set up a verified WhatsApp Business API profile
- Manage contacts via a simple CRM interface
- Build quick replies and auto-chat flows
- Schedule and send targeted broadcast messages
- Get analytics on message delivery and customer engagement
Step 2: Segmenting the Customer Base
The team used their sales ledger and Excel sheets to categorize customers into:
- New Leads: Walk-ins, website inquiries, and new WhatsApp contacts
- Recent Buyers: Anyone who purchased within the past 60 days
- Lapsed Buyers: Those inactive for over 90 days
This segmentation allowed them to tailor their communication tone, content, and offers more effectively.
Step 3: Designing Chat Flows
They built automated keyword-based journeys such as:
- Greeting Message: Auto-reply with store timings, top deals, and product categories
- Offers Flow: A reply to “Offers” keyword showed deals across mobile brands
- Support Flow: Instant ticket creation for service issues, routed to support agent
- Product Inquiry Flow: Asked for budget + brand, then shared relevant products
Step 4: Consistent Broadcast Campaigns
Every week, they ran:
- Monday Deals: Combo offers on accessories
- Friday Flash Sales: Timed 4-hour exclusive discounts
- Festival Countdown Deals: Series of mini-offers leading up to Diwali
- Finance Fridays: Campaigns on EMI availability and warranty upgrades
Step 5: Post-Sale Automation
Using Interakt’s automation, customers received:
- Purchase invoice and warranty via WhatsApp instantly
- A feedback form link after 72 hours of purchase
- Service/maintenance reminder after 90 days
- Product care tips and cross-sell recommendations
Results After 3 Months
Here’s how WhatsApp automation impacted Shree Electronics’ key business metrics:
| Metric | Before Automation | After Automation |
|---|---|---|
| Monthly Sales | ₹6.5 lakhs | ₹18.7 lakhs |
| Customer Retention Rate | 22% | 54% |
| New Leads via WhatsApp | 60/month | 190/month |
| Broadcast Open Rate | 25% | 78% |
| Manual Follow-up Time | 3 hrs/day | 20 mins/day |
| Upsell/Accessory Orders | Low | 2x increase |
ROI on WhatsApp Spend: ₹999/month investment → ~₹12 lakh incremental revenue in 90 days
Key Takeaways for MSMEs
- Start with the Basics: A simple verified profile and broadcast system can create instant results.
- Segment Customers Smartly: Different messages for new leads and loyal buyers drastically improve engagement.
- Automate Common Tasks: Greeting messages, support routing, and FAQs save hours of work.
- Track What Works: Interakt’s analytics helped the owner see which offers had the most clicks and responses.
- Add Value Post-Sale: People appreciated quick receipts, reminders, and cross-sell suggestions.
- Think Local, Act Digital: By treating WhatsApp like a digital store counter, the brand expanded its influence without spending big on ads.
Final Thoughts
Shree Electronics’ success with WhatsApp automation proves that digital transformation doesn’t have to be expensive or complicated. For MSMEs, the power lies in choosing the right tools, segmenting wisely, and communicating consistently. Whether you sell smartphones, clothes, groceries, or services, WhatsApp can become your 24/7 sales and support assistant.
If you’re ready to launch your own WhatsApp automation journey, New Normal Concepts Pvt Ltd can guide your business with customized flows, API setup, and campaign strategies that fit your local audience.
Keywords: WhatsApp automation MSME case study, WhatsApp Business API retail India, Interakt success story, WhatsApp marketing local business, WhatsApp customer journey automation
