From WhatsApp Web to Customer Excellence

Aroma di Montagna grew fast. What started with a single phone and a roast master personally answering inquiries quickly became an operational bottleneck. During harvest season and limited-edition coffee drops, hundreds of messages arrived simultaneously, leading to delays and missed sales opportunities.

The Challenge: Maintaining Proximity at Scale

The brand’s biggest fear was losing the “human touch” that set them apart. However, using traditional WhatsApp Web made it impossible for multiple agents to work collaboratively and stay organized under a single official number.

The Solution: Thiago Dias Crew

Thiago Dias implemented its official WhatsApp Business API platform, allowing Aroma di Montagna to take a massive leap forward in its CRM and sales operations.

1. One Official Number, Multiple Agents

Now, the entire sales and support team uses the same verified official account. Conversations are no longer trapped on a single physical device; they reside in the cloud, accessible from anywhere.

2. Intelligent Lead Routing

We implemented an initial screening flow that automatically routes customers to the correct department (wholesale, individual subscriptions, or technical brewing questions), dramatically reducing wait times.

3. Unified History and Context

Every agent has access to a customer’s full interaction history, ensuring that no one ever has to repeat information and that every conversation feels personalized and fluid.

Results: Conversions in Record Time

Since adopting the Thiago Dias Crew platform, Aroma di Montagna has seen a 70% reduction in initial response times and a 25% increase in conversion rates for leads coming from social media channels.

Is your business ready to professionalize its most important sales channel?