Business Scenario
A pharmaceutical company's trade and institutional queries — from distributors, hospital procurement contacts and retail chemists — arrive through WhatsApp Business API alongside general public questions on Instagram and Facebook, and without a shared system, commercial teams can't tell a serious B2B stockist enquiry from a one-off product question, so high-value conversations get buried in the same inbox as casual DMs.
How Chronex360 Helps
- Capture every WhatsApp, Instagram and Facebook conversation as a lead or account record so distributor and retail enquiries are never mixed up with untracked chats.
- Tag and segment by Lead Source — distributor enquiries, institutional/tender interest, retail stockist questions and permitted follow-up communications — to compare which channel brings serious trade interest.
- Route B2B enquiries to the field/commercial team and general questions to support staff, using manual assignment or round-robin distribution.
- Use WhatsApp Chatflows to pre-qualify with quick replies (e.g., distributor vs. retail vs. general query) and route accordingly; Instagram and Facebook messages remain in the same shared queue for agent response.
- Create tasks and schedules for callbacks, sample requests or meeting follow-ups, with overdue items surfaced to the whole team.
- Maintain one combined history of calls, emails, SMS and social messages per account so a regional manager can see the full relationship at a glance.
How This Can Support Revenue Growth & Better Management
Commercial and support teams can log the general nature of a trade or public enquiry, route it to the right specialist, and keep scheduled follow-ups with distributors or institutions from being forgotten between visits.
Sales leadership can separate fresh leads from those already in conversation, compare rep responsiveness, and catch stalled distributor discussions before a competitor's field team gets there first.
Chronex360 turns an inbound WhatsApp or social message into a trackable opportunity with a source, an owner, a status and a follow-up trail; where the company sells sample kits or literature through a defined catalogue, that can be layered in selectively without turning trade relationship management into a storefront.
- A distributor, chemist or member of the public messages the company on WhatsApp, Instagram or Facebook after seeing a campaign or trade communication.
- Chronex360 records the lead with its source and channel, visible to the appropriate commercial or support queue.
- The lead is assigned, and a Chatflow can capture whether the enquiry is trade, institutional or general before a rep steps in.
- A team member reviews the full thread, sends a relevant template or catalogue reference, and schedules the next call or visit.
- The lead progresses through statuses such as New → Contacted → Qualified → Follow-up → Converted, matching the company's sales process.
- Management reviews source performance, rep response time and conversion trends to plan territory and campaign spend.
Implementation boundary: Do not use these conversations to record patient-level medical information, adverse-event details or other sensitive health data — this workflow is intended for trade, distributor and general commercial enquiries under a business CRM/engagement layer.
KPIs to Track in Chronex360
- Trade vs. general enquiries by source
- First-response time
- Distributor/institutional enquiry volume
- Follow-up completion rate
- Enquiry-to-order conversion
- Channel and territory performance