How Wainwrights Accountants Transformed Client Communications with ClientWindow

Wainwrights Accountants is a professional team committed to taking the stress out of accounts and finances for its clients. Doing this has always included providing high levels of service with strong communications. However, recently client expectations have evolved and the team at Wainwrights noticed an increasing trend among their clients, as they began to prefer using WhatsApp as their main communications channel. This offered clients speed and convenience, but it also created operational challenges in managing and tracking conversations for their accounting teams.

To solve this and maintain excellent client services, Wainwrights implemented ClientWindow..  

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The Challenge: WhatsApp Conversations Without Oversight

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Wainwrights Accountants recognised that their clients loved using WhatsApp, it is quick, convenient, and far more responsive than email. However, this preference created significant challenges for the firm:

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• Messages were being sent to individual team members’ personal phones or standalone devices, making it difficult for line managers and senior staff to have oversight of messages.
• Siloed conversations meant key updates weren’t being shared with the wider team, leading to miscommunications.
• Important client requests and messages were being lost or missed, impacting efficiency and service levels.
• There was no central record of client interactions, making it harder to track conversations over time.

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While WhatsApp worked brilliantly for clients, it wasn’t sustainable for the firm. They needed a solution that allowed them to offer clients the convenience of WhatsApp messaging whilst improving visibility, oversight, and integration into their existing workflows.

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The Solution: Implementing ClientWindow

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In December 2023, Wainwrights Accountants implemented ClientWindow. The onboarding process was seamless, taking just two weeks - a quick turnaround that meant they were up and running before the start of the new year. ClientWindow provided a structured way to handle WhatsApp messages without disrupting the client experience.  

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Communications Benefits

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• WhatsApp conversations were no longer siloed or lost on personal or standalone devices but were accessible to the relevant teams, ensuring full visibility.
• When senior staff members messaged clients, the entire team could see and track the conversation, reducing miscommunication and improving response times.
• A structured approach meant no more lost messages, duplicated efforts, or delays in responses, enhancing overall client service.

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WhatsApp on the Wainwrights Website

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By using ClientWindow, Wainwrights was also able to introduce WhatsApp chat options on their website, instantly providing a frictionless way for new clients and prospects to get in touch.

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• Prospective clients no longer have to search for contact details or fill out lengthy forms as WhatsApp provides a direct and convenient way to start a conversation.
• By offering this easy and accessible contact method, Wainwrights increased inbound inquiries and reduced drop-offs from potential clients.

The Result: A Game Changer for Client Communications and Efficiency

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"ClientWindow has completely transformed how we communicate with both new and existing clients. It’s made conversations seamless, ensuring our team has full visibility without the chaos of siloed messages. Clients love the ease of WhatsApp, and we’ve seen a real boost in enquiries since making it even easier to get in touch. It’s been a game-changer for efficiency, service, and growth."

‍Ash Hall, Head of Product

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Since introducing ClientWindow, Wainwrights Accountants has transformed the way it manages WhatsApp conversations. Clients still enjoy the ease and familiarity of WhatsApp, whilst the team at Wainwrights now has a clear, structured system that keeps everything organised and accessible.

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No longer reliant on personal or standalone devices, client messages are securely stored and available to the right team members when needed. If a staff member is away, conversations don’t get lost or delayed. Senior managers can now see all interactions, ensuring a consistent and reliable service without second-guessing who said what.

Plus, by introducing WhatsApp onto the website, Wainwrights have also introduced an easy way for potential new clients to get in touch.

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The result? A smoother, more professional approach to client communication. Messages are handled faster, miscommunications are minimised, and compliance is no longer a headache. Wainwrights now spends less time worrying about lost messages and more time focusing on great client service and growing their business.