Islamabad, Mar 27, 2025: Eocean successfully deployed the WhatsApp Business Platform for Pakistan Telecommunication Company Limited (PTCL). A subsidiary of e& group has achieved global recognition from Meta, showcasing Pakistan’s digital transformation on an international scale.
This achievement highlights the effectiveness of Eocean’s Digital Connect, a customer engagement solution built on WhatsApp Business APIs, which automates interactions and enhances service delivery.
By integrating WhatsApp Business API, PTCL has provided millions of users with a seamless way to register complaints, resolve issues, pay bills, and explore additional services all through a simple WhatsApp chat.
This self-service approach not only improves user experience with instant, personalized support but also optimizes PTCL’s operations by reducing manual intervention.
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Key Achievements of the WhatsApp Business Integration
Between December 1, 2023, and November 30, 2024, the innovative WhatsApp-based service led to remarkable improvements in customer service efficiency:
- 31% decrease in direct customer service complaints due to automated troubleshooting.
- 10% reduction in dispatch service requests, thanks to WhatsApp Flows.
- 34% of customer issues resolved instantly, without the need for additional support.
As Pakistan’s first-ever case study recognized by Meta’s Business Partner program, Eocean’s collaboration with PTCL stands as a milestone for the country’s digital transformation journey.
Industry Leaders Speak on the Achievement
Syed Amir Jafri, CEO, Eocean, expressed his pride in the success of this initiative:
“Our partnership with PTCL reaffirms our commitment to driving digital innovation. Leveraging Meta’s platform, we have delivered faster, more customized services to millions of users, setting new industry standards. We are honored that Meta has recognized our efforts globally.”
Syed Atif Raza, Group Chief Commercial Officer, PTCL, emphasized the impact of automation:
“Innovation and customer satisfaction are at the core of PTCL Group. Our WhatsApp-based complaint system has transformed service efficiency and user experience. Meta’s acknowledgment reinforces our commitment to using technology for positive change.”
This landmark collaboration paves the way for widespread digital transformation, providing businesses with a scalable model for enhanced customer engagement.
Experience PTCL’s WhatsApp Chatbot
Customers can try PTCL’s automated WhatsApp service by messaging +923312181218. Businesses seeking similar personalized engagement solutions can visit Eocean’s website at https://eocean.net/.
