---
title: "Vero: WhatsApp sales | FMM case"
description: "Case study: Vero. Base analysis picks each customer’s upgrade, and the offer goes out on WhatsApp with the option to talk to an agent."
canonical: https://fmmdigital.com/en/cases/vero/
language: en
purpose: "Vero case study: problem, solution, technology and reported results."
topic: case-studies
updated: 2026-11-06
source_revision: 05709985791e
owner: FMM Desenvolvimento de Programas, Aplicativos e Websites Ltda
alternates:
  pt-BR: https://fmmdigital.com/cases/vero/
  en: https://fmmdigital.com/en/cases/vero/
---

Markdown version of [Vero: WhatsApp sales | FMM case](https://fmmdigital.com/en/cases/vero/). The HTML page is the primary version. Topic map: [Case studies](https://fmmdigital.com/en/topics/case-studies.md) · [Full map](https://fmmdigital.com/sitemap.md)

![Vero](https://fmmdigital.com/assets/cases/vero/logo.webp)

# Upgrade offers sent on WhatsApp to each customer in the base.

Base analysis picks each customer’s upgrade, and the offer goes out on WhatsApp with the option to talk to an agent.

**Client:**
Vero

**Solution:**
WhatsApp sales

**Technology:**
- Customer-base analysis
- WhatsApp chatbot
- Per-customer offer
- Hand-off to an agent

![Screens from the Vero project](https://fmmdigital.com/assets/cases/vero/cover.webp)

## The problem

Many customers in the base could move to a better plan, but approaching each one with the right offer would need a team dedicated to it.

## The solution

### 1. Base selection

Of the 19,472 customers in the file, 15,695 enter the campaign, each with one priority offer.

### 2. Message

The conversation opens with the offer and three options: accept, see other plans or talk to an agent.

### 3. Confirmation

The customer confirms the change seeing the current price, the new one and the difference.

### 4. Agent

At any step an agent takes over with the conversation history. Replying SAIR stops further offers.

## Results

- 15,695 customers in the campaign, each with their own offer
- 1.54% acceptance pays for the messaging cost
- 7 steps in the conversation flow

Calculated on commission per acceptance, excluding staff costs and taxes. The conversation shown is a demonstration.

## Screens

Demonstration conversation: offer and confirmation.

Full conversation flow.

## Talk to FMM

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