How Samaking is revolutionising aquaculture in East Africa with Flowcart

Content

Samaking is a farm to retail platform that sources fish directly from farmers and serves customers in B2B and B2B2C via their retail franchise network with an ambitious mission: to make fish the protein of choice in a market with high barriers to growth for farmers and fisherfolk. By leveraging Sukhiba’s platform, Samaking transformed their retail franchise customer journey, streamlined operations, and laid the groundwork for ambitious expansion plans.

The Challenge

Fragmented customer journey: Customers would call, leave emails, or text with inquiries and order placements. Responding to and handling the customer experience was fragmented and time-intensive for the Samaking team.

Expanded Operations: Opened a second store with Sukhiba continuing to play a key role in managing operations and customer interactions.

Efficient scaling: In anticipation of future growth plans, Samaking was expecting a significant increase in customer interactions. Their existing system was unable to handle this efficiently, with no clear ticketing system or high-level visibility across salespeople

The Solution

Samaking onboarded with Flowcart for the following product features:

WhatsApp Storefront

Flowcart provided a seamless shopping experience where customers could browse products, add items to their cart, edit their selections, and complete payments—all within WhatsApp. This streamlined the ordering process and reduced friction for customers, making it easier to shop

Broadcast Feature

Samaking used Flowcart’s broadcast functionality to send personalized messages to their customers, promoting products and offers and maintaining strong engagement.

Unified Communication Platform

Flowcart consolidated all customer interactions into a shared team inbox. This allowed team members to access messages from customers in one place, assign queries to the appropriate team member, and ensure timely and consistent responses