Discover how North Market increased customer engagement by 70% with Sinch Engage

North Market specializes in commercial outsourcing, helping businesses manage sales via phone and in physical stores. As a result, it handles thousands of conversations each month, many of which come through WhatsApp.

As the company grew quickly, it needed a better way to organize WhatsApp messages and respond to customers faster.

With Sinch Engage, they leveraged the WhatsApp API to scale and streamline customer messaging.

“It’s helping us improve not just quantitatively but also qualitatively – closing sales and making our staff happier and more satisfied with their work,” said Hugo Ruiz Mateo, Marketing and Communications at North Market.

North Market gets hundreds of questions from customers every day, but found that follow-up messages often got lost when phone calls went unanswered and emails went ignored.

Now, thanks to WhatsApp – the messaging app everyone in Spain carries with them all day – North Market reaches customers more easily and directly, offering immediate and timely follow-up.

North Market agents used to use WhatsApp on individual mobile phones. Even with only 30 employees, this setup was far from ideal, according to Hugo. Without a centralized platform, customer conversations kept getting lost, and when employees went on vacation, requests were left without proper follow-up or responses.

Over the last two years, North Market has grown tenfold. With around 300 employees managing over 1,000 points of sale, they needed a solution to organize communications and ease the daily workload of their sales support agents.

“We were looking for a global solution that was easy to implement within our organization, along with support throughout the process,” says Hugo.

North Market uses Sinch Engage to centralize all WhatsApp communication in one platform.

Getting started was easy, as Sinch Engage is a plug-and-play solution that requires no special IT knowledge. “If you know how to use WhatsApp, you can use Sinch Engage,” says Hugo.

After testing the waters with a single project, WhatsApp through Sinch Engage has become the company’s main communication channel, and it’s much easier to manage conversations between agents. With Sinch Engage, all interactions arrive in a centralized inbox. From there, messages can be assigned and distributed to team members. Information is accessible to everyone and ensures consistent follow-up on every customer interaction.

With the new system, North Market has increased customer engagement. Before using Sinch Engage, response rates were just 10–20%. Today, they’ve climbed to 70%.

In addition to using WhatsApp with Sinch Engage for customer service, North Market also sends WhatsApp newsletters through the platform. “Now we can better track the results of our campaigns with detailed reports and KPIs,” explains Hugo.

The team at North Market is all-in on Sinch Engage. Having everything in one place –conversations, notes, and follow-ups– makes it easy for agents to jump in, stay aligned, and support customers.

It’s saved the team time and improved the way they manage client relationships. Today, North Market uses Sinch Engage across their entire client portfolio.