Every relationship manager on their own number, none able to see another's clients

Samar Capital is a growing wealth management organisation in which relationship managers communicate directly with clients throughout the customer lifecycle. The business relies heavily on personalised, one-to-one client communication, making WhatsApp an important channel for RMs to engage customers, manage conversations and provide ongoing support.

Each RM communicates with assigned customers through their own official WhatsApp Business number. At the organisational level, supervisors and administrators monitor conversations, run compliance and quality checks, and manage users and permissions.

Scale WhatsApp communication across a growing RM team while maintaining privacy, security and centralised governance. With every RM on an individual WhatsApp Business number, managing access, ensuring RMs only see their own customer conversations, and giving management enough visibility had become increasingly difficult.