How a SaaS Team Fixed Sales Handoff on WhatsApp With Rasayel
This fast-growing SaaS business used WhatsApp to talk to leads and customers. It worked… until it didn’t.
As the team grew, so did the gaps.
Leads were slipping through the cracks.
Support had no idea what sales had promised.
Managers were left guessing who replied last.
What started as a quick way to connect became a source of chaos. That’s when they realized they needed more than just the WhatsApp Business app. They needed a better way to track conversations, hand off leads, and keep their sales and support teams in sync.
Here’s how they fixed the mess and made sales and support work as one.
Company snapshot
| Field | Example |
|---|---|
| Company | Fast-growing SaaS company |
| Industry | B2B SaaS (HR tech) |
| Team Size | 15 SDRs, 6 AEs, 4 CS agents |
| Location | UAE + LATAM sales markets |
| Channels | WhatsApp as a primary sales/service tool |
| CRM | HubSpot |
The problem
This HR tech company was using WhatsApp to talk to customers, but messages were scattered, ownership was unclear, and important details were easy to miss. Conversations were happening, but nobody had the full picture.
Here’s where things were breaking down:
- SDRs and AEs had no shared view of customer conversations
- Leads got lost during handoffs from SDR to AE to support
- Support agents had zero context about previous messages
- Managers couldn’t track ownership, response times, or follow-ups
- Internal communications were scattered across Slack and WhatsApp groups
- CRM updates were done manually. Reps had to screenshot and upload everything
The result? Missed follow-ups turned into missed revenue, and no one could say where things went wrong.
The turning point
For a growing software company selling over WhatsApp, even one missed demo had a real impact on revenue. One such case with a $20K ARR prospect was the final straw. The SDR had qualified the lead but forgot to notify the AE. The AE never followed up. The customer went silent.
In another case, support spent time trying to fix a problem that could’ve been avoided. The customer had already raised their expectations during the sales process, but support never saw those chats.
That’s when the team realized the real issue wasn’t people. It was the lack of a shared system. No visibility, no accountability, and no easy way to hand off conversations.
They didn’t need more tools. They just needed one that worked for the whole team.
The solution
After missing a key demo and losing a high-value customer, the team knew they couldn’t keep patching things together. They started looking for a better way to manage their conversations. They knew they needed something that worked with WhatsApp, supported both sales and support, and gave managers the visibility they needed.
They explored general helpdesk software and CRM add-ons but quickly realized they were either built only for support or didn’t integrate well with WhatsApp.
At the end, they decided to try centralizing their team collaboration with Rasayel, a platform built around WhatsApp, with clear ownership, smooth handoffs, and real-time CRM sync. It checked all the boxes, so they decided to give it a try.
Instead of using personal WhatsApp accounts, Slack messages, and scattered spreadsheets, the team brought everything into one place.
Shared inbox
Sales and support started working from the same shared WhatsApp inbox. Now, everyone could see the full conversation, so it was clear what had been said, who responded last, and what was still pending. If a customer reached out, whoever picked it up knew exactly what had been said.
For example, if a customer messaged during onboarding, the support agent could scroll up and immediately see what the AE promised.
This B2B SaaS company uses HubSpot as their CRM, so everything needed to stay in sync. With Rasayel, all chats are logged automatically, so the CRM always reflects what’s happening in the inbox.
Moreover, they used a shared set of tags, such as qualified, demo_scheduled, and needs_support. These tags helped everyone quickly see where a conversation stood and what action was needed. Managers were now able to use role-basedd views of the inbox and filter conversations by tag, stage, or owner. This gave them a clear picture of what’s happening.
Conversation Assignments
With Rasayel, each conversation had a clear owner. Once an SDR qualified a lead, they assigned it directly to an AE. When the deal closed, the AE passed it to support. Managers didn’t have to guess who was on what. They could open the inbox, see assignments, and quickly spot delays or issues.
During handoffs, reps used internal notes and mentions to leave context, like how the lead was qualified or what the customer asked for. That way, the next person in line had everything they need without needing to follow up separately.
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The results
One month in, this UAE-based SaaS company was already seeing tighter handoffs and fewer delays. Managers could simply open the inbox, see who owned each chat, and quickly spot anything that was stuck or overdue. Handoffs were smoother, updates were clearer, and the team could finally focus on selling and servicing customers efficiently.
“Once we had clear handoffs in place, leads stopped falling through. Everyone knows what they’re responsible for, and it’s easy to catch issues early.”
Rafael Costa, Head of Revenue Operations at a B2B SaaS company
The numbers tell the rest of the story:
- 47% faster response time during SDR-to-AE handoffs
- 100+ leads recovered each month through better tag visibility
- Zero duplicate outreach after introducing assignments
- 2X faster onboarding for new support agents
- Team syncs now take 10 minutes, down from 45, because status updates are already visible
“With Rasayel, our sales and support teams finally work in sync. Everyone follows the same process, and nothing gets lost along the way.”
Amina Nasser, Sales Enablement Manager at a B2B SaaS company
Your team could run like this too
This WhatsApp-first SaaS company made one important change: they aligned their sales and support teams around a single inbox, with clear ownership and shared context. With the right setup, they turned daily WhatsApp conversations into a smooth customer journey from first message to ongoing support.
One inbox. Clear ownership. Smooth workflows.
Miodrag is a seasoned WhatsApp marketing expert with over 15 years of experience in B2B sales and communication. Specializing in the use of WhatsApp Business API, he helps businesses use WhatsApp’s marketing features to grow their sales and improve customer engagement. As one of the early adopters of WhatsApp Business, Miodrag has a deep understanding of its tools and strategies, making him a trusted authority in the field. His insights have helped many businesses with their communication strategies to achieve measurable results.
