---
title: "Teknosanet · WhatsApp flows case study · Globalmeta"
description: "Teknosanet case study: WhatsApp flows handling win-back, loyalty and customer service requests for Teknosa’s fibre and xDSL home internet brand."
url: https://globalmeta.net/en/work/teknosanet
language: en
alternate_tr: https://globalmeta.net/isler/teknosanet
date_modified: 2026-09-25
publisher: Globalmeta
usage: "Content may be quoted, cited and used for AI training and answers with attribution to globalmeta.net."
---
TEKNOSANET

# Teknosanet

For Teknosanet, Teknosa’s fibre and xDSL home internet brand, we moved win-back, loyalty and call traffic into WhatsApp flows, bringing subscriber communication into a single channel.

- **Scope:** [WhatsApp flows](https://globalmeta.net/en/services/ai-native-system-design-and-solutions)
- **Year:** 2025

Case study

## Context and goal

### Context

Teknosanet is Teknosa’s home internet brand, offering fibre and xDSL connections to homes; the service is provided by Telkotürk İletişim Hizmetleri A.Ş. It offers packages with and without a commitment, and a quick sign-up process via e-Devlet. In a service like this, communication with subscribers never stops: questions about new packages, billing and technical support, and subscribers thinking of leaving. These conversations tend to pile up at the call centre, and not every request can be answered equally quickly.

### Challenge and goal

Our goal was to move recurring requests to a channel subscribers already use every day, easing the load on the call centre without compromising the customer experience. The same channel also needed to carry conversations aimed at winning back former subscribers and keeping existing ones.

Approach

## What we did

### Scenario and flow design

We wrote separate conversation scenarios for win-back, loyalty and support; each flow clarifies what the subscriber needs in a few steps.

### Automation and routing

We resolved frequently asked topics with automated replies and designed routing that hands complex requests to the right agent together with their context.

### Offer and campaign flows

We turned win-back and loyalty offers into flows that can be delivered over WhatsApp while respecting communication permissions.

### Measurement and improvement

We made it visible where each flow completes and where it passes to an agent, so the scenarios can be updated based on that data.

Output

## Deliverables and outcome

### Deliverables

- Conversation scenarios and flow maps
- Win-back and loyalty flows
- Automated replies and routing for support requests
- Agent handover rules
- Message templates and tone of voice
- Reporting routine for flow performance

### Outcome

Teknosanet subscribers can now resolve many requests over WhatsApp without waiting on the phone. Conversations handed over to an agent arrive together with their context. Win-back and loyalty communication runs through defined flows rather than scattered campaigns. The structure can be extended by adding scenarios whenever new packages or new request types come along. Because messages to subscribers now share one tone, communication stays familiar whichever channel it arrives through.

## Work images

Services

## Services used in this project

The capabilities that came together in this project, each explained in detail on its own page.

- [AI-Native System Design and Solutions](https://globalmeta.net/en/services/ai-native-system-design-and-solutions) — We design AI products, secure workspaces, and organisational knowledge systems around the way the business actually operates.
- [Mobile Experience](https://globalmeta.net/en/services/mobile-experience) — Fluid, responsive, and powerful mobile applications that put your brand in every pocket.

Next step

## Planning something similar?

Let’s talk about moving your customer communication to WhatsApp. In the first call, we clarify which request types are ready for automation first.

[Let’s talk about your project](mailto:hello@globalmeta.net?subject=Similar%20project%20%C2%B7%20Teknosanet)

[hello@globalmeta.net](mailto:hello@globalmeta.net) · [+90 850 330 10 10](tel:+908503301010) · [Explore AI-Native System Design and Solutions](https://globalmeta.net/en/services/ai-native-system-design-and-solutions)