Case Study
GoodLiving Singapore
Case Study
GoodLiving Singapore
How GoodLiving Transformed Customer Support with Smart Automation
As GoodLiving Singapore grew in popularity, so did their customer queries. With a small team struggling with inquiries, follow-ups, and service calls, their manual system started to fall short. Twister Automation stepped in to design a custom automation solution using ChatGPT integration and a structured CRM pipeline resulting in faster responses, improved lead tracking, and better customer satisfaction.
Client Background
GoodLiving Singapore is a modern home appliance brand offering innovative smart laundry racks designed for modern urban lifestyles. Their products are known for space optimization, sleek functionality, and ease of use making them a popular choice in Singapore’s residential sector.
In addition to product sales, GoodLiving places strong emphasis on service excellence. Their business model includes:
- On-site consultations and site surveys
- Professional installation services
- Timely repair and maintenance support
- A dedicated after-sales service structure
To manage this, they operate with a rotational work schedule within their support department, ensuring service coverage throughout the week. As the brand continued to grow, maintaining personalized service and timely support became a priority laying the foundation for a scalable, tech-enabled solution.
Challenges
GoodLiving faced several roadblocks in scaling their customer experience:
High Volume, Limited Hands
Customer inquiries kept rising, but with limited staff available on certain days, responses and assignments were often delayed.
Manual Lead Assignment
Without an automated system, leads weren’t assigned based on availability, causing confusion and missed opportunities.
Missed Follow-Ups
No structured follow-up process meant many potential buyers dropped off without receiving timely engagement.
Untracked services
Service requests like surveys, repairs, and installations were untracked, as they weren’t linked to any central CRM.
Solution
Twister Automation analyzed their complete customer journey and delivered a custom-built automation system, combining the power of AI (ChatGPT) and CRM structuring.
ChatGPT-Powered Chatbot
Built and trained a chatbot to handle FAQs and common customer questions.
When needed, the bot could escalate to a human and create a task inside the CRM automatically.
Book Demo
Solution
Twister Automation analyzed their complete customer journey and delivered a custom-built automation system, combining the power of AI (ChatGPT) and CRM structuring.
ChatGPT-Powered Chatbot
Built and trained a chatbot to handle FAQs and common customer questions.
When needed, the bot could escalate to a human and create a task inside the CRM automatically.
Live Demo
Custom CRM Pipeline Design
Set up a detailed lead pipeline inside Kommo CRM with stages like:
- Follow-Up 1 → 4
- Future Follow-Up
- Site Survey
- Purchased
- Repair
- After-Sales Service
This allowed the team to track each lead or customer at every point in their journey.
More Benefits
Twister Automation provided hands-on training to the team. Ensured the system worked well with their schedule, service flow, and real-world challenges.
Smart Auto-Assignment Logic
Leads are now automatically assigned to the correct employee based on their working schedule. This ensures even on single-staff days, workload remains manageable.
Task and Note Automation
When human input is needed:
The chatbot automatically creates a task and note for the responsible user. Ensures nothing is missed and follow-ups happen on time.
Implementation
The system was implemented in three main phases:
Chat Integration
A GPT-powered assistant was trained on their specific FAQ and brand tone to handle customer queries naturally.
CRM Set-Up
Kommo was customized with multiple lead stages and automation rules personalized to GoodLiving’s workflow.
Training & Support
Hands-on guidance was provided to onboard the team and ensure smooth daily operations with the new system.
Results
Quick Response
Customer queries were answered instantly using a chatbot integrated with ChatGPT.
Automated Lead Assign
Leads were auto-assigned based on team availability and predefined working schedules.
Consistent Follow-Ups
A 4-stage follow-up process ensured timely engagement with every potential lead.
Service Tracking
Surveys, repairs, & after-sales services were managed directly within the CRM system.
Better Team Productivity
Workloads were distributed fairly across team members based on working day logic.
Higher Lead Conversions
Leads were nurtured effectively and resulted in more successful deal closures recorded.
Better Data Visibility
A centralized CRM dashboard gave clear insights into all lead and service activity.
Customer Engagement
Conversations felt personal, while automation helped scale support without extra effort.
Key Data Analysis
The impact of automation wasn’t just visible in day-to-day operations it was clearly reflected in the numbers. With structured lead handling, AI-powered conversations, and improved team coordination, GoodLiving Singapore saw measurable gains across their entire customer support funnel.
98.3% Lead Engagement Rate
98% leads were processed through the pipeline.
88–93% Retention in Follow-Up Stages
Most leads stayed engaged through the first 2 follow-ups.
Improved Lead Journey & Conversions
Leads were nurtured better, with more converting at the right stage.
Organized Service Tracking
Site visits, repairs, and after-sales were all tracked in one place.
Automated Workflow & Visibility
Follow-ups ran automatically with clear, real-time lead updates.
Lesson Learned
OpenAI/ChatGPT Integration is practical and effective for service-based businesses.
Custom CRM setups are far better than one-size-fits-all platforms.
Lesson Learned
OpenAI/ChatGPT Integration is practical and effective for service-based businesses.
Custom CRM setups are far better than one-size-fits-all platforms.
Follow-up structure and timing are critical for conversion success.
Automation doesn’t replace humans; it empowers them to focus on what matters.
Client Testimonial
“The system Twister Automation built has transformed our daily operations. From a manual mess to an organized, intelligent process we now handle customers faster and better. Our team is finally in control.”
— GoodLiving Singapore
Conclusion
With the right strategy and tools, even a small team can provide high-quality, scalable support. Twister Automation helped GoodLiving Singapore adopt a smart, automated system that brought clarity, efficiency, and professionalism to every interaction turning customer chaos into a well-functioning, high-conversion funnel.
Follow-up structure and timing are critical for conversion success.
Automation doesn’t replace humans; it empowers them to focus on what matters.
Client Testimonial
“The system Twister Automation built has transformed our daily operations. From a manual mess to an organized, intelligent process we now handle customers faster and better. Our team is finally in control.”
— GoodLiving Singapore
Conclusion
With the right strategy and tools, even a small team can provide high-quality, scalable support. Twister Automation helped GoodLiving Singapore adopt a smart, automated system that brought clarity, efficiency, and professionalism to every interaction turning customer chaos into a well-functioning, high-conversion funnel.
Next Steps
To explore the potential of CRM automation for your enterprise, reach out to Twister Automation at the following contact information:
Next Steps
To explore the potential of CRM automation for your enterprise, reach out to Twister Automation at the following contact information:
