--- title: "Surge in Demand Due to COVID-19 – A Success Story Using WhatsApp" id: "418" type: "post" slug: "surge-in-demand-covid-success-story-whatsapp" published_at: "2021-08-31T13:55:19+00:00" modified_at: "2025-12-08T18:43:05+00:00" url: "https://www.simpletech.uy/en/sobredemanda-covid-caso-de-exito-whatsapp/" markdown_url: "https://www.simpletech.uy/en/sobredemanda-covid-caso-de-exito-whatsapp.md" excerpt: "Our Wittybots platform was the solution for automating, via WhatsApp, the explosive demand faced by a laboratory during the COVID-19 pandemic." taxonomy_category: - "Innovation" taxonomy_post_tag: - "ATGen" - "Success Story" - "Chatbot" - "CHATBOTS" - "WhatsApp" - "Wittybots" --- [Read the full article here.](https://www.elobservador.com.uy/nota/el-whatsapp-para-empresas-es-clave-en-crisis-sanitaria-2020541092) **The Uruguayan platform WittyBots was the solution to automate the coordination of the explosive increase in demand for COVID-19 tests via WhatsApp** Due to the health emergency, inquiries about services and user conversations have skyrocketed for some companies. This is the case for the private laboratory ATGen, the first to conduct COVID-19 tests in the country. With the arrival of the coronavirus, "meeting the increased operational and communication demands for our services was the challenge we faced, so we considered WhatsApp support as an alternative, given its widespread use and immediacy," said Dr. Fabricio Sarlos, commercial director and partner at ATGen, a national biotechnology company. So they contacted SimpleTECH, the official representative of WhatsApp for Business, requesting support to handle the sudden surge in user inquiries about their services. "In light of the health emergency that began on March 13, we decided to make our expertise and solutions available to organizations and companies that provide essential services to society during this crisis," explained Matías Michelis, CEO of SimpleTECH, who leads the company alongside his partners—engineers Sebastián Hauret and Leonardo Pendás, and Dr. José Horta. In the case of ATGen, the WittyBots platform provided the solution to automatically serve, via WhatsApp, a large number of people who were in a hurry to schedule a COVID-19 test, manage payments, find out their diagnosis, or learn about other services. The number to contact ATGen via WhatsApp is 097 091 919, and it can be added as a contact; when users message it, the bot displays options and guides them through the procedure they wish to carry out—for example, allowing them to send proof of payment for the tests. **Users can also access laboratories or doctors for consultations.** The WittyBots omnichannel platform—"unlike other solutions that do not allow the company to control a chatbot’s interactions with its customers—we designed it so that anyone, regardless of their level of expertise, can automate conversations with customers, suppliers, and collaborators, optimizing processes and reducing costs through WhatsApp," he explained. In 2015, the company began developing WittyBots, and in 2019 it became SimpleTech’s flagship product when it secured official distribution rights for WhatsApp for Business. "Being official distributors of WhatsApp for businesses has allowed us to reach a new level of competitiveness and, at the same time, validate the robustness of our WittyBots platform," said Michelis. **Amazed by the speed** The automation that technologies such as WhatsApp and WittyBots can achieve allows humans to intervene only when necessary, freeing them from tedious tasks and allowing them to focus on other tasks where they add more value. "We are very happy with the results and amazed by the speed of the implementation. In just three days, they completed the project, set up the official account, and we had users interacting on WhatsApp," said Sarlos. "The results are there for all to see, and we can now focus our efforts on fighting the pandemic," he added. Meanwhile, SimpleTECH’s Director of Operations, Sebastián Hauret, explained that "the speed is due to the functionalities we develop within the WittyBots platform, which allow us to optimize development times for the user experience and integration with business systems (CRM, ERP, billing, etc.). Its intuitive interface makes it easy to add or modify interactions, and the changes are instantly reflected for the end user. The innovative Uruguayan company has been in business for over nine years and is now a leader in corporate communications, with clients in over fifteen countries. Its efficiency is evident: its own unified communications solutions allowed it, in less than two hours, to adapt the conditions so that its entire team could work from home. **Going for more** But since machines cannot replace humans, the development team worked on a new approach that maximizes the efficiency of customer service by integrating automation with human interaction. This is how the Multi Agent module was born. This WittyBots module allows human agents to serve up to four users simultaneously via WhatsApp; these users are automatically routed and assigned to a tray system based on their interest, priority, and other factors. "Our clients are beginning to use the Multi-Agent module. This includes SUMMUM, FUCAC, SAN CRISTOBAL SEGUROS, ACSA, UCM, MOSCA, and others. Their goal is to provide their users with the high level of service they’ve come to expect, while also being able to handle sensitive or unexpected situations that require human attention," concluded Michelis. ## We are revolutionizing the world of CX—join the transformation **We can help you with your business needs!** Leave us a message, and our experts will contact you. 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