{"id":30381,"date":"2025-10-08T15:40:52","date_gmt":"2025-10-08T15:40:52","guid":{"rendered":"https:\/\/help.chatecommerce.com\/sanitas-chat-center-ventas-por-whatsapp\/"},"modified":"2025-10-29T15:39:24","modified_gmt":"2025-10-29T15:39:24","slug":"sanitas-chat-center-whatsapp-sales","status":"publish","type":"post","link":"https:\/\/help.chatecommerce.com\/en\/sanitas-chat-center-whatsapp-sales\/","title":{"rendered":"From Lead to Customer: How Sanitas Improved Its Conversion Rates with ChatCenter and WhatsApp Sales"},"content":{"rendered":"\n

The shift in consumer habits has also transformed the way people purchase health insurance. Today, customers expect instant responses, clear information, and the ability to reach companies through the channel and at the time that suits them best.<\/strong><\/p>\n\n\n\n

In this context, Sanitas<\/strong>\u2014one of Spain\u2019s leading health insurance providers\u2014decided to embrace WhatsApp as a sales and customer service channel<\/strong>, partnering with ChatCenter<\/strong>.<\/p>\n\n\n\n

The Challenge: Adapting to a New Type of Customer<\/strong><\/h3>\n\n\n\n

Before implementing ChatCenter, Sanitas mainly relied on two acquisition channels: the traditional sales network and phone-based lead generation.<\/p>\n\n\n\n

However, new consumer behaviors and recent European regulations on telemarketing<\/strong> created the need for a faster, more efficient way to connect with potential customers.<\/p>\n\n\n\n

\n

<\/p>\n\n\n\n

\n \n \"Comillas\"\n <\/span>\n

\n Having the ability to serve potential clients effectively and on time required acting differently, always under the pressure or risk of losing a sale. In this scenario, adapting to the new ways customers interact is essential\u2014and WhatsApp undoubtedly marks a paradigm shift.\n <\/p>\n

\n \u2014 Miquel Cano Johera,
Head of Sales, Mediated Network D.E.R. Northeast, Sanitas\n <\/p>\n<\/div>\n<\/blockquote>\n\n\n\n

The Solution: An End-to-End Sales Model<\/strong><\/h3>\n\n\n\n
\"\"<\/figure>\n\n\n\n

A model that combines digital performance, human interaction, and conversational technology to guide the customer from search to contract signing.<\/em><\/em><\/p>\n\n\n\n

Sanitas has been working with ChatCenter for over a year under a comprehensive WhatsApp sales model<\/strong> that includes:<\/p>\n\n\n\n

    \n
  • Google Search Ads campaigns<\/strong> targeting users actively searching for health insurance.<\/li>\n\n\n\n
  • Custom landing pages<\/strong> tailored for each insurance type (family, dental, with or without copayment, etc.).<\/li>\n\n\n\n
  • Leads choosing their preferred contact channel<\/strong>, either a phone call or WhatsApp conversation.<\/li>\n\n\n\n
  • A dedicated operations team exclusively for Sanitas<\/strong>, trained to sell its products, manage contracts, handle renewals, and provide customer support.<\/li>\n<\/ul>\n\n\n\n

    This end-to-end system<\/strong> allows Sanitas to complete the full customer acquisition and conversion cycle within ChatCenter\u2014combining digital performance with human expertise.<\/strong><\/p>\n\n\n\n

    The Results: Greater Efficiency and Higher Conversion Rates<\/strong><\/h3>\n\n\n\n

    After a year of collaboration, the metrics confirm the impact of this strategy:<\/p>\n\n\n\n

    \n

    37% conversion rate from lead to deal<\/strong><\/p>\n

    21% conversion rate from deal to customer<\/strong><\/p>\n<\/div>\n\n\n\n

    Additionally, the region managed by ChatCenter showed one of the highest sales growth rates within Sanitas\u2019 northeastern area (Q2 vs Q3)<\/strong>, consolidating conversational sales as a key growth driver.<\/p>\n\n\n\n

    \n
    \n \n \"Comillas\"\n <\/span>\n

    \n ChatCenter\u2019s sales growth in recent months is among the highest in the region. The model is now fully integrated into our business line\u2014and there\u2019s still plenty of room to grow.\n <\/p>\n

    \n \u2014 Miquel Cano Johera\n <\/p>\n<\/div>\n<\/blockquote>\n\n\n\n

    WhatsApp: A Channel That Moves at the Customer\u2019s Pace<\/strong><\/h3>\n\n\n\n

    The use of WhatsApp has transformed how Sanitas engages with potential clients.
    <\/p>\n\n\n\n

    Unlike traditional phone sales\u2014limited by schedules and regulations\u2014WhatsApp provides flexibility, convenience, and asynchronous communication<\/strong>, allowing customers to reply whenever it suits them.<\/p>\n\n\n\n

    \n
    \n \n \"Comillas\"\n <\/span>\n

    \n Customers today have more information and less time. WhatsApp provides a highly efficient way to interact with an agent at their own pace, from the comfort of their home\u2014and all within a single chat thread.\n <\/p>\n

    \n \u2014 Miquel Cano Johera\n <\/p>\n<\/div>\n<\/blockquote>\n\n\n\n

    A Partnership Built on Trust and Continuous Improvement<\/h3>\n\n\n\n

    Implementing this new model posed several challenges: integrating new technology, complying with European legal frameworks<\/strong>, and maintaining Sanitas\u2019 high standards for quality and data privacy.<\/strong><\/p>\n\n\n\n

    From the very beginning, both teams worked in a collaborative, transparent, and improvement-driven relationship.<\/strong><\/p>\n\n\n\n

    \n
    \n \n \"Comillas\"\n <\/span>\n

    \n From day one, we\u2019ve built strong synergies that led to an integrated relationship focused on constant growth and excellence. The closeness and human quality of the ChatCenter team are truly remarkable.\n <\/p>\n

    \n \u2014 Miquel Cano Johera\n <\/p>\n<\/div>\n<\/blockquote>\n\n\n\n

    The Future: Deeper Integration and Continued Conversational Growth<\/h3>\n\n\n\n

    Sanitas\u2019 experience demonstrates that WhatsApp is not just a support channel\u2014it\u2019s a powerful sales tool.<\/strong><\/p>\n\n\n\n

    \n
    \n \n \"Comillas\"\n <\/span>\n

    \n WhatsApp has enormous potential for both sales and customer service. The challenge lies in personalizing the message, avoiding spam, and managing flows efficiently. With the right integration and support, growth is inevitable.\n <\/p>\n

    \n \u2014 Miquel Cano Johera\n <\/p>\n<\/div>\n<\/blockquote>\n\n\n\n

    By combining technology, digital performance, and human interaction<\/strong>, ChatCenter helped Sanitas adapt to the new digital customer and build a more efficient, empathetic, and scalable sales model.<\/strong><\/p>\n\n\n\n

    Request a demo and explore the power of conversational sales with ChatCenter.<\/strong><\/p>\n\n\n\n

    <\/p>\n","protected":false},"excerpt":{"rendered":"

    The shift in consumer habits has also transformed the way people purchase health insurance. Today, customers expect instant responses, clear information, and the ability to reach companies through the channel and at the time that suits them best. In this context, Sanitas\u2014one of Spain\u2019s leading health insurance providers\u2014decided to embrace WhatsApp as a sales and […]<\/p>\n","protected":false},"author":14,"featured_media":30389,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[178,180,1,114,189],"tags":[],"class_list":["post-30381","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-comercio-conversacional","category-conversational-commerce","category-uncategorized","category-use-cases","category-whatsapp-en"],"acf":[],"yoast_head":"\nSanitas Improves Conversion Rates with ChatCenter<\/title>\n<meta name=\"description\" content=\"Discover how Sanitas boosted health insurance sales with an integrated WhatsApp sales model powered by ChatCenter.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, 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