CONTEXT
The Challenge: Responding to market pressures without compromising quality.
DESIGN CHALLENGE
Cledor, a leading provider of high-quality onsite staff (concierge, security, cleaning, etc.), built its reputation on delivering an exceptional, 5-star service, going above and beyond client expectations. However, the market has recently been challenged by larger corporations undercutting prices and absorbing costs.
To counter part of this challenge, Studio Soren and partners Pro Ai and Blackbelt Mindset Coaching, developed a strategic approach to drastically scale Cledor’s lead generation and market presence rapidly, without diluting the personal, compliant, and high-touch experience that is its core differentiator.
DESIGN DEVELOPMENT
Our 3-month engagement, in collaboration with the back-end team at Pro AI, began with a deep discovery phase. We conducted a comprehensive content audit, stakeholder interviews, and workshops with the Managing Director to map the current 'as-is' lead acquisition journey and identify key pain points and moments of truth.
We then collaborated closely to design the 'to-be' user experience for an Agentic AI outreach system via WhatsApp. The MVE focused on:
Content Strategy: Creating tailored, compliant message templates for the WhatsApp API, optimised for conversation initiation and leveraging Cledor's unique differentiator (the free staff shadowing/training program).
Compliance by Design: Embedding UK GDPR and data minimisation principles into every design flow, including transparent opt-in/opt-out mechanisms, secure data storage design (MFA/RBAC for internal users), and defining a clear lawful basis for data processing.
AI Safeguards: Designing system controls to prevent prompt injection and implementing output guarding mechanisms to ensure responsible, compliant, and consistently on-brand AI communication.
SOLUTION
Scaling High-Touch Communication with Smart Automation
The core solution was the launch of an AI Lead Generation Platform seamlessly integrated with Cledor’s WhatsApp Business account. This agentic system was strategically designed to focus on Cledor's two main revenue generators: 24/7 Concierge and 24/7 Security services.
We used intensive user research to fine-tune the AI's knowledge base for these two offerings, ensuring the AI had the deepest, most accurate information to answer detailed prospect queries. While documentation for additional services was provided, the AI's primary expertise was concentrated here for maximum impact during the MVE.
A critical design output was the AI Logic Sheet, which dictated the AI's conversational flow. This sheet defined how the system would recognise key phrases, select between short, direct answers or longer, detailed responses, and present one of three main CTAs (as supported by WhatsApp templates).
We also designed the rich-media promotional messages used for outreach, including the image thumbnail, embedded link, and selectable button or quick-reply responses for the end-user. This approach ensured conversations were productive, compliant, and always drove toward conversion.
Nick Regnier - Managing Director Cledor Ltd.
