PangoCDP customer story
Mutosi: keep customer care connected after product registration.
Mutosi used PangoCDP to connect warranty registration, maintenance communication and service feedback on Zalo, supporting a continuing relationship with household-product customers.
About the client
A substantial home-appliance network with an ongoing service relationship
Mutosi manufactures and distributes water purifiers and home appliances in Vietnam. Its company profile describes more than 100 distributors and 5,000 points of sale. In 2026, Mutosi became part of Ariston Group, adding international group backing to its established Vietnamese business.
The customer-care programme began in 2022 and expanded in 2024. It addressed the continuing relationship after installation: warranty registration, maintenance reminders and feedback on service and support calls.
Client context: Mutosi · company and distribution-network profile. Company figures describe the client’s business; the project scope is set out below.
The customer need
Keep the product relationship useful after the warranty is activated.
A product registration is the start of an after-sales relationship. Customers may need maintenance information, help with a service request or a way to tell the brand how the service went.
Mutosi began its PangoCDP relationship in 2022 and expanded its automated scenarios in 2024. The published account connects customer communication with warranty, maintenance and feedback.
The customer-care programme
Give each service interaction an appropriate next step.
Customers could use a website route and QR code to reach the Zalo Mini App for warranty activation, with a hotline route also available. Later communication supported maintenance reminders and feedback after service or a care call.
The programme treated registration, messages and survey responses as different activities. That distinction helps the team understand the relationship and decide where a customer needs further attention.
- Registration and product context
- Use warranty activation as the starting point for a direct customer connection.
- Maintenance communication
- Send relevant reminders through the customer channel.
- Separate feedback scenarios
- Collect feedback on warranty or maintenance service and on customer-care calls.
The continuing care journey
Summary of the programme journey described in the source material.
- RegisterActivate the product warranty through the customer channel.
- RemindSend relevant maintenance communication.
- ListenGather feedback after service or a care call.
- RespondUse the response to inform continuing customer care.
Published programme activity
Different measures describe different parts of the relationship.
PangoCDP’s account reports stored customer records, messages and Mini App interactions separately. The message figure is explicitly tied to 2024; the other measures describe the implementation account.
Source: PangoCDP’s Mutosi customer account. Records, messages and interactions are separate measures, not a combined count of unique or active customers. Customer-care teams remain part of the service journey.
Project evidence
A real customer service journey, with a public warranty channel
Mutosi’s public warranty service gives customers a visible registration route. The implementation account published by The Master Channel shows the Mini App registration and survey journeys used in the programme, connecting product care with a continuing customer channel.
Discuss a similar programme
Connect registration with the care your customers need next.
Twin can help assess your product records, customer channel and follow-up scenarios, with a clear path for service requests that need your team’s attention.