Wichelen - TamTam
Wichelen modernized citizen services for its 12,000 residents by introducing an accessible, two-way communication on WhatsApp. Powered by AI, the municipality can instantly answer citizen inquiries while delivering personalized updates and announcements at scale. The result is faster response times, improved citizen engagement, and significantly reduced administrative workload.
Challenge
Wichelen needed a way to answer recurring questions automatically, monitor more complex topics, and still ensure every citizen felt heard and helped.
Solution
Wichelen launched TamTam, a two-way WhatsApp service that connects residents directly with their municipality. Citizens receive instant answers, official updates, and seamless support, while complex inquiries are automatically routed to the right department for follow-up.
Impact
active households reached
380
open and delivery rate
12 000
residents served
98%
messages received
5 112
messages sent