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Naresh Muppalla

BusinessOnBot · Dec 2025 – Present · Bengaluru

Customer Success Manager

I own 42 D2C brands, from onboarding and setup through go-live and daily success.

  • Configure WhatsApp AI agents in Sim Studio and Langflow.
  • Turn brand issues that repeat into one root-cause fix.
  • Write up every fix, so the team and the AI assistants answer it the same way.
Journey →Playbook →About →Contact →Résumé ↗

(P)Customer success playbook

From signed to successful.

Seven steps I run for every brand in my portfolio. It's a loop, not a line: what I learn fixing one brand feeds the onboarding of the next.

7

steps, every brand

42

brands I own

7

artefacts I keep

01Onboard02Configure03Go live04Monitor05Fix at root06Document07Grow
01–03

Start. Get a brand live, properly.

04–05

Run. Watch everything, fix it once.

06–07

Compound. Turn fixes into knowledge and product.

01Onboard

  1. Step 01Start

    Onboard

    Kickoff, goals and what success means for this brand. I audit the stack (custom store or Shopify), the catalogue and the channels before anything is configured.

    ArtefactOnboarding checklist

  2. Step 02Start

    Configure

    WhatsApp flows, AI agent prompts, guardrails and integrations, each tested in Postman against the brand's real endpoints.

    ArtefactPer-brand API test file

  3. Step 03Start

    Go live

    Scripted test conversations, then a launch checklist the brand signs off. No surprises on day one.

    ArtefactGo-live checklist

  4. Step 04Run

    Monitor

    Conversation review, account-health signals and a repeated-issue tracker across all 42 brands.

    ArtefactRepeated-issue tracker

  5. Step 05Run

    Fix at root

    When something repeats, I trace it, in the codebase if needed, write it up and push for one fix instead of 42 workarounds.

    ArtefactJira bug report (CRB)

  6. Step 06Compound

    Document

    Every fix becomes a KB article or SOP, so the team and the AI assistants answer it the same way next time.

    ArtefactKB article template

  7. Step 07Compound

    Grow

    Feature requests and product feedback go back to product with brand context, and brands adopt what ships.

    ArtefactFeature / feedback report (CFR / PFR)
  8. ↺Back to step 01 for the next brand

(★)Worked example · step 05

The coupon leak: one fix, 82+ brands.

82+

brands covered by one PR

  1. 01

    Situation

    A brand reported that coupon codes meant to unlock only after a shopper shared their phone number were showing up when people searched “<brand> coupon code”.

  2. 02

    Diagnosis

    I traced it in the codebase: the codes were in the page markup, so search engines could index them, on every brand using the same setup.

  3. 03

    Action

    Proposed the fix to keep the codes out of what search engines show, and raised the PR myself.

  4. 04

    Impact

    One change covered 82+ brands instead of 82 separate tickets.

illustration
brand coupon code

Bbrand.com › offers

Brand – Exclusive offers

…use code WELCOME10 or FIRST15 at checkout for an extra discount on your first order…

…share your number on WhatsApp to unlock your offer. Codes are sent privately and never shown on the page…

Phone-gated codes public in search, on every brand with the setupCodes stay behind the WhatsApp step

Real codes and brand names are not shown.

(M)What I measure

Five signals, one portfolio.

What I watch across every brand. Numbers go here once they're cleared to share.

Figures pending approval

  1. 01

    Time to go-live

    How long a signed brand waits for its first live conversation.

  2. 02

    Repeat-issue rate

    How often the same problem comes back after it was 'solved'.

  3. 03

    First response & resolution time

    How quickly a brand hears back, and how quickly it's actually fixed.

  4. 04

    Adoption of key features

    Whether brands use what they're paying for.

  5. 05

    Account health

    The early signal that a brand is drifting, before it says so.