SPL: Improving customer service and ensuring faster, more accurate deliveries
Customer Company Size
Large Corporate
Region
- Asia
Country
- Saudi Arabia
Product
- WhatsApp Business Platform
- Unifonic
- Maha
Tech Stack
- WhatsApp API
- Geolocation Capabilities
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Functions
- Logistics & Transportation
Use Cases
- Track & Trace of Assets
- Real-Time Location System (RTLS)
- Chatbots
Services
- System Integration
- Software Design & Engineering Services
About The Customer
SPL, formerly Saudi Post, is a government-operated agency providing logistical and postal services to make shipping all kinds of goods and products efficient across the Kingdom of Saudi Arabia (KSA) and the world. In mid-2019, SPL launched an innovative strategy to build a national group that pioneers logistical postal services that integrate with KSA’s Vision 2030 programs to bring KSA on the world stage. The company is tasked with helping people, businesses, and government agencies across the Kingdom of Saudi Arabia (KSA) send and receive packages.
The Challenge
SPL, a government-operated postal services firm in Saudi Arabia, was tasked with ensuring the security and reliability of deliveries across the Kingdom. With the rise of Saudi Arabia in the ranks of global e-commerce markets, SPL needed faster, more accurate communication with customers, government officials, business partners, and transport teams. For over 20 years, SPL used one-way SMS to send delivery updates and customers could only connect with the company through a call center or social media. If shipping information was inaccurate or incomplete, SPL had to find that customer, which could delay receipt of their package.
The Solution
SPL partnered with customer engagement platform Unifonic to develop “Maha”, an automated virtual assistant powered by WhatsApp Business Platform. Once customers access Maha through entry points on the SPL website and social media, they’re greeted with upwards of 13 menu options allowing them to track shipments, find local post offices, calculate shipping prices, and search the full SPL product catalog. Through geolocation capabilities in WhatsApp, SPL is developing a national address system that expedites deliveries. When a customer receives a notification that their packages are coming, they can respond with their current location or another preferred address. Those exact geo-coordinates are sent directly to a courier also using WhatsApp, ensuring that deliveries arrive correctly the first time without repeated follow-ups.
Operational Impact
Quantitative Benefit
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