SPL：改善客户服务并确保更快、更准确的交付
公司规模
Large Corporate
地区
- Asia
国家
- Saudi Arabia
产品
- WhatsApp Business Platform
- Unifonic
- Maha
技术栈
- WhatsApp API
- Geolocation Capabilities
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
技术
- 应用基础设施与中间件 - API 集成与管理
适用功能
- 物流运输
用例
- 资产跟踪
- 实时定位系统 (RTLS)
- 对话机器人
服务
- 系统集成
- 软件设计与工程服务
关于客户
SPL 前身为沙特邮政，是一家政府运营的机构，提供物流和邮政服务，使沙特阿拉伯王国 (KSA) 和世界各地的各种商品和产品的运输更加高效。2019 年年中，SPL 启动了一项创新战略，旨在建立一个国家集团，开创物流邮政服务，与 KSA 的 2030 愿景计划相结合，让 KSA 走向世界舞台。该公司的任务是帮助沙特阿拉伯王国 (KSA) 的人民、企业和政府机构发送和接收包裹。
挑战
SPL 是沙特阿拉伯一家政府运营的邮政服务公司，其任务是确保沙特阿拉伯境内快递的安全性和可靠性。随着沙特阿拉伯在全球电子商务市场中的排名不断上升，SPL 需要与客户、政府官员、业务合作伙伴和运输团队进行更快、更准确的沟通。20 多年来，SPL 使用单向短信发送快递更新，客户只能通过呼叫中心或社交媒体与公司联系。如果运输信息不准确或不完整，SPL 必须找到该客户，这可能会延迟他们收到包裹。
解决方案
SPL 与客户互动平台 Unifonic 合作开发了“Maha”，这是一款由 WhatsApp Business Platform 提供支持的自动化虚拟助手。一旦客户通过 SPL 网站和社交媒体上的入口点访问 Maha，他们就会看到多达 13 个菜单选项，使他们能够跟踪货件、查找当地邮局、计算运费并搜索完整的 SPL 产品目录。通过 WhatsApp 中的地理定位功能，SPL 正在开发一个可加快送货速度的全国地址系统。当客户收到包裹即将到达的通知时，他们可以使用当前位置或其他首选地址进行回复。这些精确的地理坐标会直接发送给同样使用 WhatsApp 的快递员，确保包裹第一次就正确送达，无需重复跟进。
运营影响
数量效益
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