Unifonic Case Studies SPL: Improving customer service and ensuring faster, more accurate deliveries

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	SPL: Improving customer service and ensuring faster, more accurate deliveries Unifonic

SPL: Improving customer service and ensuring faster, more accurate deliveries

Unifonic

Technology Category	Application Infrastructure & Middleware - API Integration & Management Networks & Connectivity - Global Navigation Satellite System (GNSS)
Applicable Functions	Logistics & Transportation
Use Cases	Chatbots Real-Time Location System (RTLS) Track & Trace of Assets
Services	Software Design & Engineering Services System Integration
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Networks & Connectivity - Global Navigation Satellite System (GNSS)

Applicable Functions

Logistics & Transportation

Use Cases

Chatbots

Real-Time Location System (RTLS)

Track & Trace of Assets

Services

Software Design & Engineering Services

System Integration

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.

About 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.

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.

Impact #1	SPL has seen a 25 percent increase in inquiries coming in via WhatsApp and can respond about 30 percent faster.
Impact #2	90 percent of customers resolve inquiries in WhatsApp without needing to talk to a live agent, reducing call center wait times by 50 percent.
Impact #3	SPL has registered 15 million people for the national address system across various countries and managed 40 million shipments.

Impact #1

SPL has seen a 25 percent increase in inquiries coming in via WhatsApp and can respond about 30 percent faster.

Impact #2

90 percent of customers resolve inquiries in WhatsApp without needing to talk to a live agent, reducing call center wait times by 50 percent.

Impact #3

SPL has registered 15 million people for the national address system across various countries and managed 40 million shipments.

Benefit #1	50% reduction in call center wait times attributable to WhatsApp
Benefit #2	90% of customers resolve inquiries in WhatsApp alone
Benefit #3	30% faster customer service response times with WhatsApp

Benefit #1

50% reduction in call center wait times attributable to WhatsApp

Benefit #2

90% of customers resolve inquiries in WhatsApp alone

Benefit #3

30% faster customer service response times with WhatsApp

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Overview

SPL: Improving customer service and ensuring faster, more accurate deliveries

Operational Impact

Quantitative Benefit