Case Study: Blue Dart achieves 2.5x ROI and improved delivery accuracy with Haptik's WhatsApp chatbot

How Blue Dart Streamlined Shipment Delivery with WhatsApp Chatbot to Achieve 2.5x ROI

Blue Dart, a leading logistics company, faced a challenge when delivery partners arrived at customer locations only to find recipients unavailable. This led to inefficient manual follow-ups, added costs, and delays in confirming delivery readiness. Blue Dart worked with Haptik to address these last-mile delivery issues using a WhatsApp chatbot.

Haptik implemented a WhatsApp Business API chatbot that proactively confirmed recipient availability, handled delivery updates, scheduled timings, and resolved routine queries at scale. The solution served about 1 million monthly users, automated 78% of conversations end-to-end, handled 3.2 million conversations, and delivered a 2.5x ROI. Blue Dart also improved delivery efficiency and customer satisfaction, while enabling route optimization for its delivery partners.

Blue Dart

Elton DSouza

GM - Customer Digital Solutions