Case Study: J&T Express boosts delivery and COD collection rates with Sobot's WhatsApp solution

J&T Express Witnesses 35% Increase in Delivery Rate with Sobot’s WhatsApp Solution

J&T Express, a prominent global logistics provider, faced significant challenges in its Southeast Asia and Middle East markets due to inefficient customer communication. Issues included delayed information updates for changed delivery addresses, difficulties collecting cash-on-delivery (COD), and inaccurate address information, all of which slowed down delivery and increased costs. To solve this, J&T partnered with vendor Sobot to implement a customer service solution utilizing a WhatsApp Business Account.

Sobot provided a comprehensive solution integrated with WhatsApp, which included a verified Business Account for bulk messaging, a rule engine for automated order confirmations, and a platform for couriers to communicate changes. This allowed for real-time address confirmation via Google Maps and efficient COD collection. As a result of implementing Sobot's solution, J&T Express witnessed a 50% reduction in cost, a 35% increase in delivery rate, and a 40% increase in COD collection rate.

J&T Express

Charles Hou

Vice President