Case Study: SPL (Saudi Post) achieves 50% reduction in call center wait times with Unifonic's WhatsApp Business Platform

Saudi Arabian postal firm SPL creates a digital assistant on WhatsApp Business Platform for more effective customer service and accurate deliveries

SPL Saudi Post, the government postal and logistics provider in Saudi Arabia, needed a faster, more interactive way to communicate with customers, partners and couriers to improve delivery accuracy and customer service while supporting the Kingdom’s digital transformation goals. To address heavy call-center loads and one-way SMS limits, SPL Saudi Post partnered with Unifonic and deployed the WhatsApp Business Platform.

Unifonic built “Maha,” an automated virtual assistant on the WhatsApp Business Platform that lets users track shipments, share geolocated addresses, calculate prices and access services in Arabic and English. The Unifonic solution has helped SPL Saudi Post reach over 1.8 million users with six million chats, cut call-center wait times by 50%, resolve 90% of inquiries in WhatsApp, speed responses by 30% and reduce operating costs by about 75%.