Case Study: SPL Saudi Post achieves faster service and lower costs with Unifonic

SPL Saudi Post - Customer Case Study

SPL Saudi Post, a government-operated postal service in Saudi Arabia, faced challenges with slow, one-way customer communication primarily via SMS and call centers, which led to delivery inaccuracies and delays. To improve service and align with national digital transformation goals, they partnered with Unifonic to implement a solution using the WhatsApp Business Platform.

Unifonic developed an automated virtual assistant named Maha on WhatsApp, which provided 24/7 customer service for tracking shipments, calculating prices, and resolving inquiries. This solution delivered significant results for SPL, including a 50% reduction in call center wait times, 90% of inquiries being resolved within WhatsApp, 30% faster customer response times, and a 75% reduction in related operating costs. Unifonic's implementation also enabled new services like prescription delivery during the pandemic.