Case Study: SPL achieves faster, more accurate deliveries with Unifonic

SPL Saudi Post cuts call center wait times by 50% with Unifonic

SPL Saudi Post, a government-operated postal and logistics agency in Saudi Arabia, faced challenges with slow, one-way customer communication primarily through SMS and call centers. This led to delivery inaccuracies and delays. To improve customer service and ensure faster, more accurate deliveries as part of the Kingdom's digital transformation goals, SPL partnered with vendor Unifonic to implement a solution using the WhatsApp Business Platform.

Unifonic developed an intelligent WhatsApp virtual assistant named "Maha" for SPL. This solution provided 24/7 customer service, allowing users to track shipments, calculate prices, and resolve inquiries via interactive menus in Arabic or English. The results were significant, including a 50% reduction in call center wait times, 90% of inquiries resolved within WhatsApp, 30% faster response times, and a 75% reduction in operating costs attributable to the WhatsApp solution implemented by Unifonic.

SPL Saudi Post