Booking, Tracking, Rate Queries & Customer Support
Building a Multi-Branch Courier Operating System on WhatsApp
Industry
Logistics
Solution
WhatsApp-First Workflow · ITD API Integration
Key Results
7 Connected Locations · 3 Languages · ITD API
Logistics
The Challenge
A multi-branch courier operation receives booking requests, pricing questions, tracking requests and complaints every day.
The operation covered locations including:
The WhatsEase solution
A WhatsApp-first workflow connected to the ITD API
WhatsEase brings booking, tracking, rates and support into a WhatsApp-first workflow connected to the courier company's existing ITD API.
Automated Booking & Tracking
Bookings can generate tracking numbers automatically. Customers receive confirmation and tracking information through WhatsApp while information synchronizes with the existing courier system.
Rate & Serviceability Queries
Customers can check estimated rates and whether service is available for their destination.
Missed Call → WhatsApp
Customers can initiate contact through a missed call and continue through a structured digital conversation in WhatsApp.
Multilingual AI Support
The bot supports Gujarati, Hindi and English, answers common questions, checks serviceability and routes complaints.
Rate enquiries
Estimate rates from shipment context
Rate estimates can account for the key factors that determine courier pricing.
Centralized CRM
Visibility across customers and branch operations
Business impact
One operating layer for logistics conversations
Instead of bookings and support being fragmented across calls and individual chats, WhatsEase creates a more centralized operating layer.
Bring logistics conversations and operations together on WhatsApp.
WhatsApp-first logistics