Parcelat “the National Parcel Stations Network Company in Saudi Arabia” is a fast‑growing Riyadh‑based delivery‑and‑logistics technology company. Since publicly launching on 31 October 2023, Parcelat has deployed Saudi Arabia’s largest smart‑locker network – hundreds of 24/7 self‑service stations spanning 25+ cities – backed by real‑time tracking, multiple locker sizes, and secure PIN access.
Parcelat now supports 500+ e‑commerce merchants, courier firms, and government entities, delivering end‑to‑end parcel management and reliable last‑mile fulfilment. By driving the kingdom’s shift to contactless, cost‑efficient delivery, Parcelat aligns with Vision 2030 and has cemented its position as the market’s de‑facto smart‑locker leader.
Parcelat depends on rapid, context‑rich conversations to keep merchants and consumers informed every step of the way.
The Challenge
Before partnering with Javna, Parcelat struggled to deliver seamless support at the pace its customers expected:
- Disconnected Channels – Customer support agents juggled WhatsApp and Zendesk – its core CRM and ticketing platform tabs, slowing resolution times.
- Lost Context & Slow Responses: Without unified records, tracking past interactions was manual, pushing average first‑response times beyond four minutes.
- Manual Handoffs – FAQs and simple updates require live‑agent attention, driving up ticket volume and cost.
- High Agent Workload: Repetitive “where is my parcel?” questions overloaded human agents and delayed complex issue handling.
- Scalability Concerns – Rapid shipment growth made it clear that current workflows could not keep up during peak periods.
- Marketing Silos: Campaign managers lacked a native workspace to plan and launch WhatsApp promotions, creating operational bottlenecks.
Parcelat’s goal was clear: an all‑in‑one solution to integrate WhatsApp chatbots and live chat with Zendesk.
Why Javna
After evaluating multiple vendors, Parcelat chose Javna for its:
- Proven WhatsApp Expertise – As a verified Meta messaging partner, Javna could unlock the full WhatsApp Business Platform feature set.
- Native Zendesk Connector – Javna’s professional‑services team offered a custom connector that pipes WhatsApp conversations – bot or live – directly into Zendesk tickets.
- AI-powered, no-code chatbot builder that non-technical teams can own.
- End‑to‑End Engagement Suite – Beyond support, Javna’s Campaign Manager and AI Chatbot platform promised a single point of control for marketing and service teams alike.
- Omnichannel Campaign Automation for WhatsApp
- Regional Edge: Regionally trusted CPaaS infrastructure, local data residency options and bilingual (Arabic/English) support matched Parcelat’s compliance and language requirements.
The Solution
Javna deployed a unified engagement solution:
Zendesk–WhatsApp Connector
Javna’s connector app syncs every WhatsApp message, media file, and bot transcript into Zendesk tickets in real time. Custom mapping links phone numbers to Zendesk user profiles, preserving complete conversation context and giving agents a single source of truth.
AI‑Powered Chatbot Builder
A no‑code bot – built in one week – now answers FAQs, shipment status, and returns inquiries 24/7, reducing repetitive questions by ~50 %.
Omnichannel Campaign Manager
Allowed marketing to launch segmented promotions and service alerts straight from Zendesk customer data. Implementation was completed in two weeks, with sandbox testing, template approvals, and agent enablement handled jointly by Parcelat’s IT team and Javna solution architects.
Key implementation highlights:
Two-way WhatsApp conversations and chatbot handover now surface directly inside Zendesk tickets.
The Results
- Average response time dropped by 80%, from above 4 min to less than 40 sec.
- Agent effort cut by ~50%, allowing the team to shift focus to higher‑value tasks
- Team productivity increased by 45% – agents stay in Zendesk, not multiple tabs. And more tickets closed per shift.
- Customer engagement increased to hit 95% across 2,700 weekly WhatsApp chats.
- First-response SLA < 40 sec sustained even during peak shipping surges.
Parcelat now resolves peak‑hour inquiries without hiring additional staff, while real‑time campaign analytics reveal a 22 % click‑through rate on targeted delivery promos.
The Future
Parcelat and Javna are co‑designing the next phase:
- Advanced AI Customer‑Journey Mapping – Parcelat and Javna will leverage data‑driven insights to visualise end‑to‑end journeys and continuously refine each touchpoint.
- AI‑Driven Support at Scale – Expanding chatbot intelligence and automation to handle larger volumes while maintaining sub‑minute response times.
Mohammad Sultan, Project Team Lead at Parcelat commented “Integrating WhatsApp with Zendesk was almost impossible after trying several vendors. Javna made it seamless, and their after‑sales support is second to none. We now respond in under 40 seconds, and our agents never leave Zendesk.”
About Javna
Javna is the leading provider of cloud-based Communications Platform as a Service (CPaaS) and omnichannel customer engagement solutions in the Middle East and North Africa. Its secure, scalable platform empowers businesses to build meaningful connections with their customers through an AI-powered, multichannel chatbot builder; fully programmable communication channels; SMS APIs, WhatsApp Business integrations, omnichannel verification codes (OTP), and real-time alerts and notifications across every channel.
Since its founding in 2001, Javna has cemented its leadership with global reach to more than 180 countries and over 1,500 mobile operator connections, all backed by enterprise-grade security and round-the-clock, multilingual support.
Javna’s solutions help organizations in banking, telecom, retail, e-commerce, and logistics boost engagement, raise conversion rates, and elevate the customer experience at every stage of the customer journey.
Experience the power of Zendesk‑native WhatsApp engagement. Book a live demo with Javna and discover how our white‑glove integration and proactive support can slash response times and elevate your customer experience.
