How Intercity Xpress connected their customers, operations, and tech team on one channels

Intercity Xpress is a premium logistics company based in Riyadh, operating across the Kingdom of Saudi Arabia with a fleet of in-house delivery captains available 24 hours a day. The company's core promise is precision: customers are given the exact date and time of delivery, not a window. That promise is what differentiates them in a market where uncertainty is the norm.

The business serves both individual customers and commercial clients across sectors including e-commerce, retail, banking, pharmacy, and fashion. At this scale and with this level of commitment to precision, the internal communication that supports every delivery is as important as the delivery itself.

When a customer needed to communicate a change — a new delivery address, a timing adjustment, a special instruction — the information had to travel from the customer to the operations team and from the operations team to the technical team. There was no single channel for this. The team was managing these requests across multiple applications and resolving them through a series of meetings.

In a logistics operation built on exact time delivery, every delayed or miscommunicated change request has a direct operational consequence. A captain who has not received updated instructions arrives at the wrong address. A technical fix that was discussed in a meeting but never formally logged does not get implemented. The customer who reported the problem is still waiting.

Arunprashanth, who leads the team at Intercity Xpress, had evaluated other local providers before choosing Gallabox and found that unclear processes, poor discipline, and inadequate customer support made them unsuitable. Gallabox was chosen after a detailed feature review with the sales team confirmed that the platform could address what the business actually needed.

The decision came from a direct conversation with the Gallabox sales team. No other platform came close enough on process clarity and support quality to make the shortlist.

Logistics businesses carry a specific customer expectation: that information will arrive before problems do. The companies that meet this expectation use automation to get ahead of the communication rather than reacting to it.

WhatsApp Drip Marketing can send proactive delivery updates at key stages of the shipment journey, reducing inbound enquiries from customers who simply want to know where their package is. WhatsApp Flows can collect delivery preferences and special instructions at the point of booking, so captains have everything they need before they leave the warehouse. For businesses with merchant networks, WhatsApp Broadcast keeps partners informed about operational changes, capacity updates, and new service offerings without requiring a separate communication channel to manage.