How InterCityXpress doubled their business on WhatsApp with Gallabox

Founded in 2020,InterCityXpressemerged to solve a critical gap in Saudi Arabia's booming logistics market. While traditional logistics providers chase efficiency at the expense of customer experience, InterCityXpress built their business on a revolutionary promise: exact date and time delivery, 24/7 availability, and genuine flexibility.

Operating across Riyadh, Jeddah, and Dammam, they've become the premium logistics partner for businesses and individuals who refuse to compromise on delivery excellence.

For a company obsessed with delivery precision, InterCityXpress faced an unprecedented challenge. As Arun Prashanth, IT Operations Manager, explains: "It was difficult to receive customer feedback and also map support queries to the right location." In the last-mile delivery business, not knowing where your customers are or what they think is critical.

The manual workaround was painful. Their team had to get on a call with every incoming support query to understand context and solve problems. Picture this: delivery captains making thousands of deliveries daily across three major cities, and the only way to confirm locations or gather feedback was through individual phone calls. In an industry where success hinges on real-time information, this Stone Age approach was strangling growth.

When it came time to find a solution, Gallabox became an obvious choice for InterCityXpress. "We didn't do any evaluation with other solutions because we had already known about Gallabox's capabilities," Arun shares. The decision came from trusted sources: "I got good reviews from my partners and other peers from the technical team."

InterCityXpress implemented Gallabox to tackle four critical objectives: generate leads, streamline customer communication, improve team productivity, and automate customer support. The deployment focused on two powerful features:

When asked about Gallabox's impact on business growth, Arun doesn't hesitate: `"100%.`" This isn't hyperbole, it's backed by transformational metrics across every aspect of the business:

What makes InterCityXpress's success remarkable is how fixing the core problem of customer feedback and location tracking cascaded into business transformation. When delivery captains know exactly where to go and customers can track their parcels in real-time, everything changes.

The 80% reduction in marketing spend tells a powerful story. In Saudi Arabia's competitive logistics market, InterCityXpress’ strategy showed how proper execution beats expensive advertising all the time.