Al Zamil consolidates its WhatsApp channel and improves CSAT by 50%

Saudi Arabia’s leading water tank manufacturer

Al Zamil started in 1985 as a building materials trading company specializing in steel, cement, water tanks and insulation. In 1997 it opened its own factory, and today it is the largest polyethylene water tank manufacturer in Saudi Arabia, positioning itself as a complete water solutions provider for homes and businesses.

With a large base of saved customers and a growing online store, WhatsApp became one of Al Zamil’s most important sales and service channels. So we spoke to Girgis A. Rezqallah from Al Zamil to understand how the team brought that channel under control.

Chats were split across numbers and devices

• Managing the WhatsApp channel and assigning chats across team members was a constant struggle
• Sending bulk messages to a large saved customer database had no reliable system behind it
• The team relied on many phone numbers spread across multiple devices
• An earlier tool the business tried didn’t perform efficiently, and was dropped

Before Gallabox, the workaround was the only option. In Girgis’s words: “We used many phone numbers and opened them on multiple devices, but it wasn’t the perfect solution.”

Chosen for clarity and stability

Having already been let down by one tool, Al Zamil knew exactly what it needed from the next. On being asked why they picked Gallabox, Girgis was clear about what set it apart.

• A clear interface the whole team could use without friction
• A stable system that could handle bulk messaging to a large customer database
• Support that was actually there when the team needed it
• Room to grow into lead generation, cross-selling and closing deals on WhatsApp

What changed with Gallabox

With one platform replacing a sprawl of phones and numbers, the team could finally manage WhatsApp as a single channel and put it to work across the whole funnel.

Broadcast replaces multiple devices

Bulk messages to the customer database now go out through Broadcast from one place, instead of being split across multiple phone numbers and devices.

Chatbots automate support and speed up deals

Chatbots handle routine customer questions automatically and help move conversations toward a close faster than a fully manual process could.

Click-to-WhatsApp ads turn clicks into conversations

Ad clicks now route straight into a WhatsApp conversation the team can act on immediately, instead of landing somewhere disconnected from the sales process.

What consolidating onto one system did

50% increase in customer satisfaction

The highest satisfaction gain in this batch of Gallabox customer stories, driven by faster, better-organized replies.

30% growth in lead generation

First-time customer conversion, customer base and user base all grew by the same 30%, a sign the change reached the whole funnel rather than one corner of it.

30% impact on business growth

Al Zamil also reported a 25% increase in employee productivity, a 30% jump in gross profits and a 10% cut in marketing spend. They rated Gallabox 9/10 and said they’d recommend it with the same score.

One platform, doing the work of many

Al Zamil consolidated a sprawl of phone numbers and devices into a single platform, and nearly every metric moved together as a result.

A business that once juggled devices to keep up with its own customers now has one system doing the juggling for it.