Burhan Alwataniya Travel centralizes customer conversations and grows lead generation by 20%

A Kuwait travel agency built on quick answers

Burhan Alwataniya Travel and Tourism is a travel agency based in Hawally, Kuwait, helping travellers find and book flights and plan their trips. Travel runs on trust and speed. A traveller comparing fares today will book with whoever answers first.

For years, that speed depended on phone calls, in-person visits and WhatsApp conversations spread across the personal numbers of individual staff. So we spoke to Fakhruddin from Burhan Alwataniya Travel to understand how the agency brought all of it under one roof with Gallabox.

Customer service and leads had no shared view

• Customer service and lead management ran through phone calls and in-person visits, with nothing centralized behind either
• Leads arrived on personal WhatsApp numbers, which made them effectively impossible to monitor
• No one could see who was talking to which customer, or where any given lead actually stood
• Repetitive questions got answered the same way, over and over, by whoever picked up the conversation

The setup worked while the agency was small enough for everyone to keep track. Once volume grew, leads started slipping through the gaps between phones.

Control was the deciding factor

On being asked why the agency picked Gallabox, Fakhruddin kept it to three things: “Control and monitoring, managing repetitive replies and centralized communication.”

• The agency wanted full visibility over every customer conversation, instead of chats nobody could see into
• Repetitive replies needed to be managed without agents retyping the same answers each time
• Every conversation had to live in one place the whole team could see and act on
• Ad traffic needed a direct path into WhatsApp, where the sales conversation actually happens

What changed with Gallabox

With every conversation moved off personal phones, the team could finally see its pipeline as a whole and respond to travellers as one agency, not a group of individual numbers.

A Shared team inbox replaces scattered numbers

Every conversation that used to live on a personal phone now runs through a Shared team inbox, giving the agency one place to see, assign and track every customer interaction.

Click-to-WhatsApp ads turn clicks into conversations

Instead of ad clicks landing somewhere disconnected from the sales process, Click-to-WhatsApp ads route interested travellers straight into a WhatsApp conversation the team can pick up immediately.

What one view of the customer delivered

20% growth in lead generation

Connecting ad traffic directly to WhatsApp and following up from a shared inbox brought more enquiries in, and let fewer slip away.

20% increase in customer satisfaction

Faster answers from a team that can see the full conversation history, instead of picking up where a colleague left off blind, made a visible difference for travellers.

20% impact on business growth

Burhan Alwataniya Travel also reported 20% growth in first-time customer conversion, 15% growth in its customer base and a 10% rise in gross business profits.

No more missed connections

Centralizing conversations in a shared inbox and routing ad clicks straight into WhatsApp gave Burhan Alwataniya Travel a single view of every customer relationship it never had on personal phones.

Travellers used to be one missed message away from booking elsewhere. Now the agency sees them coming.