How Hydrojeen simplified support and boosted growth by 30% with Gallabox

Founded in 2020 by Mohammed Albaity and Muhannad al-Qurashi,Hydrojeenis pioneering smart water management solutions in Saudi Arabia. As an SDA-based social enterprise approved by the Ministry of Human Resources and Social Development, the company addresses a critical challenge.

Hydrojeen's innovative smart monitoring device helps homeowners track their daily water consumption through a mobile app, immediately alerting them to leaks or unusual usage patterns. Since water tankers can cost multiple times more than network water, Hydrojeen's solution has become essential for Saudi households looking to prevent surprise water bills and water damage from undetected leaks.

The Challenge: Growing pains with customer service

Tariq Alrefai, Hardware Design Engineer at Hydrojeen, candidly shares that they were having a very hard time managing a high volume of support requests. The rapidly growing startup was struggling to answer customer enquiries efficiently as demand for their smart water monitoring systems surged across Saudi Arabia.

With homeowners increasingly relying on Hydrojeen's technology to protect their homes from water damage and control costs, the company needed a robust customer support system that could scale with their growth. Their existing setup was proving inadequate for handling the volume and complexity of customer interactions.

The search for a solution

Before settling on Gallabox, Hydrojeen evaluated various customer communication platforms. They looked at Wati and other alternatives, searching for a solution that could streamline their customer interactions while maintaining the personal touch their users expected.

The evaluation criteria were clear: they needed more than just a messaging platform. They required a comprehensive solution that could automate routine enquiries, manage team workflows efficiently, and still provide the high-quality support their customers deserved.

Why Gallabox was a natural choice

“Good onboarding service, excellent support and friendly user experience,“ Tariq explains when asked why Hydrojeen chose Gallabox. The decision came down to three critical factors that set Gallabox apart from competitors.

First, the platform offered intuitive chatbot capabilities that could handle common questions about water consumption patterns, app troubleshooting, and device setup — freeing up the support team to focus on more complex issues.

Second, Gallabox"s WhatsApp Flows allowed Hydrojeen to create sophisticated customer journeys that guided users through submitting their enquiries. Finally, Gallabox"s own commitment to customer service resonated with Hydrojeen"s values.

How Hydrojeen uses Gallabox

The implementation focused on three key objectives:

• Streamlining customer communication to ensure no inquiry went unanswered
• ‍Improving team productivity through intelligent routing and automation
• ‍Automating customer support for frequently asked questions.

While Hydrojeen leverages a lot of Gallabox functionalities for everyday messaging, they are power users of two primary features to deliver exceptional customer support:

Chatbots

Hydrojeen"s chatbots handle initial customer enquiries, providing instant responses about water usage data, troubleshooting common app issues, and guiding users through device installation. This ensures customers get immediate help 24/7, crucial for a product that monitors something as essential as water supply.

Flows

Automated flows manage complex customer journeys, from onboarding new users to handling leak detection alerts. When the system detects unusual water consumption, automated flows ensure customers receive timely notifications with clear action steps, potentially saving thousands of riyals in water damage.

Blowing business impact out of the water

The results exceeded expectations. Within months of implementing Gallabox, Hydrojeen saw remarkable improvements across multiple business metrics.

Tariq reports that Gallabox has contributed to an impressive 30% impact on overall business growth. But the benefits extend far beyond this headline figure:

• Customer satisfaction rates increased by 30% as response times dropped and issue resolution improved
• ‍Conversion rates for new customers grew by 25%, with better onboarding support helping new users get the most from their smart water monitoring systems
• ‍Customer base expanded by 10% as word-of-mouth referrals increased thanks to improved customer experiences.

Looking forward

As Saudi Arabia continues its Vision 2030 transformation, with water management being a critical component, Hydrojeen is well-positioned for growth. The partnership with Gallabox has given them the customer support infrastructure needed to scale efficiently while maintaining the high service standards their users expect.

For a company whose mission is to help Saudi households save water and money through smart technology, having an equally smart customer communication platform has proven essential. As Hydrojeen expands across the Kingdom and potentially into other water-scarce regions, Gallabox will continue to be a crucial partner in their growth journey.