Import & Distribution

Distribution & Logistics — Ice and Frozen-Goods Delivery Route

Distribution & Logistics — Delivery and supply route for business customers (retail, stores, gas stations)

We took a distribution business where orders came in from five separate channels and customers fell through the cracks — and turned it into a single system that centralizes every order and conversation, answers customers 24/7 in Hebrew and Arabic, and never loses a single inquiry.

WhatsApp Business API

Distribution route-management system (CRM)

OpenAI GPT-4

Speech-to-Text

Company website (lead form)

Telephony system

Challenge

The Challenge

At the client, orders came in from every direction at once: a field rep, a call-center agent, a driver phoning from the road, a website form, and customers sending orders on WhatsApp even at 3 a.m. (liquor stores and gas stations). Every channel was logged in a different place, duplicates were created, and entire customers simply fell through. Leads from the website form were sent to email and waited for someone to remember to move them manually into the CRM — and if they forgot, a customer was lost. WhatsApp communication ran from employees' personal phones, with no central management, no history and no shared access for the team. The WhatsApp message response rate stood at just 15-25%, which caused unnecessary driver trips and missed customers who actually wanted delivery. And above all loomed a heavy concern about the summer season: 700-800 additional customers against a single call-center agent who wouldn't keep up with the load.

Solution

The Solution

We built an end-to-end operational system around the client's route-management system and WhatsApp. At its core: a single central platform to manage all WhatsApp conversations — agent assignment, role-based permissions, access from multiple computers and full customer history in one place; an automatic connection of the website form directly to the CRM (a customer record opens by itself, an automatic WhatsApp thank-you message, a manager alert and SLA tracking that flags if a lead isn't handled within 24 hours); and automatic consolidation of orders from all five channels into one system, with duplicate detection, source and status tagging and a monitoring dashboard. On top of that we added an AI agent on WhatsApp that manages conversations 24/7 in Hebrew and Arabic, pulls customer data from the system, confirms and saves orders and transcribes voice messages; campaign automation for delivery confirmations by forecast status with tiered reminders and follow-ups; automatic transcription and summarization of field-rep and call-center phone calls directly to the customer record, including the creation of follow-up tasks; standing delivery-preference fields (day, quantity, frequency, language) that update from within the conversation; backup and escalation mechanisms for unanswered messages, including automatic redirection from a phone call to WhatsApp; and automatic satisfaction surveys after every delivery with AI analysis, daily reports and immediate alerts on complaints.

Our Approach

A central platform to manage all WhatsApp conversations — agent assignment, role-based permissions, access from multiple computers and full customer history in one place

Automatic connection of the website form directly to the CRM: opening a customer record, an automatic thank-you message, a manager alert and 24-hour SLA tracking — zero lost leads

Automatic consolidation of orders from all channels (rep, call center, driver, website, WhatsApp) into one system with duplicate detection, source/status tagging and a monitoring dashboard

A 24/7 AI agent on WhatsApp to manage conversations and orders — Hebrew and Arabic support, voice-message transcription, pulling customer data and saving orders automatically

WhatsApp campaign automation for delivery confirmations by forecast status, including reminders and automatic follow-up for those who didn't respond

Automatic transcription and summarization of phone calls for field reps and the call center, with saving to the CRM and creation of follow-up tasks

Standing delivery-preference fields (day, quantity, frequency, language) that update automatically from within the WhatsApp conversation

Backup and escalation mechanisms for unanswered messages, including automatic redirection from a phone call to WhatsApp

Automatic satisfaction surveys after every delivery with AI analysis, daily reports and immediate alerts on complaints

Technologies Used

WhatsApp Business APIDistribution route-management system (CRM)OpenAI GPT-4Speech-to-TextCompany website (lead form)Telephony systemDriver tablets

The service behind this project

Business Automation

Results

The Results

WhatsApp message response rate before the projectOnly 15-25%

Order channels consolidated into one system5 channels (rep, call center, driver, website, WhatsApp)

Customer response availability24/7 in Hebrew and Arabic

SLA for handling a lead from the website24 hours with an automatic alert

The business moved from a state where orders and leads were scattered across five separate channels and lost, to a single system that centralizes every order and conversation, detects duplicates and never drops an inquiry. The AI agent enables responding to customers around the clock — including the overnight orders that previously went unanswered — in Hebrew and Arabic, which prepares the business for the summer load instead of a single call-center agent who buckles. Every lead from the website automatically becomes a customer record with SLA tracking, and every rep or call-center phone call is logged and summarized automatically in the customer record. The project was closed, deployed and paid in full, and an expansion to an AI voice agent for outbound and inbound calls — to capture even the customers who don't answer on WhatsApp — is already under consideration.

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