Boxit Storage Boosts AOV by 95% - Wati Case Study
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Boxit Storage Boosts AOV by 95% and Slashes CPA by 34% with Wati's WhatsApp Automation
About Boxit Storage
Boxit Storage is a leading on-demand storage and moving partner in the Middle East, with operations in Riyadh, Kuwait, and Dubai. They provide a full spectrum of flexible services for both personal and business clients, including "storage-by-the-box," private storage spaces, and comprehensive local and international moving solutions. Boxit's modern, tech-enabled approach allows customers to manage their storage and logistics needs entirely online. To deliver on their promise of seamless service, their customer experience and operations teams rely on Wati to manage customer interactions and streamline service delivery from end to end.
The Challenge
The business landscape in the Middle East, particularly in Saudi Arabia, runs on WhatsApp. Boxit's team recognized that this was the preferred and primary communication channel for their customers.
However, managing high volumes of inquiries, sending quotations, tracking invoices, and collecting payments through disjointed or manual systems was inefficient, difficult to track, and unscalable. The company needed a robust solution that could meet customers on their preferred platform while also providing powerful automation and seamless integration with their existing tech stack (an in-house OMS, AirTable, and Zapier).
Before Wati
Manual, disjointed management of customer inquiries.
Slow, untracked process for sending quotes and payment links.
High lead drop-off rates due to delayed follow-ups.
Limited insight into customer conversation data.
Complex, clunky tools that were difficult to integrate.
After Wati
A centralized communication hub for all WhatsApp and Instagram conversations.
Automated and trackable delivery of all critical sales documents via WhatsApp.
Instant, 24/7 automated follow-ups via bots to engage leads immediately.
A simple, easy-to-use platform with powerful APIs and webhooks.
How Wati Transformed the Process
Wati's simplicity, ease of use, and powerful integration capabilities were key to Boxit's success. The transformation was immediate and multi-faceted:
The Bottomline
+95% Increase in Average Order Value (AOV)
Order value nearly doubled, jumping from $91 to $177. This was achieved by analyzing chat transcripts to identify and proactively promote offers that resonated with high-value customers.
-34% Reduction in Cost Per Acquisition (CPA)
Order value nearly doubled, jumping from $91 to $177. This was achieved by analyzing chat transcripts to identify and proactively promote offers that resonated with high-value customers.
+25% Growth in Sales Qualified Leads (SQLs)
Boxit successfully grew its lead pipeline, capturing more high-intent customers per month. This growth was fueled by identifying the highest-intent audiences by tracking keywords in real-time.
20% Ad Budget Reallocation for Higher ROI
The team identified and shifted 20% of its ad budget to the best-performing chat segments. This data-driven move maximized ROI by focusing resources on audiences proven to convert.
Drastic Reduction in Lead Drop-off
Instantly engaging customers with automated follow-ups via Wati's bots captured interest 24/7. This ensured that no lead went cold, dramatically improving the chat-to-SQL conversion rate.
Centralized Command Center
Wati provided a single dashboard for all WhatsApp and Instagram messages across three countries, giving the customer experience and operations teams a unified view to track performance.
"In the Middle East, business runs on WhatsApp. Wati was the only solution that was simple to use but powerful enough to automate our entire customer journey, from first inquiry to payment. The results speak for themselves: slashing our acquisition costs by 34% while simultaneously increasing our average order value by 95% is a game-changer for our business."
Abdullah Alshohail
Executive Lead, Boxit Storage
Executive Lead, Boxit Storage
Looking Ahead
Having used Wati for their Saudi, UAE, and Kuwait markets, Boxit Storage is perfectly positioned to scale its success. The team plans to:
Deepen OMS Integration:
Enhance their Wati integration to provide customers with real-time order tracking and fulfillment updates directly within their WhatsApp chat.
Deploy Sophisticated Chatbots:
Roll out more advanced, multi-step bot flows to handle complex service inquiries and booking modifications, freeing up agents for high-value tasks.
Launch Hyper-Personalized Campaigns:
Expand the use of Wati's analytics to create targeted marketing campaigns and offers based on a customer's specific service history and chat data.
Standardize Success:
Take the winning automation flows and analytics strategies from the UAE market and deploy them across their Saudi Arabia and Kuwait operations to drive consistent growth.