Case Overview
EKAL Co is a Saudi Arabian hospitality group that licenses and operates renowned restaurant brands across the Kingdom. Two of its flagship restaurants—Villa Fayrouz and Balcona—were looking to modernise their client communications and outreach strategy. Nabu IT Solutions, through our partner Karaz Agency, developed a comprehensive WhatsApp Business API solution paired with targeted campaign management.
Involvement
- WhatsApp Business API
- Chatbot Development
- Audience Segmentation
- WhatsApp Marketing Campaigns
- Analytics and Reporting
The Problem
Villa Fayrouz and Balcona Restaurants required an efficient channel to handle customer inquiries and drive bookings while reducing manual customer support workloads.
Additionally, EKAL Co needed a direct communication method to re-engage previous clients through promotional messaging, while staying compliant with WhatsApp policies and user opt-in regulations.
The Solution
We deployed the WhatsApp Business API across both restaurant brands, enabling them to:
Automatically greet clients upon message initiation.
Present interactive menu options for:
Viewing the restaurant’s location
Accessing the menu
Booking a reservation
Contacting customer support
Open a support ticket seamlessly when the user chooses to speak with an agent.
Send promotional campaigns to previously opted-in client numbers via approved WhatsApp templates.
Provide clients the ability to unsubscribe with a simple “Stop” reply, and an easy opt-in option to re-subscribe later.
Our Approach
API Integration & Chatbot Development
We integrated the WhatsApp Business API for both brands and developed tailored chatbot flows that align with each restaurant’s branding and customer expectations.
Support Workflow Configuration
Users selecting “Contact Support” automatically triggered a backend workflow to open a support ticket, allowing human agents to follow up directly.
Marketing Campaign Strategy
Segmented existing client numbers based on opt-in status.
Designed message templates focused on promoting new offers and driving bookings.
Managed the template approval process through WhatsApp.
Scheduled and monitored campaigns via a central dashboard.
User Consent Handling
A clear opt-out mechanism was implemented (“Stop” reply), with a one-click re-subscription option, ensuring transparency and compliance.
Results
High Visibility
Achieved over 95% delivery rate of messages.
Targeted Reach
Reached +7000 unique users
Significant Engagement
Achieved 32% CTR
Direct Leads
Engaged +2000 users who went to the booking pages.
