Logistics

How BlackBuck gives Managers Visibility across 80+ Key-Account WhatsApp Numbers

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BlackBuck is India’s largest trucking network, with more than 12 lakh trucks and 15,000+ clients running on its platform across 2,000+ locations.

Truck operators use it for payments, FASTag, GPS tracking, load discovery and vehicle financing. Its key account managers handle the relationships behind the biggest of those clients, each working from a company-provided number.

Most of that relationship runs on WhatsApp, across a mix of client groups and one-to-one chats.

The Challenge

80+ company WhatsApp numbers handling key client relationships, with no central visibility for managers

Since the team worked from their own numbers, the managers had no central way to see any of it. Checking how an account was being handled meant asking that account manager for an update, or going through the chats one at a time.

The data was the bigger loss.

Months of client interaction sat on those phones where BlackBuck’s own systems could not reach it, and the company wanted that information pulled through APIs into the internal workflows and reporting it already ran on.

The data was the bigger loss.

The Solution

One workspace across all numbers, with APIs passing conversation data into internal systems

Periskope brought those numbers into one workspace, giving managers a shared view of client communication and the team a way to access conversation data programmatically.

Multi-number WhatsApp Inbox: Managers and authorised team members access every connected number from one place.
WhatsApp Group Management: Client groups and one-to-one chats sit in the same inbox, so a manager follows an account without switching numbers.
APIs and Webhooks: BlackBuck pulls messages from both groups and one-to-one chats into its own applications and workflows.

The Impact

Managers get visibility across every key account, and conversation data reaches internal systems

BlackBuck now has a central workspace for conversations across its 80+ company WhatsApp numbers. Managers can follow key client interactions across the team without depending on individual account managers for updates.

The API access also gives BlackBuck a way to move conversation data into its own systems. WhatsApp interactions can feed into internal workflows, reporting and applications instead of remaining isolated across individual chats.

This connects day-to-day client communication with the wider systems BlackBuck uses to manage its key accounts.