Vico Food Box: tracking in the customer’s language across 25 countries and 70% fewer shipment queries

Before Qapla'

• Costs that did not scale The previous software worked, but cost too much at volume.
• Fragmented communications Different alerts for each platform and channel.
• Manual checks Status by status, with anomalies hard to find.
• Wrong language In over 25 countries, emails often went out in Italian or English.

Why they chose Qapla'

Three teams were involved in the evaluation. Marketing was looking for an editor for multilingual emails and tracking pages, with tracked promotions. Logistics wanted a single dashboard for channels and couriers, with address checks and anomalies highlighted. Finance wanted a cost model that grew with volume. The APIs made it possible to connect WhatsApp and an AI chat for parcel questions.

How they work today

The Qapla' dashboard is the first screen for the warehouse and customer care. Labels are created faster and anomalies are visible right away.

Each main market has its own email templates and tracking page, in the customer’s language, with tracked promotions, coupons and suggestions.

The simplest parcel questions are answered from Qapla' data and by the AI chat. Before dispatch, the team can contact the customer to check the address: with perishable products, a wrong address means a return.

Before and after

For Vico Food Box, shipments account for 60-70% of the brand’s reputation: that figure drove the decision.

Their words