Infobip > Case Studies > Beam&Go: Streamlining Customer Communication and Reducing Costs with Infobip

Beam&Go: Streamlining Customer Communication and Reducing Costs with Infobip

Technology Category

Networks & Connectivity - 5G
Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Equipment & Machinery

Applicable Functions

Sales & Marketing

Use Cases

Time Sensitive Networking

About The Customer

Beam&Go is a payment and digital marketplace that empowers migrant workers by giving them control over how their remittances are spent by their families back home. The platform serves over 286,000 users, including OFWs from Singapore, Hong Kong, the UAE, and more, and their beneficiaries. It connects them to over 8,000 locations, services, and products across the Philippines. On Beam&Go, an OFW can allocate a specific amount of money to a specific merchant, and the platform then forwards a unique gift code to the chosen beneficiary to spend the amount only in that category and location. This system helps manage the financial responsibilities of their family network, addressing the issue of remittance leakage and empowering families to better manage their finances and make responsible spending decisions.

The Challenge

Beam&Go, a payment and digital marketplace that serves over 286,000 users across various countries, was grappling with several customer service challenges. The company was struggling with long customer response times due to agents having to switch between different tools and platforms to resolve customer inquiries. This led to extended working hours for agents and made it difficult for management to track their performance and workload. Additionally, the lack of data centralization resulted in a poor customer experience as agents often had to start conversations with customers from scratch due to siloed data. Beam&Go also used different providers for different channels to conduct their campaigns, which led to high costs and underperforming campaigns due to the inability to consolidate tools and data into a single interface.

The Solution

To address these challenges, Beam&Go turned to Infobip, a single platform for omnichannel customer communication. Infobip’s cloud contact center solution, Conversations, and its customer data platform, People, were the ideal combination to meet Beam&Go's needs. Conversations enabled Beam&Go to quickly start using multiple channels such as Messenger, Live Chat, and WhatsApp to provide customer service. Messenger was used as the main channel for customers to get in touch with and receive more information about the company and its services. Live Chat was added to their website to provide real-time support to visitors, and WhatsApp was added to their Facebook page for quick and easy communication. Beam&Go also started sending promotional campaigns through Email and Viber to generate new leads and improve sales. The customer data platform, People, helped Beam&Go to segment their customers for personalized email campaigns.

Operational Impact

The implementation of Infobip’s platform brought about significant improvements in Beam&Go's operations. By switching to a unified solution, they were able to handle campaigns, conversations with customers, and gain valuable insights from analytics and reports more efficiently. This led to a reduction in services from previous providers, resulting in significant cost savings. The use of Infobip’s JIRA integration also proved to be more agent-friendly and efficient, greatly improving the marketplace’s agent response time. Furthermore, with the support and guidance of Infobip and the customer data platform, People, Beam&Go was able to improve messaging and targeting on multiple channels, leading to improved customer experience.

Quantitative Benefit