Infobip > Case Studies > E-table: Enhancing e-booking and Reducing Restaurant No-Shows with IoT

E-table: Enhancing e-booking and Reducing Restaurant No-Shows with IoT

Technology Category

Infrastructure as a Service (IaaS) - Cloud Databases
Networks & Connectivity - 5G

Applicable Industries

Telecommunications

Applicable Functions

Quality Assurance
Sales & Marketing

Use Cases

Counterfeit Product Identification
Fraud Detection

About The Customer

E-table is an online reservation booking business operating in Greece and Cyprus. The company provides a platform for users to find restaurants, view menus, read detailed restaurant descriptions and reviews, and book tables online. E-table is committed to providing a seamless and efficient booking experience for its users, while also ensuring their data privacy and identity protection. The company is constantly seeking innovative solutions to enhance user experience and stay competitive in the market.

The Challenge

E-table, an online reservation booking business, was facing a significant challenge with fake reservations leading to a high number of restaurant no-shows. This was causing major revenue losses and negatively impacting their reputation. The company needed to ensure user data privacy and prevent misuse of identities. The issue of fake users registering with counterfeit phone numbers and making reservations was a major concern. Additionally, E-table was looking to automate processes such as reservation confirmations and notifications, while also maintaining the flexibility for manual communication in critical situations. To stay competitive and provide the best user experience, E-table needed innovative communication channels that ensured identity protection and seamless interaction for their users.

The Solution

E-table partnered with Infobip to integrate Viber messaging experiences and number verification for fraud prevention. This solution helped protect their users, prevent fraud, and significantly reduce the number of restaurant no-shows. The first step was implementing phone number verification during the sign-up process, which helped confirm user identity and eliminate fake users from their database. This reduced the number of bad requests for their restaurant partners. Infobip also provided E-table with automated messaging and the ability to manually send notifications when immediate attention was required. To stay ahead of the competition, E-table added Viber as an additional communication channel, enhancing user engagement and elevating their advertising campaigns.

Operational Impact

By eliminating fake numbers in their database and enhancing security against fraudulent users, E-table significantly reduced the number of no-shows. Compared to the industry average of 5-6%, E-table managed to decrease their no-show rate to 1.75%. The company also reduced costs by only sending messages to verified phone numbers, thus eliminating wastage of resources on servicing fake users. The implementation of Viber as an additional communication channel not only improved their communication experiences but also provided an effective platform for advertising. This wider reach allowed the company to promote new deals to restaurant owners, leading to an increase in sales and overall business growth.

Quantitative Benefit