Edenred UAE: Enhancing Customer Service with Infobip’s Cloud Contact Center and Chatbot
Technology Category
- Platform as a Service (PaaS) - Application Development Platforms
- Robots - Wheeled Robots
Applicable Industries
- Buildings
- Finance & Insurance
Applicable Functions
- Sales & Marketing
Use Cases
- Chatbots
- Time Sensitive Networking
Services
- Cloud Planning, Design & Implementation Services
- System Integration
About The Customer
Edenred UAE is a rapidly growing payroll service provider in the United Arab Emirates, serving more than 6,000 companies, 2 million employees, over 10 banks, and 35+ financial institutions. The company facilitates the financial inclusion of countless workers, allowing companies to comply with local regulations that require wages to be traceable. Their Edenred Payroll Platform allows companies to efficiently manage the salaries of all their employees in one place and in compliance with the Wage Protection System established by the UAE Central Bank. C3Pay, a mobile app linked to Mastercard, enables employees, mostly unbanked or underbanked, to access essential financial services and leverage personal wealth with elevated features relevant to their needs at minimal prices.
The Challenge
Edenred UAE, a fast-growing payroll service provider in the United Arab Emirates, faced a significant challenge as its customer base grew from 1 million to 1.5 million cardholders within a few months. The company relied on email as a primary tool for customer queries, but it had limited visibility into key metrics such as first-response time, average handle time, or customer satisfaction. The company also had manual dedicated queues to action high-priority queries and lacked self-service capabilities. As the customer base expanded, customer support activities became increasingly difficult to manage and track. Edenred UAE recognized the need to implement new tools that would help scale its customer service without compromising on user experience and increasing costs.
The Solution
To address these challenges, Edenred UAE decided to use Infobip’s contact center solution Conversations and chatbot building platform Answers. These tools provided self-service options for money transfer queries over WhatsApp Business Platform. Edenred UAE created a multilingual chatbot through Answers that could resolve common queries using multimedia and was available 24/7. When used in combination with Conversations, the chatbot could transfer complex queries to an agent with the right experience without losing conversation history or context. Additionally, Conversations provided Edenred UAE with the analytics it needed to improve its customer support over time, including first response time, average wait time, CSAT scores, and more. After the successful implementation of these tools for money transfer-related queries, Edenred UAE decided to substitute email with the chat app for all customer service queries.
Operational Impact
Quantitative Benefit
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