Infobip > Case Studies > Kibon's Digital Transformation: Enhancing B2B Communications and Campaign Management with Infobip's Solution

Kibon's Digital Transformation: Enhancing B2B Communications and Campaign Management with Infobip's Solution

Technology Category

Analytics & Modeling - Real Time Analytics
Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Cement
Telecommunications

Applicable Functions

Maintenance
Sales & Marketing

Use Cases

Real-Time Location System (RTLS)
Time Sensitive Networking

Services

Cloud Planning, Design & Implementation Services

About The Customer

Kibon is a beloved ice cream brand in Brazil that has been in operation for 80 years. It is part of Unilever and is responsible for some of the most famous ice cream brands in the country, including Cornetto and Magnum. Kibon's mission is to build a happier and more inclusive world one street at a time. The company has a network of business partners, including bakeries, bars, and cafeterias across the country, which are key to reaching Kibon's customers. These partners sell Kibon's ice creams and have the company's heart-branded refrigerators.

The Challenge

Kibon, a renowned ice cream brand in Brazil and part of Unilever, faced a challenge in streamlining its B2B communications and campaign management for its tech-savvy business partners. These partners, including bakeries, bars, and cafeterias, were instrumental in bringing Kibon's products to the streets of Brazil. However, as these partners transitioned to digital forms of communication, Kibon needed to adapt and find new ways to make the customer journey from purchase to maintenance seamless. The challenge was to find a suitable technology partner and communication channel that could provide real-time assistance to their business partners, quickly launch campaigns, increase customer engagement and retention, and expedite Kibon's digital transformation journey.

The Solution

Kibon partnered with Infobip to implement a customer engagement solution over the WhatsApp Business Platform, the most popular channel among their business partners. Kibon introduced Kiki, a virtual assistant, to resolve business partners' queries in real-time. Infobip's omnichannel customer engagement solution, Moments, and cloud contact center, Conversations, were integrated into the WhatsApp Business Platform. Moments allowed Kibon to build automated workflows covering the entire business partner journey, ensuring personalized and segmented messages based on behavior and demographics. This improved campaign efficiency and informed future marketing strategies. Conversations improved customer service by ensuring seamless transfer to a live agent if Kiki couldn't answer a question. The agent had a single view of the partner's conversation history, providing contextual support. Infobip's platform reports and Professional Services team further supported Kibon in evaluating processes and implementing the WhatsApp Business Platform throughout the customer journey.

Operational Impact

The implementation of Infobip's customer engagement solution over the WhatsApp Business Platform helped Kibon streamline their business partner communications and accelerate their digital transformation journey. The solution enabled quicker customer support, with a reduction in the average ticket opening time to just 3 minutes. Kibon was able to run a successful marketing campaign for Magnum ice creams, which resulted in a 10% conversion rate and an impressive ROI of over 30,000% in just three days. The campaign was so successful that Kibon achieved these targets without the need to offer discounts. The success of this campaign has led to Kibon working closely with Infobip's Professional Services team to create more innovative campaigns in the future.

Quantitative Benefit