Ligentia Global, a technology-focused Freight Forwarding Firm based in Leeds, UK, was facing a significant challenge in managing the data flow from their Transportation Management System (TMS) to their Warehouse Management System (WMS). The company, which provides a range of services including air, road, rail, and sea freight management, as well as warehousing, was struggling with disparities in the quality and file type of data ingested from various customers. This required custom development for nearly every customer and every job, leading to inefficiencies and delays in their shipping and receiving processes. The challenge was to streamline these processes without any risk of missed requests, while also providing their customers with complete visibility 24/7 and relaying complex data in simple and easy-to-understand formats.

Magnate Worldwide, a global freight forwarder and customs brokerage based in Portland, OR, was grappling with two significant systems-related issues. Firstly, the executive and operational teams were finding it increasingly challenging to manage their business due to the need to access multiple different systems for an overview. This fragmentation was negatively impacting their efficiency and decision-making capabilities. Secondly, their customers, who were dealing with disparate data sources and platforms, were seeking a unified view of their data. The lack of a single, comprehensive system was causing frustration and inefficiencies, both internally and for their customers.

Fifth Third Bank, the largest money manager in the midwestern United States, was looking to transform into a data-driven company. The bank embarked on an enterprise data strategy initiative that leverages data virtualization and logical data fabric. The primary objectives of this initiative were to improve compliance with numerous regulations, exceed customer expectations, increase adaptability and automation, and accelerate the modernization of its core data infrastructure. However, the bank faced challenges in establishing a critical data abstraction layer that could limit the user impact of a platform migration, creating standardized, reusable data domains, and building a modern, distributed data mesh architecture for analytical data management.

Bitso, a leading fintech company in Mexico, was founded in 2014 to facilitate the exchange between physical and virtual money. It aimed to address the burgeoning volume of cryptocurrency transactions in a country where the unbanked population totals an estimated 42 million. However, Bitso faced significant challenges in its journey to become the largest digital cryptocurrency exchange platform in Latin America. The primary challenge was ensuring security, particularly in protecting users against fraudulent account-related charges and safeguarding user identities. Bitso needed to guarantee that high-value transactions, account-related changes, and account access were protected and only accessible by legitimate users. As the company expanded globally, it started experiencing an increase in support calls for global one-time passwords (OTP) that were not being delivered. Some users were receiving OTPs in non-native languages, or messages about issues unrelated to Bitso, resulting in a poor user experience.

The global pandemic has accelerated the need for digital transformation, with companies being forced to support a remote workforce for health and safety reasons. This shift towards remote work has created a demand for efficient and effective remote call center solutions. JustCall, a rapidly growing organization based in India, aims to meet this demand by helping businesses set up remote call centers from anywhere in the world without the need for extra hardware. However, they faced challenges in tracking their salespeople's phone calls and expanding their services internationally. They also needed to offer a local number feature that is cost-efficient for businesses to project a local presence within each country they operate in.

Luminare, a healthcare company initially focused on sepsis detection, found itself in a unique position during the COVID-19 pandemic. The company had been using Twilio to power low volume, high-value SMS messaging to physicians and teams as part of their sepsis detection software. However, with the onset of the pandemic, Luminare saw the need to modify its platform to address COVID-19 syndromic surveillance and aid in mass vaccine administration. The challenge was particularly acute in Dallas County, Texas, where the launch of COVID-19 vaccinations in early 2021 led to overwhelmed healthcare systems. The scarcity of healthcare providers to handle appointment scheduling and administration, coupled with paper-based systems requiring a team of over 100 full-time volunteers for data entry and communications, resulted in hours-long waits and only about 2,000 shots administered per day.

World Central Kitchen (WCK), a non-profit organization founded by Chef José Andrés, has been providing immediate food relief after disasters and strengthening local food systems throughout the Caribbean and Latin America since 2010. The organization has served over 50 million meals to communities affected by natural and man-made disasters worldwide. However, when the COVID-19 pandemic hit, WCK faced a unique challenge. Unlike previous disasters where infrastructure was often destroyed, the pandemic left all infrastructure intact. WCK needed to figure out how to use this intact infrastructure to continue providing meals to communities in need. Additionally, the pandemic led to an economic crisis, resulting in a soaring number of families stating they did not have enough to eat. Food banks were seeing record-breaking lines, and food distributors were wasting food due to lack of sales.

Reefi, a leading online retailer in Saudi Arabia, faced significant challenges in managing its rapidly expanding customer base. Having started sales through social media, the company grew to become a top destination for high-quality homewear products, boasting a loyal customer base of 700,000 and 12 multi-product concept stores across the Kingdom. However, the company's exponential growth presented a significant challenge, particularly in terms of marketing and customer service. The high volumes of requests from telephone systems and web chats were overwhelming for the customer service agents, who struggled to handle all these requests promptly and efficiently. The company recognized the need for innovative solutions to cater to its expanding customer base and enhance the engagement and interactivity of its customer communication.

Aramex, a Dubai-based logistics company, was facing challenges in enhancing the effectiveness of its delivery process and improving the customer experience. The company was seeking a solution that could be implemented quickly to meet the growing demands of e-commerce and the increasing need for a seamless last mile experience. The company was also looking to digitize and streamline its processes to minimize the number of delivery attempts and improve navigation through various regions and major markets. The challenge was to find a technology platform that could support their digital transition and enable the highest level of efficiency.

Yespo, a B2C omnichannel customer data platform, was seeking to enhance its omnichannel capabilities by adding a scalable rich media messaging channel to its existing portfolio. The company wanted to leverage large volumes of data to communicate with customers over various messaging channels. The addition of Viber was strategic due to its high penetration and adoption rates in Yespo's target regions, its rich media capabilities that make messaging campaigns engaging and personalized, and its compatibility with Yespo's omnichannel flows. Yespo was looking for a wholesale partner that could integrate Viber into their platform and enable their clients to create flows for use cases such as cart abandonment, newsletters, and promotional offers with ease, thereby increasing the number of messages sent via the Yespo platform and revenue as well.

Advania, a Nordic IT services provider, faced a significant challenge when a service provider’s network went down for several days. This outage affected INNA, an application used by 90% of the colleges in Iceland for managing tuition, attendance, fees, and document sharing. INNA also had a feature to send SMS alerts to students, which was crucial for notifying students about class cancellations. The SMS service, which had been set up around 20 years ago, was prone to occasional outages and message backlogs. However, the situation became critical when Vodafone’s SMS service, the texting provider, broke down for several days, crippling INNA’s ability to send messages. Advania needed to quickly find an alternative texting provider to incorporate into INNA.

Kiddom, an educational technology platform, experienced rapid growth following the COVID-19 pandemic as remote and hybrid learning models became the norm. The platform, which offers a range of features such as single sign-on, customizable lesson plans, and grade tracking, sought to add video chat and in-platform messaging to its suite of tools. However, building these core functions in-house was deemed difficult, expensive, and time-consuming. The company needed a reliable, scalable, and quick-to-market solution that could handle the increased user base and enhance the communication functionality of the platform.

Tabby, a flexible payment method provider, was facing a challenge with its mobile user experience (UX). The company relied on Zendesk Forms for customer support, but the mobile UX was inefficient and clunky, leading to lower user satisfaction and longer resolution times. The existing customer support ticketing system was not meeting the team's expectations. With nearly 70% of all support tickets originating from mobile users, the need for an improved solution was urgent. The company was looking for a way to connect users to agents quicker and resolve issues faster without having to replace Zendesk entirely.

Mahindra Auto, India’s largest vehicle manufacturer, was facing a challenge in delivering critical, real-time information to its car dealers. The car dealers, who are at the forefront of the car purchasing journey, had to endure a lengthy process to obtain information that would help buyers choose the right car and complete their purchase. This time-consuming process resulted in frustration and inefficiency. Mahindra Auto was in need of an easy-to-use solution that could deliver real-time information to help the dealers plan and track funds and inventory more effectively.

Marham, a Pakistani healthcare app, was facing a significant challenge in improving its SMS delivery rates and increasing brand trust. The app, which connects patients and doctors, was using SMS to schedule appointments and send reminders. However, issues arose with messages from alphanumeric senders not being delivered to people subscribed to the DND (do not disturb) list. The lack of delivery reports led to a high customer complaint rate. Additionally, Marham faced difficulties with SMS delivery to ported numbers or patients who changed their service provider and found it challenging to send bulk promotional messages to their users. With 15,000 bookings per month and 500,000 visits to their website, Marham needed to find a more reliable communication channel to notify their patients and improve their delivery rates.

One Acre Fund, a non-profit organization that provides asset-based financing and agricultural training to approximately 1.5 million farmers in East Africa, faced a significant challenge in its communication with farmers. In 2016, the organization introduced an interactive mobile channel using two-way SMS to communicate with farmers for non-seasonal orders. However, the service provider only offered a prepaid model and the level of service was found to be subpar. The limited functionality of the SMS channel also created a disconnect between the farmers and the organization, hindering effective communication and service delivery.

Silver Monitor, a health tracking device for the elderly, faced the challenge of collecting live data from devices and feeding them to their central servers. The elderly, being mobile like everyone else, required a solution that could work both indoors and outdoors. Traditional connectivity options like WiFi and Bluetooth had limitations in terms of coverage and distance. Silver Monitor required a wireless-based IoT solution that could provide full data coverage and support multiple network profiles. The devices had SIM cards installed, which needed to be managed effectively. The company also needed a solution to manage data traffic and IoT SIM subscriptions to optimize their business operations.

Solidaridad, an international civil society organization, was faced with the challenge of providing training and other relevant information to farmers, miners, and other producers who were beneficiaries of its programs. The organization wanted to expand its reach and move communications to digital channels. However, a significant hurdle was that most of these beneficiaries did not have access to smartphones. Solidaridad's research indicated that over 90% of their program beneficiaries had access to basic and feature phones, making voice-based technology the most viable communication method. Therefore, the organization was in search of a reliable voice-based solutions provider that could help them disseminate information in an efficient and economical way.