Ninja Van, a leading last-mile logistics company in South East Asia, was facing a significant challenge in delivering a million cost-effective and reliable messages per day across the region. The company, trusted by over 600,000 companies and brands, was struggling with the lack of transparency in the parcel delivery process. This was a major issue for customers across Singapore, Malaysia, Philippines, Indonesia, Thailand, and Vietnam. The delivery landscape in these countries was complex, with each country having its own communication regulations, requirements, and different messaging price points. Ninja Van needed to find a real-time messaging provider that was cost-effective and could provide consistent and reliable service across the entire region.

Unilever, a multinational consumer goods corporation, was faced with the challenge of promoting a new line of products from their leading fabric softener brand in Brazil, Comfort. The new products included a washing powder and a washing liquid with improved capabilities. Unilever sought a unique and disruptive approach for their promotional efforts that would guarantee a significant impact. They wanted to approach customers in a way that mimicked how products are organically recommended and in a manner that the customers were familiar with.

VRL Logistics Ltd, the largest logistics and transportation company in India, was facing a significant challenge in reconciling bank statements with automatic toll charges incurred by their vast fleet of vehicles. The company's finance department had to manually cross-check bank statements against toll charges to ensure that they were not being overcharged. This process was not only labor-intensive but also prone to errors. The lack of an automatic reconciliation system between the bank's records and the toll charges was a major hurdle in the company's operations, affecting efficiency and accuracy.

Raiffeisenbank (RBA) was grappling with high call center costs and slow resolution times. The bank was incurring significant costs due to the use of toll-free numbers for customer service. These numbers, while free for customers, were expensive for RBA. Additionally, the bank's contact center agents were overwhelmed with heavy workloads due to the lengthy time spent on each call, leading to long waiting times for customers. RBA also identified a growing preference among their clients for alternative direct engagement channels to avoid call queues. While they had integrated Viber and Telegram into their contact center to enhance customer experience, they sought to incorporate WhatsApp, one of the most popular chat apps, into their platform. However, they needed a reliable WhatsApp Business API solution provider for this purpose.

Kakao, the company behind the popular South Korean instant messaging app, KakaoTalk, faced a significant challenge with its new user registration process. As part of the registration, new users were required to verify their identity using two-factor authentication (2FA), which involved the delivery of one-time PINs (OTPs) via SMS. However, the domestic SMS provider that Kakao initially used for OTP delivery was unreliable, leading to delayed or completely unsuccessful PIN deliveries. This issue negatively impacted Kakao’s new customers due to poor connection and frequent technical issues. The company was in dire need of a reliable global SMS provider that could not only ensure the successful delivery of OTPs but also provide real-time delivery reporting to maintain a high quality of service.

Anand Rathi, a leading financial services firm in India, was seeking to diversify its customer base and engage a younger demographic. The firm aimed to educate and inform customers about investing and wealth management, and promote their products. However, the younger customer base sought a convenient and interactive experience over chat apps, a communication channel that Anand Rathi lacked. The firm faced challenges in providing prompt access to research reports, managing an overwhelmed contact center, re-engaging dormant customers, notifying customers about account updates and renewal dates, and optimizing conversions. The firm needed a communications technology partner to make vital information accessible on their customers’ preferred channel while reducing operating and messaging costs.

Bajaj Auto, one of the world's largest two-wheeler and three-wheeler manufacturers, was facing a significant challenge with its customer engagement and conversion rates. The company primarily relied on SMS for all its communication with customers, including promotional messaging. However, as the number of customers scaled, the number of conversions via SMS started to decline drastically. The existing communication process over SMS required customers to click on a link provided in the text message, which would redirect them to a landing page. Once they opened the landing page, they had to fill out a form with multiple fields to download the information they needed about Bajaj Auto’s products. This long-drawn process often led to customers dropping off before filling out the form. Another challenge was the low deliverability of one-time PINs (OTP) for customers who wanted to subscribe to updates from Bajaj Auto, leading to constant customer complaints.

Nickel, a French company founded in 2014, aimed to provide bank account and payment card access to everyone at minimal cost through non-traditional banking channels like tobacconists. The company's 'virtual banking' model was based on providing fast, simple service to its clients. However, Nickel faced a challenge in optimizing costs and offering reliable communications to enable faster and easier client onboarding. Despite having SMS and two-factor authentication in place, Nickel wanted to streamline the onboarding process and efficiently communicate with their customers. Since all of Nickel’s customers use mobile phones, the company decided to streamline onboarding through the use of two-factor authentication in the form of one-time PINs. The service had to be extremely reliable as customers were performing sensitive financial transactions on the Nickel platform.

ComparTfon, a Mexican telecoms service provider and a division of Compartamos Banco, faced a significant challenge when the COVID-19 pandemic forced the closure of its offline sales channels. Despite their customers being adept mobile users, they were not accustomed to online shopping. The company needed to transition to a digital-only business model and guide its customers through the online purchase journey. The primary goal was to improve website conversion and reduce cart abandonment. To achieve this, ComparTfon needed to help customers navigate the online customer journey using a communication channel they trust, provide valuable real-time support in a cost-effective and scalable way, and capture customer feedback to identify improvement opportunities.

DPD, a leading provider of standard and express parcel services, faced a significant challenge with low message delivery rates, leading to unsatisfied customers and overwhelmed agents. The company used SMS messages to notify customers about package deliveries, but many of these messages never reached the intended recipients. This was often due to inaccurate delivery information, such as incorrect customer addresses or phone numbers. As a result, DPD spent considerable time and resources contacting customers to obtain updated information. This led to misdeliveries or no delivery at all, as customers who didn’t receive notifications weren’t present to accept their packages. The undelivered packages increased costs for DPD and overwhelmed their contact center with queries from unsatisfied customers. DPD recognized the need to improve its overall communication with customers by providing support over their preferred channels.

Indosat Ooredoo, Indonesia’s second-largest mobile operator, was facing a stagnation in its A2P SMS revenue. The company had initially seen exponential growth in this area, but over time, the revenue began to plateau. This was largely due to the increasing interest in A2P SMS from different teams and verticals within the company, leading to inconsistent pricing across departments. This imbalance in A2P pricing between wholesale and enterprise customers was affecting both international and domestic traffic. In some cases, when wholesale pricing was increased, traffic would simply switch to another vertical within Indosat Ooredoo, such as enterprise or consumer. The company recognized the need for a tool to help coordinate market approach and pricing details. They decided to partner with a single A2P SMS provider to manage all A2P SMS traffic and ensure harmonized pricing across different departments. The partner also needed to eliminate grey routes and provide consistent A2P SMS revenue growth.

Juros Baixos, a leading online financial product marketplace in Brazil, was facing a significant challenge in creating efficient message flows and sequential campaigns to guide customers through its multi-step loan approval process. The company had over 30 financial product providers on its platform, each with specific processes requiring tailored messaging. Despite trying various CRM system providers, Juros Baixos lacked a central platform that could connect all 30 messaging systems to the main marketplace system and had minimal SMS automation capabilities. This resulted in long wait times for customers, often up to 24 hours, as they were transferred from one system to another. Furthermore, Juros Baixos lacked clear insight into the performance of its marketing efforts. The company needed a central hub to connect all its messaging systems, automate communication over both SMS and email, and provide access to analytics and performance overviews.

Milaap, South Asia’s largest crowdfunding platform for personal causes and healthcare emergencies, faced a significant challenge in effectively engaging its donor community. The platform, which has transformed the way India gives to those in need, needed a more efficient way to communicate with its donors, 60% of whom are based in India. The existing communication channels, SMS and email, had relatively low delivery and open rates, which hindered Milaap's ability to drive traffic to the platform and increase donations. To overcome this challenge, Milaap required a digital messaging solution that could facilitate fast, secure, two-way communication and had wide consumer adoption in India.

Nissan Saudi Arabia, with a strong heritage dating back to the 1950s, has always prided itself on catering to customers’ needs, creating positive interactions, and building a positive brand image. However, the company faced a challenge in finding the right communication method to cater to customers 24/7. The primary communication channel was a call center, where queries were routed from a website-based chatbot. Due to working hours limitations, customers were not catered to around the clock. The previous chatbot was only available via one channel and accessed through their main website. Analysis of the chatbot user behavior revealed that it was limiting customer penetration to Nissan Saudi Arabia’s services and products. The company realized the impact of delay in response time on customer experience and sought to adopt new communication channels to champion two-way communication with customers.

Oladoc, the largest digital healthcare platform in Pakistan, was facing a significant challenge with low SMS delivery rates, which was leading to low customer retention and patient show-up rates. Many patients using the platform were not receiving appointment confirmations or reminders due to these low delivery rates. Furthermore, due to literacy rates in Pakistan, many patients who did receive Oladoc notifications were not familiar with the style of communication and found it hard to understand the messages they received. As a result, they disregarded the messages, leading to missed appointments. These combined challenges were affecting the healthcare platform’s overall customer satisfaction and retention rates. Oladoc realized that to improve patient satisfaction and loyalty, they needed to work with a messaging provider that could guarantee higher SMS delivery rates and provide a more relatable and personalized experience.

Rapido, a fast-growing courier and parcel service provider, was facing challenges with its customer communications. The company's call center was inundated with calls from customers seeking clarification about their package delivery notifications. This was not only time-consuming for Rapido's employees but also resulted in a poor customer experience. The main issue was the limitations of using Cyrillic characters via SMS for shipping notifications, which were often unclear due to the need for abbreviations. Additionally, Rapido lacked on-demand real-time reporting, which made the process of monitoring delivery status and resolving customer complaints lengthy and inefficient. The company was in need of a new communication channel that would allow for better customer engagement and an easy transition between communication channels.

Telekom Deutschland, one of the world's leading integrated telecommunications companies, was faced with the challenge of creating dynamic cross-sell campaigns to increase conversion rates. The company wanted to announce a free trial of Spotify, the largest audio streaming provider in Germany, in a rich and engaging manner. The goal was not only to inform their customer base about the Spotify Premium offer but also to initiate conversion. Traditionally, Telekom Deutschland used SMS to communicate with existing customers. However, this method resulted in stagnating engagement and low conversion rates. The company realized that to promote their Spotify Premium offer effectively, they needed a digital channel that was as interactive and transformative as the streaming service itself.

Uber, the world's leading ridesharing app, faced significant challenges as it expanded globally. The primary challenge was to maintain the same level of service quality and safety for all users worldwide. User safety was a top priority for Uber, and the company needed to protect both riders and drivers. This issue was gaining global attention, and Uber planned to address it by anonymizing over 90% of users' global calls. However, there were obstacles to achieving this in the UAE, Sri Lanka, and Bangladesh. Furthermore, as a well-known brand, Uber had high customer expectations to meet when entering new markets. Any issues during the registration process could negatively impact users' first impressions, leading to low app adoption. Uber also needed to quickly inform drivers about peak demand times in new markets to avoid increased waiting times and costs for passengers.

CarDekho, India's leading auto tech company, was facing a challenge in meeting customer communication demands. The company, which provides end-to-end car research services, was relying on traditional channels such as SMS and email to notify prospects about deals. However, with the changing communication preferences of customers in the Indian market, these channels were proving to be less effective. Customers were seeking new ways of communicating with brands, and CarDekho needed to adapt to these changes to maintain its position in the market.

Airport AI, a leading AI-powered customer service platform used by over 40 airports globally, was seeking to enhance its customer engagement and support. The company aimed to integrate a communication channel that could simplify customer engagement, answer frequently asked questions efficiently, and expand its reach among passengers worldwide. The desired channel needed to offer ease of use for passengers seeking flight status updates, offers from airport restaurants and shops, directions, and other airport-related information. It also needed to provide real-time communication for faster service updates, two-way communication for interactive and automated passenger engagement, and a reliable and familiar channel with a broad reach and growing global adoption. Lastly, the channel needed to facilitate fast, frictionless connections between passengers and AI bots.

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.

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.

Every day, thousands of South Africans face the tedious task of renewing their vehicle licenses. The traditional methods involved either spending hours in queues at regional licensing departments or getting it done at the Post Office. Both options were time-consuming and inconvenient for vehicle owners. ChatFin, a solution, application, and investment provider in the financial services industry, identified this gap in the market. They saw an opportunity to offer a digital intermediary service for vehicle owners, aiming to automate parts of the process and enable customers to complete the renewal on their preferred channel.

Digitaleo, a local marketing collaborative solution provider, was faced with the challenge of making their clients' communication campaigns more engaging. The company, which offers an all-in-one marketing platform, was constantly on the lookout for new trends and channels to improve their clients' communication and results. Their clients, which include businesses in the auto industry, real estate, retail, and finance industries, began demanding the addition of rich media to their campaigns to create meaningful conversations with their customers. Digitaleo recognized the potential of Rich Communication Services (RCS) early on, as it offered a rich feature set and capabilities that could greatly improve two-way communication. However, they needed to find the right partner with the necessary experience and relationship with Google to support and consult them regarding RCS implementation and usage.

EaseMyTrip, an Indian online travel company, was facing several challenges in its quest to continuously improve customer experience and engagement. The company was seeking the right channel to engage their customers with the latest deals and updates, regardless of their location. They also wanted to enhance their customer travelling experience by delivering reliable and timely flight notifications to prevent unnecessary customer frustration. Additionally, they were keen on implementing new channels that are being adopted by people in India. To address these challenges and continuously improve their customer journey, they needed a messaging partner that could help them start using new services quickly – one with quick to market solutions.

ELARABY Group, a leading home appliances and electronics manufacturer in Egypt, has been experiencing exponential growth, exporting to over 60 countries worldwide. With over 3,000 sales partners, 25 branded stores locally, and more than 600 after-sales service centers, the company has a growing customer and partner base. This growth brought about the need to improve customer experience and engagement. The company was keen to identify the right channel to best handle their customer experience requirements on a large scale. They quickly identified that their communication with clients needed to be fast, reliable, and satisfactory to the growing expectations of those they served. To address these challenges, and as part of their ongoing mission to engage in digital transformation and customer experience (CX), ELARABY Group sought a quick-to-market solutions partner.