Gamigo, a leading online gaming group in Germany, faced a challenge in increasing player engagement. The company used to send email notifications to its global users about game updates and status changes. However, these messages were often missed as players did not check their inboxes frequently. This resulted in a delay in players' reaction time to the changes and updates happening in the game, leading to complaints to Gamigo’s support team. Gamigo was in need of a communication channel that would keep gamers consistently informed and engaged, even when they were offline.

GTBank, the largest banking group in Nigeria, faced a challenge in encouraging its customers to adopt digital banking channels. The bank's customers were accustomed to visiting the branch for all their needs and queries. GTBank aimed to reduce waiting times, optimize in-branch resources, and reduce queues by promoting the use of digital banking channels for most day-to-day account activities. Despite having a variety of innovative products and services, including a fully-fledged digital banking offering, the bank found it challenging to break old customer habits. Additionally, GTBank needed a comprehensive email marketing platform that would not only communicate with customers but also help them understand how customers were behaving after receiving these communications.

Housing Finance Company Limited (HFC), a leading mortgage finance provider in Nairobi, Kenya, faced a significant challenge in increasing the number of transactions per customer on its digital banking platform, HF Whizz. The platform was primarily targeted at college and university students and micro-entrepreneurs, who were mainly interested in instant loans, short-term credit, and other small-value transactions. However, these customers lacked financial education about repaying these loans on time, posing a significant hurdle for HFC. The bank's customer engagement was conducted mainly via email, SMS, USSD, and WhatsApp channels, but it sought to better understand the customers who utilized its digital banking platform. HFC also wanted to find more ways of increasing the number of transactions per customer and the range of products and services they were typically using. The bank realized that it needed a commonly used platform to share information with this younger customer demographic and leverage its digital banking platform to upsell its products and services.

HF Group, a leading banking group in Kenya, was faced with the challenge of encouraging its customers to adopt digital and mobile banking channels. The goal was to reduce the workload of branch visits, increase efficiency, and offer innovative solutions and products via electronic and mobile channels. The bank also aimed to improve the banking experience of its customers and reduce in-branch waiting times, thereby improving profitability. However, they were losing some business opportunities as not all customers had access to a smartphone or a sufficient data connection. Additionally, security was a major concern for the group as they wanted to prevent fraud and ensure the safety of their mobile app users.

Hot Mobile faced a challenge in monetizing A2P SMS in Israel's unique market where mobile operators have traditionally been hesitant to introduce monetization services due to a lack of a regulatory framework in SMS interworking. The prices of A2P SMS have been extremely low, leading to its widespread usage in the country, with grey routes posing a significant problem. Despite this situation, no mobile operator in Israel had an SMS firewall deployed, let alone monetization solutions. However, the market showed great potential, with approximately 20 messages monthly per subscriber and a 1:1 ratio of international traffic to subscriber numbers, indicating a well-developed market. Hot Mobile decided to monitor and monetize the A2P SMS market.

Anghami, the leading digital music platform in the Middle East and North Africa, faced a significant challenge in communicating effectively with its artists. The company used email to inform artists about promotional campaigns and activities, but this method proved to be time-consuming, labor-intensive, and inefficient for tracking and measuring events such as new artist releases, milestone download numbers, and updates on follower and listener numbers. Anghami prides itself on providing a personalized experience and often went the extra mile to contact artists manually via Instagram Direct Messages about their achievements. However, this approach was not sustainable in the long run, and the company was in dire need of a reliable, unified, and efficient communication method to engage with artists.

Würth, a global leader in the trade of assembly and fastening materials, faced challenges in improving its sales cycle, customer satisfaction, and payment collection processes. The company's marketing and sales departments often struggled with efficiently communicating promotions to customers, a process that was tedious as sales representatives had to do this alone, sometimes resulting in difficulties to reach goals, such as clearing overstock. There were also issues with communication throughout the delivery process, with customers often not being able to properly organize the acceptance of products due to inefficient communication about delivery times. Additionally, Würth’s sales team had to collect outstanding balances from customers who missed their invoice payment due dates, a process that was both tedious and ineffective, leading to some customers having the issue of bad debt with Würth. As Würth’s customer base grew, they realized it would not be feasible for their sales representatives to handle these problems in this way.

LINE TAXI, a ride-hailing service, was facing two major challenges. Firstly, delays due to traffic jams and road construction were leading to diminishing trust between drivers and passengers. Riders felt let down as they weren't informed of delays to their journey. Secondly, as LINE TAXI grew in popularity, data privacy became a significant concern. The company wanted to streamline the process of booking a ride and boost engagement between drivers and passengers, but the increasing concern over data privacy was a significant hurdle. The company needed a solution that would not only reignite trust but also increase data privacy.

During the COVID-19 pandemic, Mediclinic faced the challenge of screening every person entering their facilities, as per regulatory requirements. The screening process differed for health care workers, patients, and visitors. The biggest challenge was screening visitors, as it was difficult to communicate with them in advance and implement a solution that would meet regulatory requirements and streamline access into the hospitals. The initial screening was performed manually using paper-based forms, which was a slow process that resulted in bottlenecks at the entrances and required additional staff to monitor. The problem was amplified when more visitors were allowed back into the hospitals, with more than 15,000 people visiting patients and doctors’ consulting rooms a day. It was clear that an electronic solution was required to reduce the administrative process, streamline the access and ensure a safe environment.

Muthoot FinCorp, a leading financial conglomerate in India, was faced with the challenge of increasing digital adoption and engaging with a younger audience. The company, which provides a range of financial services including gold loans, automobile loans, small business loans, and more, embarked on a digital transformation journey to extend its customer reach with an omnichannel approach. However, the majority of their customers belonged to the middle and lower-middle classes and were not digitally savvy. The marketing team also had to deal with multilingual communications due to India’s vast demographics. The shift from traditional touchpoints to digital ones was accelerated by the pandemic. The company needed to be omnipresent on digital channels, reach customers on channels that would make digital adoption easier, and ensure efficient and real-time customer support.

Mutua Madrileña, one of Spain’s largest insurance companies, faced the challenge of reaching its customers who were increasingly present on digital channels. With 74% of its customers using digital platforms, the company wanted to leverage existing channels to support and reach its customers, rather than just building new apps. The COVID-19 pandemic further accelerated this need as more people started using WhatsApp to communicate with friends, family, and brands. The company recognized the need to be present on WhatsApp to enhance conversational commerce and free up existing agents to handle more complex customer service queries.

Petpetgo, a leading pet supplies eCommerce company in Taiwan, was facing challenges in generating new revenue due to the increasing cost of Facebook advertising and limited exposure from dynamic ads. The company was also struggling with low return on advertising spend (ROAS) due to the rising purchase price of marketing content. Additionally, Petpetgo's mass emailing strategy lacked a proper content strategy and user engagement tracking capabilities, resulting in low open rates. The company recognized the need for a solution that would help them understand their customers better, set up targeted personalized campaigns, and gain real-time insights to optimize campaigns and messaging in response to shifts in consumer behavior and trends.

Primer Group, a conglomerate with a diverse portfolio of lifestyle, travel, fashion, and wellness brands, faced the challenge of transitioning to eCommerce amidst the surge of online shopping platforms like Lazada and Shopee. The company struggled with how to communicate to their offline customers about their online stores and how to engage with them continuously once they were online. Operating 400 stores and offering 150 monobrands, Primer was overwhelmed with a wealth of data and lacked the analytical tools to maximize and check the value of their massive database beyond campaign revenue. The closure of their brick-and-mortar Bratpack stores due to pandemic measures further necessitated the need to move their CRM online and convert their loyal customers into eCommerce shoppers.

Salmoiraghi & Viganò, a leading Italian eyewear and contact lens retailer, faced significant challenges in providing customer service during the 2020 pandemic. The lockdown measures and store closures severely impacted their ability to provide in-person care and service to their customers. Their existing customer service solutions, which included an outsourced call center and email, were inadequate to meet the rising customer support demands. They experienced slow response rates for email queries, decentralization of data, and a lack of metrics to measure agent performance and customer support. These challenges hindered their ability to improve or personalize their customer service. Recognizing the need for digital transformation, they sought a cloud communication platform provider that could understand their business requirements and customer needs.

Wefarm, a digital platform for small-scale farmers, was launched in 2015 with the vision of connecting these farmers with the resources and people they need to succeed. The majority of these farmers had mobile phones, but reliable mobile internet access was scarce. Therefore, Wefarm relied on SMS to increase the knowledge of its members, allowing them to ask questions and receive answers from fellow members. This bridged the gap between farming communities that were previously separated by geographical distance. However, as Wefarm planned to expand to other regions, it faced the challenge of finding a reliable global messaging provider to support its SMS-based platform.

Bolt, a transportation platform providing ride-hailing, micromobility, and food delivery services, was facing a challenge in expanding its community of over 1.5 million registered drivers. The company's success hinged on the growth and scalability of this community. Bolt's existing driver registration process was a five-stage website form, which was seeing a high abandonment rate at the stage where drivers were asked to upload their identification and driver license documents. The company was using email and SMS to re-engage these drivers, but this strategy was not yielding a high return on investment and required significant manual effort from customer support agents. Bolt was keen to optimize the driver registration process to increase the conversion rate and wanted to use automation and an additional communication channel with wide market adoption to drive efficiencies.

Bukalapak, one of the largest online marketplaces and ecommerce companies in Indonesia, was grappling with security breaches and low conversion rates. As an ecommerce business, ensuring the highest level of security for their users was paramount. This involved sending one-time PINs (OTP) for transactions, logins, and registrations, as well as for any account detail changes such as email or phone numbers. However, low OTP delivery rates were causing bottlenecks in the customer journey, preventing users from registering to the platform and completing transactions, thereby negatively impacting revenue and profits. Bukalapak had set a target success threshold for logins, checkouts, and transactions, which required OTP delivery to be fast, reliable, and cost-effective.

CambioReal, a Brazilian-based remittance company, faced a significant challenge when they entered the remittance market in Brazil. The company's attractive offers led to a surge in potential users flooding their customer support lines with inquiries about fees, transactions, and exchange rates. The high volume of customer inquiries made it difficult for users to get timely responses to their questions. Additionally, the company's complex user registration process, which required the submission of several documents, was not in line with typical user habits in their market, leading to a high drop-off rate. CambioReal needed a solution that would allow them to quickly respond to customer inquiries and simplify the user registration process while ensuring security.

Carsome, Southeast Asia’s largest integrated car e-commerce platform, was facing challenges in optimizing their customer service and lead generation process. The introduction of a new service to 'Buy Cars' led to an increase in customer queries about how to buy cars online. However, the lack of availability on their customers' preferred channels led to unanswered questions and a loss in leads. Additionally, the absence of a centralized platform to handle customer queries resulted in agent inefficiency. Agents had to manually address social media questions without conversational history and were unable to provide real-time support. This negatively impacted agent productivity and led to longer customer wait times. Furthermore, Carsome didn’t have a way to verify numbers of potential customers left on their website, leading to agents having to make verification calls. This resulted in the collection of bad leads and an expensive authentication process. To provide end-to-end solutions to their customers and used car dealers, Carsome needed an end-to-end omnichannel customer experience strategy to effectively engage potential customers and increase sales.

Club Comex, the loyalty program of one of Mexico's largest paint manufacturers and distributors, Comex, was facing a challenge of low engagement and sales among its existing customers. Despite using SMS messaging campaigns to deliver offers and information directly to its members, the company found that the SMS experience was not optimized to encourage a high rate of click-throughs, which typically sat at only 2-3%. Operating in the paint and coatings industry, they felt their communications should be vibrant and enriched with images and videos for customers to fully understand their value proposition. While SMS messaging remains the fastest and most universal means of reaching a company’s customer base, they were looking for a more illustrative messaging channel. They wanted a campaign that offered new options for communicating in a more visually impactful way.

Croatia Osiguranje, the leading insurance company in Croatia, decided to launch a 100% digital vehicle insurance option, Laqo, in response to new consumer behavior and trends. However, the company faced the challenge of digitalizing customer service communication in an industry that is traditionally based on personal agent-customer relationships. The company aimed to decrease resolution time and increase sales by moving customer queries to chat apps, their customers' preferred communication channel. The goal was to limit the number of phone calls and emails, while enabling real-time customer service with live agents. The challenge was to maintain the personal touch in customer service while transitioning to a digital platform.

Eat’N’Go, a Nigeria-based quick service restaurant group and lead franchisee for three renowned US fast food brands, was facing a significant challenge in its customer communication strategy. The company, which had been experiencing continuous growth since its inception in 2012, primarily relied on SMS for direct marketing to its two million customers. However, they had limited information about individual customers and lacked insight into the delivery rate of their SMS messages. This lack of data resulted in a low conversion rate and increased costs, leading to a disappointing Return on Investment (ROI). The company recognized the need for a more effective communication platform to address these issues, which were negatively impacting its revenue and bottom line.

GOAT Interactive, a leading provider of online betting and gaming expertise, was facing challenges in expanding its footprint in the rapidly growing African Betting and Gaming marketplace. The company's primary objective was to effectively communicate with its customers about upcoming sports events and betting opportunities. However, due to the limited penetration of smartphones in Africa, SMS was identified as the most optimal channel for customer communication. The company faced several obstacles such as lack of communication infrastructure, market immaturity compared to Europe and the U.S., costly network delays, and risk of lost messages or shifts in transmission/reception. Despite working with various solutions providers, including telecommunications companies, their geographical coverage remained limited. GOAT Interactive needed a high-quality service, a high delivery rate, and a unique partner to ease day-to-day operations.

Goodera, a leading CSR and volunteering platform, was facing challenges in increasing employee engagement and acquiring new volunteers for its network. The platform, which matches volunteering opportunities with the interests, time availability, and skillsets of its onboarded volunteers, was struggling with low open and read rates for its email notifications. Goodera was in need of a more popular and effective communication channel that could increase volunteer engagement and motivate them to participate in volunteering activities. The company was looking for a solution that could provide continuous and time-relevant communication to keep its volunteers informed and motivated.

Hrvatski Telekom, the leading telecommunications company in Croatia, was seeking to upgrade its service offerings for key banking clients and introduce new services to increase value for its larger corporate clients. The company aimed to avoid large capital expenditures associated with launching and marketing new products and was keen to implement a viable solution within a relatively short period of time. A2P SMS messaging seemed like a good way for portfolio expansion, but it required an extensive set of tools, programs, and infrastructure to develop a viable business model around the growing A2P SMS potential.

Jazz, Pakistan’s largest mobile network operator, was facing a challenge in providing a quick self-service option for their 59 million subscribers. As a market leader with a goal to digitalize customer care, Jazz was seeking a way to enhance the overall customer experience. Previously, Jazz customers had to visit service centers or call customer support to receive tax certificates or duplicate bills, processes that often took up to 24 hours to complete. This lack of self-service led to high volumes of calls being made to Jazz’s call center and many visits to their service centers. Jazz wanted to provide self-service options to customers over their favorite chat app – WhatsApp.

Jiji Africa, an online marketplace operating in several pan-African countries, was facing a significant challenge with its transactional communication. The company needed a reliable solution to send out crucial transactional information to its vast user base, which includes between 12 million and 15 million active buyers and between 200,000 and 250,000 sellers. However, their previous SMS service provider was not delivering satisfactory results. Many transactional messages related to registrations on their platform and inquiries about advertised items were not reaching their customers, leading to a low delivery rate and hampering transactions.

Angel Broking, one of the largest retail broking houses in India, was faced with the challenge of digitizing its offerings to appeal to tech-savvy individuals who are new to stock trading. The firm aimed to provide a convenient, easy-to-use platform for these digital natives to start their trading journey. The desired platform needed to offer a two-way, real-time digital messaging solution that would allow customers to onboard conveniently, trade easily, and resolve their queries quickly. The channel also needed to provide easy onboarding, ease of use for accessing educational resources, real-time communication for faster service updates, two-way communication for interactive and automated customer engagement, reliable service, fast connections between customers and an authorized person, and the use of rich media for superior customer experiences.

Asia Insurance 1950, a Thailand-based insurance company, was grappling with inefficient and costly policy renewal processes. The traditional method relied heavily on face-to-face or telephonic communication between staff, clients, and intermediaries, often requiring documents to be printed and posted. The E-Policy process, when done over conventional channels, was time-consuming. Furthermore, communication post-policy activation was complex. When an accident was reported, clients could not immediately receive information about their dedicated surveyor, leading to increased calls to the company and wasted resources. The company recognized the need to automate their processes to serve customers better and faster, save resources, time, and money. However, customer privacy was a significant concern when considering digital services.

Welthungerhilfe, a German non-governmental organization (NGO), has been supporting overseas projects in 70 countries since its inception in 1962. In Zimbabwe, the organization is committed to helping people rise above hunger and poverty through farmer education. The challenge was to bridge the information gap for farmers in sub-Saharan Africa. Farmers needed access to timely, relevant, and accurate information about best farming practices to improve production, finance, and marketing activities. Welthungerhilfe introduced a variety of modern channels to communicate with their audience, including mobile apps, WhatsApp messages, and podcasts. However, only 55% of the Zimbabwean population has Internet access, and only 50% have smartphones, with these statistics being even lower in rural areas. As Welthungerhilfe's goal was to reach all farmers, not just those online, it was necessary to find another way to communicate.