Yousign, a company providing digital signature solutions to B2B businesses, faced a significant challenge in ensuring reliable SMS delivery for one-time PINs (OTP) used for customer identity validation. This step was crucial in their process, as it ensured the correct signer was reading and approving the correct document. To maintain seamless SMS delivery 24/7, Yousign had to rely on four different SMS providers, switching to another provider in case of undelivered messages. This approach was not only cumbersome but also lacked the desired efficiency and reliability.

Leanpay, a fintech start-up based in Slovenia, was faced with the challenge of creating a secure and simple onboarding experience for new users of its financing app. The company needed to quickly establish a large and engaged user base that was primed to explore their services. As part of their go-to-market strategy, Leanpay recognized the importance of the onboarding process in making a lasting first impression on customers that would encourage positive reviews and referrals. The first step for customers during the onboarding process was downloading the Leanpay app and registering for an account, from which they could then manage and authorize transactions. Leanpay’s goal was to make creating an account for transactions hassle-free and, above all, secure.

LEAP Summit, South-East Europe’s biggest international conference for young professionals and thought leaders, faced a significant challenge in communicating with its attendees. The summit, which hosts over 3,000 attendees from more than 100 countries, needed a reliable and efficient way to keep participants informed about the event's schedule, including any changes in time or speakers. The existing communication method, an official app, was not effective as attendee engagement had dropped over the years. Attendees often missed important notifications about workshops, parties, and awards ceremonies as no reminders were sent outside of the app. This resulted in an overload of queries directed at the event staff, who were tasked with providing basic event information. The challenge was to find a communication channel that was familiar and actively used by the attendees, ensuring that important notifications would be delivered and read.

medGo, a leading digital recruitment platform for hospitals and clinics in France, faced a significant challenge in ensuring effective communication between hospitals and healthcare workers. The platform was primarily using SMS as a communication channel to notify nurses of new position openings, confirm appointments, and receive availability updates. However, the message delivery rate was only 85-90%, which was insufficient for the platform's needs. This low delivery rate resulted in many hospital positions remaining vacant, healthcare workers missing out on job opportunities, and patients not receiving the necessary care due to the lack of staff.

MrSpeedy, a part of the Dostavista group, is a leading player in the same-day delivery service industry with a presence in 11 countries. The company faced a unique challenge during the Coronavirus pandemic when the Malaysian government implemented a Movement Control Order (MCO). This led to a sudden surge in demand for their services as essential services like takeaways, utilities, and groceries became heavily reliant on same-day deliveries. The demand for MrSpeedy's services grew tenfold overnight. The company saw its orders from the food and beverage industry grow from 40% to 70%, with a significant increase in orders for basic essentials. Despite the business opportunity, the sudden increase in demand posed a challenge. With a limited workforce and new safety rules for drivers, MrSpeedy had to ensure reliable service and constant customer support while working remotely.

Mukuru, a leading financial services platform, was facing a challenge in making its services more accessible to its customers. The company, which primarily serves the emerging African market and migrant workers, offers affordable international money transfers and other financial services. Prior to 2019, the channels available to customers included the Mukuru mobile site, app, and USSD. However, the company wanted to provide an additional channel that offered better functionality than USSD and was frequently used by its customers. The goal was to make transactions and support more accessible and efficient for its users.

NLB Banka, a leading financial institution in Montenegro, was facing a challenge of low customer reach and ineffective use of contact center resources. Despite being a tech-savvy bank with a mobile-first audience, NLB Banka was struggling to engage its customers effectively. The bank had been using SMS to communicate with customers since 2012, through Infobip’s secure communications platform. However, considering the popularity of instant messaging platforms in Montenegro, especially Viber, NLB Banka realized the need to expand to new communication channels while maintaining information security. A secondary goal was to increase the effectiveness of the sales resources in their contact center.

Ooredoo Algeria, a leading 4G data network provider in Algeria, was facing a stagnation in its application-to-person (A2P) messaging business. Despite having recorded exponential growth in A2P revenues for several years, the company was grappling with rising cases of fraud that directly impacted the monitoring and monetization of traffic. The company also faced challenges such as lack of communication infrastructure, loss of messages, and a notorious gap between transmission and reception. The responsibility for A2P operations was shared across different departments, which limited engagement and business growth. Ooredoo Algeria needed a fast, efficient, and responsive communication solution that would benefit their existing and potential customer base. They were in search of an effective solution partner that would help them overcome the decline in A2P traffic, fight against fraud, and provide dedicated service to facilitate their day-to-day operations smoothly and securely.

OpenSooq, a leading mobile-first classifieds platform in the Middle East and North Africa, was facing a significant challenge with its customer on-boarding process. With over 45 million unique users, the company's verification process was complicated due to the unreliability of SMS delivery in the region. This was a major concern for OpenSooq as it aimed to provide a seamless and cost-effective customer on-boarding experience. The company was heavily dependent on SMS for verification, which was proving to be unreliable. OpenSooq was in need of an alternative customer on-boarding, verification, and service process that would offer reliable, dependable, and cost-effective communication.

Reflect, the first lifestyle Neobank in Jordan, faced a challenge in enhancing customer engagement despite its exponential growth and unique mobile-only value proposition. The bank, which targets millennials aged 18 to 35, sought to boost the number of monthly active users (MAU) and ensure continuity of in-app usage after onboarding. Despite offering many benefits and an enhanced user experience, Reflect wanted to promote higher engagement rates on the application, using the app’s features such as payments, savings, and personalized offers. To capture their customer’s attention, Reflect knew they needed a connected cloud communication solution that offers a seamless omnichannel experience based on the customer’s preferred online channels and promotes their app in an impactful manner.

Retailo, a rapidly growing B2B startup, faced significant challenges in managing customer communication as the business expanded. The company lacked clear and consistent communication channels, which were crucial for maintaining quality interactions with their retailers. The existing call center was overwhelmed with the influx of requests, leading to increased waiting periods for customers and causing frustration. This situation also cost Retailo valuable opportunities to build its business during the establishment phase. The company needed a scalable, value-driven communication solution that could effectively distribute necessary information, such as daily updated price lists and SKU availability, to multiple companies.

Ringo Lock, a Slovenian startup, specializes in digitizing doors to create seamless landlord experiences with smart locks. The company identified a significant challenge faced by landlords, particularly those renting out their properties on platforms like Airbnb - the delivery of keys. This issue was often exacerbated by guests arriving late or at odd hours, emergencies, or landlords getting delayed. Ringo Lock's smart, modular locks, which could be operated via phones, were designed to address this problem. However, they encountered a significant hitch - the Wi-Fi connection. The reliance on Wi-Fi led to battery draining and signal loss, especially for landlords in remote locations with unreliable or low-quality internet. This resulted in dissatisfied guests and approximately 50% of customer complaints were related to Wi-Fi access. This issue was directly impacting Ringo Lock's business expansion plans. They needed a solution that could reliably and securely connect the smart door locks with the end users.

Rosebank College, a private tertiary education institution in South Africa, was faced with the challenge of efficiently processing approximately 200,000 leads from prospective students each year. Prior to 2016, the college collected leads via manually completed lead cards at school presentations. These cards were then manually entered into the CRM system, a process that was slow and prone to human error, often resulting in inaccurate data. This inefficient process led to delays in lead capture, sometimes lasting weeks, and negatively impacted both conversation and conversion rates. The college needed a solution that would digitally transform this process, allowing for faster, more accurate lead capture into the CRM system. The solution also needed to be accessible to the college's target audience, considering that in 2016, only 36% of South Africans had access to a smartphone, while 94% used a cellphone of some kind.

Segari, an online distribution platform for fresh produce in Indonesia, was facing a significant challenge in customer retention due to slow response rates and decentralization of data. The company was struggling to meet the high demand for customer support, and lacked the necessary metrics to measure agent performance. The situation was further exacerbated by the pandemic, which led to an increase in online orders and customer support demands. The company recognized the need to adopt digital customer support to improve engagement, personalize the customer experience, reduce churn, build trust, and convert every conversation into a new sale.

Senati, a well-established educational institution in Peru, was facing a significant challenge in their student enrollment process. The institution primarily communicated application deadlines, exam registrations, and exam results through email. However, a significant number of Senati’s applicants come from lower-income households, many of whom don’t have regular access to the internet or their email. This made it difficult for these students to receive or respond to time-sensitive information. The challenge was further compounded by the fact that the marketing team was responsible for ensuring that all available spaces were filled at the time of online enrollment. The lack of internet access among a significant portion of their target audience made it challenging for Senati to communicate the value and benefits of the institute effectively.

ShoeBeDo, a Croatian footwear retailer, was facing the challenge of increasing engagement and conversion with on-demand shoppers. The company, known for its urban and wide selection of well-known brands, has a customer base that is accustomed to receiving information quickly and easily over instant messaging channels, such as Viber. With a focus on rewarding loyalty to its 210,000 ShoeBeDo Club members, both in-store and online, the retailer wanted to improve engagement through their loyalty program. Additionally, they aimed to increase the conversion rate of campaigns targeted to its club members, using a communication channel that their customers prefer.

Strava, a leading app for recreational and professional athletes, introduced a feature called Beacon that allows athletes to send a text message to up to three safety contacts, providing a live GPS-tracked map of their run or ride. While this feature was easy to use for athletes who carried their phones, it posed a challenge for those who used wearable devices like Garmin watches or bike computers linked to Strava. These devices were not designed to send text messages, yet they constituted over 40% of Strava's user base. Additionally, Strava needed to ensure that Beacon worked globally, as their community of athletes is spread across the world. The challenge was to find a way to send SMS from wearable devices and ensure that the SMS could be sent to and from anywhere in the world.

Tokio Marine, a leading insurance provider in Thailand, was facing a significant challenge with its policy renewal process. The process was long, costly, and inefficient, with up to 20 of the insurer’s internal departments messaging customers directly due to a lack of unified databases. This lack of alignment led to inadvertent spamming of customers and inefficient processes where customer data was manually extracted from multiple databases and input into a third-party messaging system for delivery. Furthermore, many sent messages were undelivered, and the third-party sender reports could not explain why. This inefficiency led to a sharp rise in customer complaints, with contact center agents spending up to three days resolving complaints, leaving no time for upselling or cross-selling. The company sought to resolve these issues by partnering with external solution providers.

Tickets Travel Network (TTN), a leading online travel agency, faced the challenge of delivering critical flight information to passengers worldwide. The company aimed to notify passengers about significant changes in their flight plans, regardless of their location. The challenge was to implement a new communication channel that would ensure deliverability with or without internet connection, while also grabbing passengers’ attention. As TTN expanded into new markets, the company also needed to address the high expenses associated with sending messages to all the countries where they operate.

Ubongo, Africa’s leading edutainment company, faced a significant challenge due to the Covid-19 pandemic. With a reach of 17 million households via television and radio, Ubongo was already a major player in the African educational landscape. However, the pandemic led to a drastic drop in school enrollment rates, from over 80% to a situation where 226 million learners were unable to attend school. This led to an increased demand for Ubongo's services, particularly from parents who were struggling with homeschooling. While increasing showtimes on TV and radio met some of the demand, it became clear that there was a growing need for on-demand content and support. Parents were specifically requesting content to be sent via Whatsapp due to its data-friendly nature and widespread availability on smartphones. Ubongo also wanted to provide a platform for students to delve deeper into their content through digital platforms, chat apps, and social media channels.

UNICEF, a UN agency working to protect and promote children’s rights in over 190 countries, was facing a decrease in donor retention and an increase in churn for first-time donors. The organization needed to streamline and optimize donor communications to improve engagement, reduce churn, and convert conversations into donations. However, several challenges were hindering this process. These included siloed data and channels, lack of performance metrics, difficulty in transferring data into the CRM, and no email validation. UNICEF used SMS, email, telemarketing, and WhatsApp as its key customer communication channels, but each channel was managed through a different platform, making it difficult to deliver a consistent donor experience. The lack of a unified platform made it hard to measure performance and consolidate donor insights from multiple sources.

Vodafone Fiji, the leading telecom provider in Fiji with an 85% market share, was facing several challenges with its SMS and A2P messaging service. The surge in demand for data and app usage across industries led to technical and security issues, causing a significant loss in profit revenue due to unintentional blocking of legal traffic. The company found it difficult to differentiate between genuine and malicious traffic and lacked the technology to identify and block grey routes and prevent spamming content. This resulted in a rise in customer complaints due to unintentional blocking of A2P messages, mostly related to One Time Passwords (OTPs). To address these challenges, Vodafone needed to partner with a single A2P SMS security solutions provider that could manage and monetize all A2P SMS traffic and effectively detect grey routes and fraudulent traffic.

Volpy, an online application for buying, selling, exchanging, and recycling smartphones, faced a significant challenge in re-engaging its dormant users. Despite having a registered user base of one million, only 130,000 were active on a monthly basis. The company found it difficult to encourage users to engage with the app and utilize it for its primary purpose. Volpy's main objective was to increase the frequency of user interaction with the platform and re-engage those who had registered but ceased using the app. They aimed to achieve this by providing updates, incentives, and other reasons for users to return to the platform, thereby enhancing overall engagement.

Beam&Go, a payment and digital marketplace that serves over 286,000 users across various countries, was grappling with several customer service challenges. The company was struggling with long customer response times due to agents having to switch between different tools and platforms to resolve customer inquiries. This led to extended working hours for agents and made it difficult for management to track their performance and workload. Additionally, the lack of data centralization resulted in a poor customer experience as agents often had to start conversations with customers from scratch due to siloed data. Beam&Go also used different providers for different channels to conduct their campaigns, which led to high costs and underperforming campaigns due to the inability to consolidate tools and data into a single interface.

Biolab, a leading medical diagnostic laboratory in Jordan, faced several challenges in maintaining customer engagement during the pandemic. The company's call centers were overloaded, especially during peak hours, leading to extended lag times for customers. Additionally, Biolab experienced a rapid expansion of its customer base due to its responsibility for PCR testing at multiple entry points into Jordan, in addition to its existing labs, drive-thru facilities, and house call service. This resulted in a significant influx of testers. Furthermore, Biolab's application was not appealing to patients, who preferred other channels to provide and receive information. The company needed to optimize its customer journey, automate communications through user-friendly processes, and provide round-the-clock support.

BlaBlaCar was grappling with the challenge of improving its customer experience and minimizing customer complaints. The company had previously made efforts to address message delivery and network coverage issues, but the problem persisted. There were instances where notifications about ride cancellations by drivers failed to reach passengers, leading to customer dissatisfaction and negative reviews. Additionally, a significant number of users in Russia and Ukraine expressed the need to communicate with BlaBlaCar via Viber. The company was therefore in search of a reliable partner with global coverage and omnichannel communication capabilities that could integrate SMS, Viber, and other preferred user channels. The ultimate goal was to enhance transactional notifications and significantly improve the customer experience.

CIAK Auto, a leading regional spare parts distributor in Croatia, was facing challenges in providing efficient customer service due to communication limitations. Their customers, primarily auto mechanics, often required assistance in identifying specific replacement parts. The process of explaining over the phone was time-consuming and often led to long waiting times, which was inconvenient for their busy customers. Additionally, CIAK Auto wanted to facilitate the process of sending pictures to better assist their customers. The company was in search of a solution that could reduce calls and waiting times, improve response times, and enable picture sharing on their customers’ preferred channels.

Citrus, the largest electronics retailer in Ukraine, was faced with the challenge of bridging the gap between online and offline shopping experiences. Despite having a strong online presence with a robust eCommerce website and a mobile app, Citrus wanted to attract more customers into their physical stores to build stronger customer relationships and increase in-store footfall. They had over 500,000 active customers on their mobile app and were keen on leveraging this direct and real-time communication channel to promote new products and announce items on sale. The challenge was to effectively use this platform to drive more foot traffic to their physical stores.

The Life Insurance Department at Covéa Group, one of Europe’s largest insurance providers, was facing a challenge with low conversion rates and a need for an end-to-end conversational customer experience. The company was keen on enhancing their existing SMS and Email marketing campaigns to stand out in the marketplace. They aimed to transition from transactional and product-based communications to a more advanced conversational approach to engage with customers. The department had previously run a campaign over SMS and Email for their life insurance products in 2020, but the results were not satisfactory. The campaign involved customers receiving an email or SMS with a link to the landing page, where they could interact with a chatbot. However, the need to switch between different channels led to low conversion rates. The department wanted to enhance this conversational experience by delivering it over a single channel.

dahmakan, a food delivery service in South East Asia, was facing a challenge with low conversion rates. The company was primarily using email and push notifications to communicate with their customers about order confirmations, delivery updates, and promotions. However, they noticed that SMS had a better conversion rate for certain types of messages in the local market due to high delivery rates and the customer’s ability to easily save and refer to messages. The use of SMS as a communication channel was secondary as it was expensive through their previous service provider.