DinarPAY, a cloud-based payment gateway platform, was facing a significant challenge in reaching its growing customer base. Despite the increasing market demand for its mobile wallet service and the potential expansion of its customer base due to the Central Bank of Libya's consideration of regulating DinarPAY for its Mobile Wallet License, the company was struggling with limited communication channels. Until the summer of 2020, DinarPAY relied solely on SMS updates to communicate with customers. This method was ineffective in reaching customers in certain countries, limiting the company's ability to connect with existing and new customers quickly and reliably, regardless of their location or preferred communication channel.

E-table, an online reservation booking business, was facing a significant challenge with fake reservations leading to a high number of restaurant no-shows. This was causing major revenue losses and negatively impacting their reputation. The company needed to ensure user data privacy and prevent misuse of identities. The issue of fake users registering with counterfeit phone numbers and making reservations was a major concern. Additionally, E-table was looking to automate processes such as reservation confirmations and notifications, while also maintaining the flexibility for manual communication in critical situations. To stay competitive and provide the best user experience, E-table needed innovative communication channels that ensured identity protection and seamless interaction for their users.

Edenred UAE, a fast-growing payroll service provider in the United Arab Emirates, faced a significant challenge as its customer base grew from 1 million to 1.5 million cardholders within a few months. The company relied on email as a primary tool for customer queries, but it had limited visibility into key metrics such as first-response time, average handle time, or customer satisfaction. The company also had manual dedicated queues to action high-priority queries and lacked self-service capabilities. As the customer base expanded, customer support activities became increasingly difficult to manage and track. Edenred UAE recognized the need to implement new tools that would help scale its customer service without compromising on user experience and increasing costs.

Enrich, the largest chain of CoCo hair & beauty salons in India, faced a significant challenge when the demand for their services increased, leading to a surge in calls to their central line. The salon's agents were overwhelmed, and the company sought a more efficient way to communicate with customers and improve their experience, particularly for home salon clients and appointment booking agents. A survey revealed that 83% of clients preferred chat support for scheduling appointments over phone calls. The global pandemic and lockdown further complicated matters, necessitating a solution that could automate the appointment scheduling process and provide effective customer support remotely.

ETF Airways, a new air carrier in Croatia, was looking to expand its services to other countries. However, the company faced challenges in improving its operations and communication methods. The primary goal was to find a way to keep pilots and cabin crews informed with manuals and trip sheets in real-time during operating hours. The employees were already using iPads for their daily operations, and the air carrier needed a secure and reliable solution that would enable them to stay connected online, regardless of their location worldwide. The challenge was to find a solution that could provide global connectivity and real-time information exchange, which was crucial for the airline's expansion plans.

Farm Superstores, a leading retail, trading, and importing company in Saudi Arabia, was facing several challenges as it sought to expand its business. The company's customer service department was overwhelmed with calls, queries, and demands, making it increasingly difficult to provide quality support to customers. This led to a backlog of queries and longer wait times for customers. Additionally, the company lacked sufficient data on current customer behavior, making it challenging to create personalized shopping experiences. The launch of a new app led to an increase in customer queries, but the company's inability to be available on their customers’ preferred channels led to unanswered questions and a loss in leads. Farm Superstores was in need of a digital-first solution that could help them accommodate changing consumer needs and enhance its customer experience.

Flamingo, a Colombian retail company with a diverse product portfolio and a customer base of 5.3 million, faced a significant challenge when the global pandemic hit. The company's call center experienced a surge in customer queries, which overwhelmed the agents and led to a decline in customer satisfaction and service quality. On a typical day, 12 to 15 agents handled incoming calls, but they struggled due to the repetitive nature of the queries, the time-consuming voice calls, and the difficulty in understanding customers' needs quickly. This situation resulted in negative customer feedback due to poor response times. Flamingo's primary goal was to transition from voice-only customer service to include chat channels, aiming to reduce hold times and call center costs. They needed a solution that would enable faster real-time customer service and automate processes.

Gibraltar BSN, one of Malaysia’s fastest-growing life insurance companies, was facing a significant challenge in delivering important and sensitive documents to its customers. The traditional method of delivering policies via post was not only slow but also expensive. Moreover, there was a regulatory requirement for the insurer to ensure that the life policy is delivered to the policy owner. This process was further complicated by the fact that many customers were not receiving these documents. In addition to this, Gibraltar BSN was also seeking to optimize their contact center to engage customers using modern digital channels.

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.

King Power Click (KPC), a sister company of King Power International Group, the largest duty-free retailer in Thailand, was facing a challenge in improving their communication with customers. The company aimed to streamline the overall online shopping experience, from the point of purchase to post-delivery. KPC wanted to provide customers with sufficient information to ensure successful receipt of their orders. This involved notifying customers about successful payments and alerting them when their packages were ready for pick-up. Additionally, KPC was keen on increasing the number of its loyalty card members.

KINZ, Jordan’s leading subscription-based CRM platform, faced a significant challenge in maintaining the accuracy and integrity of its corporate data. The company's manual and disjointed data validation and client authentication processes were labor-intensive and inefficient. Staff had to manually divide contacts, make cold calls, update contact details on spreadsheets, and upload them onto the CRM. This resulted in a disjointed effort in unifying data, overburdened staff, increased costs due to manual processes, and an over-reliance on phone calls. Additionally, KINZ needed to ensure the security of the information on their platform and verify that it was only being accessed by their business clients. The company needed a single communication platform that could automate their processes, collect and unify data without manual hindrances, and verify existing clients while still providing an excellent customer experience.

LankaBangla, Bangladesh’s leading integrated financial services institution, faced a significant challenge in maintaining customer relationships and trust around their credit card portfolio. The company needed to proactively communicate promotions, reminders, transaction updates, and notifications to its customers. However, using their own server for sending out bulk SMS and Emails to their customer base posed certain challenges. They were unable to track, analyze, and measure SMS and Email performance due to the absence of metrics and consumer insights. This resulted in low delivery rates, hovering between 50% to 60%. The lack of personalization and inability to analyze consumer behavior in real time to tailor their products and services accordingly was a major issue. LankaBangla needed a dynamic communication solution that would help them send data-driven messages at scale.

AppZone, a leading Nigerian fintech software provider, was facing challenges with its transactional SMS and Unstructured Supplementary Service Data (USSD) platforms. The company provides these services to financial institutions across Africa for customer communication. However, until 2020, they relied on various solution providers in different markets, leading to mixed levels of success. The main issues were the lack of reliability and high support times and costs. AppZone needed to improve its reliability and reduce support times and costs for its platforms. The company aimed to achieve at least 98% uptime and required a provider that could offer local support at the country level.

BankBazaar, an Indian application-based end-to-end financial service provider, was seeking ways to increase customer engagement and return on investment (ROI). The company uses multiple communication channels to offer its products, including SMS, email, WhatsApp, and push notifications. Despite the effectiveness of SMS in terms of engagement and ROI, the company's in-depth research revealed that their customers, who were more digitally aware, desired additional features beyond just text. The challenge was to find a communication channel that could offer more features while maintaining the effectiveness of SMS.

The Nigerian branch of United Bank for Africa (UBA) was seeking a solution to enhance customer engagement and offer new, more convenient services. Given the prevalence of SMS-based mobile banking in Africa and Nigeria, the solution needed to support this widespread technology. Additionally, it needed to enable massive sending volumes, considering UBA’s large user base.

Natural disasters and armed conflict leave millions of people as refugees and displaced people across the globe each year, often separated from family and friends and lacking the resources to locate them as the first step towards reuniting. REFUNITE helps displaced persons find their loved ones through a global, online database that can be accessed and searched online or via mobile. Mobile is the true challenge: it needs to be a reliable and resilient service that can work even far away from any kind of internet coverage and be cost-effective for REFUNITE, but also familiar and widely used by users in different countries.

Before TLC Marketing joined forces with Infobip, they didn’t have the technical capacity to automatically check all the entries they’ve gained through their SMS marketing campaigns and polls. This important part of the process was done manually, and it became apparent that automating the entire validation process would greatly ease their campaigns execution. What TLC needed was an advanced, automated solution for an efficient handling of their promotional SMS coupons sent by subscribers.