Infobip
Overview
|
HQ Location
United Kingdom
|
Year Founded
2006
|
Company Type
Private
|
Revenue
$1-10b
|
|
Employees
1,001 - 10,000
|
Website
|
Twitter Handle
|
Company Description
Infobip is a global leader in omnichannel engagement powering a broad range of messaging channels, tools and solutions for advanced customer engagement, Authentication and security. We help our clients and partners overcome the complexity of consumer communications, grow their business and enhance the customer experience – all in a fast, secure and reliable way.
Supplier missing?
Start adding your own!
Register with your work email and create a new supplier profile for your business.
Case Studies.
Case Study
Optimizing Last-Mile Delivery Communication with SMS: A Case Study on Ninja Van
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.
Case Study
Unilever's Innovative Product Promotion Using WhatsApp Business Chatbot
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.
Case Study
VRL Logistics Ltd: Streamlining Toll Payment Reconciliation with IoT
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.
Case Study
Raiffeisenbank: Leveraging WhatsApp for Cost-Effective Customer Service
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.
Case Study
Kakao: Enhancing User Conversion Rate with Reliable OTP Delivery
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.
Case Study
Anand Rathi: Enhancing Customer Engagement with WhatsApp Chatbot by Infobip
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.
Case Study
Bajaj Auto: Leveraging WhatsApp and RCS for Enhanced Customer Engagement and Conversion Rates
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.
Case Study
Nickel: Streamlining Client Onboarding and Optimizing Costs with Infobip
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.
Case Study
ComparTfon: Leveraging IoT for Enhanced Customer Engagement and Online Sales
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.
Case Study
DPD: Enhancing Delivery Experience with Viber and SMS Integration
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.
Case Study
Indosat Ooredoo: Boosting A2P SMS Traffic Revenue with Infobip Anam Protect SMS Firewall
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.
Case Study
Juros Baixos: Boosting Marketing Margin by 18% with Moments
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.
Case Study
Milaap: Leveraging WhatsApp Business Platform for Enhanced Fundraising Communications
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.
Case Study
Nissan Saudi Arabia: Enhancing Customer Engagement with AI-based Chatbot on WhatsApp
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.
Case Study
Oladoc's Transformation: Enhancing Engagement and Reducing Costs with Infobip SMS and Voice
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.
Case Study
Rapido: Enhancing Customer Experience through Viber and Omnichannel Communications
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.
Case Study
Telekom Deutschland: Boosting Campaign Performance with RCS Business Messaging
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.
Case Study
Uber's Global Expansion: Ensuring Quality Service and User Safety with IoT
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.
Case Study
CarDekho: Enhancing Customer Engagement and Support with WhatsApp Business Platform
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.
Case Study
Elevating Passenger Experience with AI and WhatsApp Business: A Case Study on Airport AI
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.
Case Study
Yespo's Revenue Growth through Viber and Infobip Integration
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.
Case Study
Mahindra Auto: Boosting Operational Efficiency by 30% with WhatsApp
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.
Case Study
Marham: Enhancing Patient-Doctor Connectivity in Pakistan with Voice and SMS
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.
Case Study
One Acre Fund: Enhancing Farmer Interactions through USSD Portal
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.
Case Study
Silver Monitor: Enhancing Elderly Health Tracking with Infobip IoT Connectivity
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.
Case Study
Solidaridad: Expanding Reach with Voice Communication in Agriculture and Mining
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.
Case Study
ChatFin: Streamlining Vehicle License Renewal with WhatsApp Chatbot
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.
Case Study
Digitaleo: Enhancing Client Communication with RCS Business Messaging
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.
Case Study
EaseMyTrip: Enhancing Customer Experience and Conversion with WhatsApp, RCS, and SMS
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.
Case Study
ELARABY Group: Leveraging IoT for Enhanced Customer Experiences
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.
Case Study
Gamigo: Enhancing Player Engagement with Real-Time SMS Notifications
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.
Case Study
GTBank's Digital Transformation: Over 200% ROI through Email Marketing and Analytics
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.
Case Study
HFC Bank's Digital Transformation: Leveraging WhatsApp Business Platform for Enhanced Customer Engagement
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.
Case Study
HF Group: Digitizing Banking for Enhanced Customer Experience and Growth
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.
Case Study
Hot Mobile: Monetizing A2P SMS with Infobip Anam Protect SMS Firewall
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.
Case Study
Anghami: Boosting Engagement with WhatsApp Business API
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.
Case Study
Würth: Accelerating Sales and Streamlining Processes with IoT
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.
Case Study
LINE TAXI: Maximizing User Privacy with 100% Identity Protection
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.
Case Study
Mediclinic: Boosting digital transformation with Microsoft and Infobip
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.
Case Study
Muthoot FinCorp: Accelerating Digital Transformation with Omnichannel Customer Engagement
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.
Case Study
Mutua Madrileña: Enhancing Customer Experience with WhatsApp Virtual Assistant
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.
Case Study
Petpetgo: Enhancing Customer Engagement and Doubling Purchase Frequency with Omnichannel Solution
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.
Case Study
Primer Group: Boosting Sales by 225% with Viber Business Messaging
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.
Case Study
Digital Transformation in Eyewear Retail: Salmoiraghi & Viganò's Journey to 100% CSAT Scores
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.
Case Study
Wefarm: Empowering Small-Scale Farmers with Two-Way SMS Technology
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.
Case Study
Bolt: Enhancing Driver Conversion by 40% with Optimized Registration Journey
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.
Case Study
Bukalapak: Enhancing Client Security and Conversion Rates with Two-Factor Authentication
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.
Case Study
CambioReal: Enhancing Customer Experience with Infobip's Conversations
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.
Case Study
Carsome: Enhancing Lead Conversion with Omnichannel Customer Experience and Real-Time Support
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.
Case Study
Club Comex: Boosting Campaign Revenue by 115% with RCS Business Messaging
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.
Case Study
Croatia Osiguranje: Enhancing Customer Service through Chat Apps
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.
Case Study
Eat’N’Go: Enhancing Customer Engagement and ROI through Personalized SMS
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.
Case Study
GOAT Interactive: Boosting Customer Engagement and Market Presence with 2-way SMS and OTP
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.
Case Study
Goodera: Enhancing Volunteer Engagement with WhatsApp Business Platform
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.
Case Study
Hrvatski Telekom: Leveraging IoT for Enhanced Communication Services
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.
Case Study
Jazz: Enhancing Customer Service and Reducing Costs with WhatsApp Business Platform
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.
Case Study
Jiji Africa: Enhancing eCommerce with Voice and SMS Solution
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.
Case Study
Angel Broking: Digitally Transforming Stock Broking with WhatsApp
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.
Case Study
Asia Insurance 1950: Streamlining Policy Renewal with IoT
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.
Case Study
Welthungerhilfe's SMS Education Initiative for Zimbabwean Farmers
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.
Case Study
Yousign: Enhancing SMS Delivery Rates for User Authentication
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.
Case Study
Leanpay: Enhancing User Growth and Security with Two-Factor Authentication
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.
Case Study
Enhancing Event Experience with IoT: A Case Study of LEAP Summit
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.
Case Study
medGo: Leveraging IoT for Efficient Hospital Staffing
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.
Case Study
MrSpeedy: Leveraging IoT for Real-Time Support and Service Scaling During Covid-19
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.
Case Study
Mukuru: Enhancing Customer Service and Reducing Costs with WhatsApp Business Platform
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.
Case Study
NLB Banka: Boosting Sales Leads by 30% Through New Communication Channel
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.
Case Study
Revitalizing A2P Business: Ooredoo Algeria's Success with Infobip's SMS Firewall Solution
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.
Case Study
OpenSooq: Enhancing Customer Satisfaction and Agent Productivity with WhatsApp Business API
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.
Case Study
Reflect: Enhancing In-App Activity with Omnichannel Customer Engagement
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.
Case Study
Retailo: Enhancing Customer Experience and Boosting Revenue with Infobip
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.
Case Study
Ringo Lock: Enhancing Smart Door Connectivity and Reducing Customer Complaints with Infobip
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.
Case Study
Rosebank College: Streamlining Lead Processing with Infobip
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.
Case Study
Segari: Streamlining Customer Support with IoT for Enhanced Efficiency and Engagement
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.
Case Study
Senati: Enhancing Student Enrollment with Two-Way SMS
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.
Case Study
ShoeBeDo: Boosting Sales through Personalized Viber Communications
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.
Case Study
Strava Beacon: Enhancing Athlete Safety with SMS Integration
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.
Case Study
Tokio Marine: Streamlining Policy Renewals and Reducing Complaints with SMS
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.
Case Study
TTN: Implementing Real-time Flight Information for Global Passengers
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.
Case Study
Ubongo: Enhancing Education with Whatsapp Business API and Answers
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.
Case Study
Unified Communications Boost Donor Retention for UNICEF
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.
Case Study
Vodafone Fiji: Monetizing A2P SMS and Increasing Revenue with Anam Protect SMS Firewall Solution
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.
Case Study
Revitalizing User Engagement with SMS: A Case Study on Volpy
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.
Case Study
Beam&Go: Streamlining Customer Communication and Reducing Costs with Infobip
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.
Case Study
Biolab: Leveraging WhatsApp Business Platform for Enhanced Customer Engagement and Cost Reduction
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.
Case Study
BlaBlaCar: Enhancing Rideshare Experience and Minimizing Driver No-Shows
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.
Case Study
CIAK Auto: Enhancing Customer Experience through Digital Transformation
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.
Case Study
Citrus: Enhancing In-Store Traffic and Sales through Geo-Targeted Push Notifications
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.
Case Study
Boosting Conversion Rates with Conversational Marketing: A Case Study on Covéa Group's Life Insurance Department
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.
Case Study
dahmakan: Enhancing Customer Experience and Reducing Costs with SMS
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.
Case Study
DinarPAY: Enhancing Customer Reach and Engagement through WhatsApp and SMS Integration
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.
Case Study
E-table: Enhancing e-booking and Reducing Restaurant No-Shows with IoT
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.
Case Study
Edenred UAE: Enhancing Customer Service with Infobip’s Cloud Contact Center and Chatbot
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.
Case Study
Enrich: Enhancing Customer Experience and Boosting Sales with IoT
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.
Case Study
ETF Airways: Enhancing Operational Efficiency and Flight Safety with Infobip
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.
Case Study
Farm Superstores: Operational Efficiency Boosted by 60% with WhatsApp Business Chatbot
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.
Case Study
Flamingo's Digital Transformation: Boosting Conversions and Customer Satisfaction with Infobip's Contact Center Solution
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.
Case Study
Gibraltar BSN: Streamlining e-Policy Delivery and Reducing Costs with WhatsApp Business Platform
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.
Case Study
Kibon's Digital Transformation: Enhancing B2B Communications and Campaign Management with Infobip's Solution
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.
Case Study
King Power Click: Enhancing Customer Satisfaction through Automated Messaging
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.
