Unifonic

BIMA, Oman’s largest insurance aggregator portal, was facing challenges in ensuring a good customer experience while protecting data and maintaining compliance in the highly competitive insurance brokerage market. The company, which accounts for 10 percent of the country’s motor insurance market and processes around 500 policies every day, needed a more efficient way to communicate with its customers. The company's legacy communication systems were not meeting its marketing and customer support requirements.

The Kingdom of Saudi Arabia is pushing to become the most prominent digital economy in the region, leading to a wave of fintech startups in the country. One such startup is Circlys, a public savings platform that was initially launched as a paper-based company in 2015 and digitised in 2017. The traditional practice of ROSCA (rotating savings and credit association) for savings was widespread in Saudi society but was often plagued by issues such as poor record keeping, reliability, and inability to offer long term savings. The digital version of ROSCA mitigates many of these concerns and allows users to join savings circles easily and transact digitally.

Reefi, a leading online retailer in Saudi Arabia, faced significant challenges in managing its rapidly expanding customer base. Having started sales through social media, the company grew to become a top destination for high-quality homewear products, boasting a loyal customer base of 700,000 and 12 multi-product concept stores across the Kingdom. However, the company's exponential growth presented a significant challenge, particularly in terms of marketing and customer service. The high volumes of requests from telephone systems and web chats were overwhelming for the customer service agents, who struggled to handle all these requests promptly and efficiently. The company recognized the need for innovative solutions to cater to its expanding customer base and enhance the engagement and interactivity of its customer communication.

SPL, a government-operated postal services firm in Saudi Arabia, was tasked with ensuring the security and reliability of deliveries across the Kingdom. With the rise of Saudi Arabia in the ranks of global e-commerce markets, SPL needed faster, more accurate communication with customers, government officials, business partners, and transport teams. For over 20 years, SPL used one-way SMS to send delivery updates and customers could only connect with the company through a call center or social media. If shipping information was inaccurate or incomplete, SPL had to find that customer, which could delay receipt of their package.

Slide, a Software as a Service (SaaS) platform, was looking for a way to offer businesses a one-stop solution for social ordering via their social media accounts. The challenge was to manage the day-to-day online orders via social platforms so businesses could focus on their core strengths while leveraging the capabilities and scale of Slide. The goal was to provide a seamless and efficient end-to-end customer experience, allowing customers to view menus, order food, and chat about dietary preferences without ever leaving their preferred social media platform. The challenge also included providing a secure and convenient payment method for customers to finalize their transactions.

RIZEK, an on-demand service delivery app based in Abu Dhabi, needed to ensure effective and timely communication with its users. The company offers a variety of home services across several categories, including home care, car services, beauty, healthcare, and more. Regularly updating customers about the status of their services, transactional details, promotional information, and other types of communication was critical to their business. They needed a technology that could ensure these types of information were communicated effectively and on time.