Building trust in automation: How Datora puts customer experience first

Delivering this level of partnership takes more than strong technology, it requires understanding what customers actually need and building automation that supports real workflows. That’s exactly where Datora excels.  

Based in South Africa, Datora connects systems through API enablement and AI technologies, powered by our all-in-one cloud communication platform. Their “virtual workforce” approach helps businesses automate both internal operations and customer interactions without disruption. Every part of their approach is rooted in trust, clarity, and customer outcomes.

We sat down with Juan-Pierre du Toit, CEO of Datora Global, and Jaco van der Merwe, Director of Operations, to explore how they’re redefining automation and how Infobip supports them in delivering connected customer experiences at scale.

When your systems don’t talk, your customers feel it

Before jumping into real scenarios, it’s important to understand the root issue: disconnected systems create disconnected experiences.

Imagine this: a customer updates their details in your CRM, but shortly after receiving a WhatsApp message that contradicts that update. Then an email arrives referencing information from three months ago. Nothing is technically “broken,” but everything feels out of sync. Each system works fine on its own, yet together they create a confusing, inconsistent experience that frustrates customers and puts unnecessary pressure on teams.

Imagine this: a customer updates their details in your CRM, but shortly after receiving a WhatsApp message that contradicts that update. Then an email arrives referencing information from three months ago. Nothing is technically “broken,” but everything feels out of sync. Each system works fine on its own, yet together they create a confusing, inconsistent experience that frustrates customers and puts unnecessary pressure on teams.

And this isn’t just a technology issue, it’s a customer experience issue. When someone has to repeat their information multiple times or receives marketing messages that don’t reflect a recent support interaction, they don’t think about system architecture. They simply feel like your brand isn’t paying attention.

This is where our unified conversational platform helps Datora shift the narrative. It’s not just about connecting systems for the sake of integration; it’s about giving businesses a complete, real view of the customer journey. When everything speaks the same language, true transformation begins.

From RPA to agentic AI: Building what wasn’t possible before

Automation has become a defining force in how businesses operate, and Datora is riding that wave while staying grounded in what actually works. Coming from a Robotic Process Automation (RPA) background, they faced challenges in building solutions that could deliver specific outcomes for customers and processes in ways that weren’t easily possible before.

Agentic AI has opened new doors for Datora. Building these focused agents that can deliver certain specific outcomes for customers or processes has been transformative. With our low-code chatbot building platform and prompt engineering capabilities, they can now design and deploy solutions for customers in the AI space much more easily than before.

Our platform enables Datora to go beyond automation and support a superior customer experience across the entire journey. This approach allows them to guide customers from point A to point B in a way that integrates seamlessly with backend systems and turns requirements into real outcomes.

For Datora’s clients, this means applying 15 years of business process automation experience with a unique, out-of-the-box perspective. They approach every process strategically, using Infobip’s platform to deliver solutions that achieve customer goals in an affordable, KPI and ROI-centered way.

A platform that grows with you

One of the key advantages of how we work together with Datora is the flexibility to start small and scale strategically. Our product structure is designed to help them grow their customers gradually, without the pressure of massive upfront investments.

A typical journey might start with a small chatbot deployment on a growth product. From there, businesses can transition to larger modules to handle more volume through the platform. This matters from both a costing perspective and a capability perspective.

The progression is straightforward: start with SMS, just pure SMS, to establish reliable customer communication. Then transition into WhatsApp as engagement needs grow into a two-way conversational approach. Eventually, businesses can expand into our customer engagement solution, which delivers full-scale marketing automation, all without disruption or unnecessary cost.

This approach allows businesses to prove value at each stage before expanding. Teams build confidence gradually, internal stakeholders see tangible results, and customers experience immediate improvements. It’s a model that respects where businesses are today while providing a clear path to where they want to be tomorrow.

Partnership built on shared values

What makes a true partnership in the tech world? For Datora, it comes down to alignment on values, specifically, putting customer needs ahead of revenue targets.

We are predominantly focused on client experience and what the client actually wants. At times, that means taking a smaller deal but delivering what the client truly needs. That focus on quality of service through technology has allowed us to build strategic customer relationships that transcend the traditional two- or three-year span and last for decades.

That kind of trust enables honest conversations about what’s working and what’s not. It turns challenges into opportunities for collaboration rather than conflict. And it allows both sides to focus on what truly matters: the customer. That’s not just good business. It’s a better way to build the future of customer experience.