Ibancar: Driving digital credit journeys from application to approval with conversational messaging
60%
of leads progress through the sales funnel without human intervention
~3,000
monthly service requests resolved automatically
CHALLENGE
Rapid growth put pressure on fragmented communication
Ibancar is a Spain-based fintech that’s been redefining access to credit. The entire process is fast, fully digital, and designed for flexibility, especially for those with limited or irregular credit histories.
The market quickly embraced the mission to make credit more inclusive. With over €50 million in loans issued and 25,000 customers served, demand skyrocketed. But with success came operational strain.
Each month, more than 40,000 leads flowed into Ibancar’s system. Their customer service team struggled to keep up, spending valuable time handling repetitive questions, searching for documents, and managing communications spread across multiple, disconnected channels.
Without a unified customer engagement strategy, agents struggled to keep up:
- Manual processes slowed response times
- Fragmented data made it challenging to optimize performance
- Overall customer experience suffered
In a competitive lending space, where processing speed is key, these gaps risked lost opportunities and rising costs.
Ibancar needed a scalable solution that could automate repetitive tasks, improve visibility, and free up teams to focus on complex cases without compromising on service quality.
SOLUTION
A single platform for automation, personalization, and outreach
During their search for a communications partner, Ibancar was drawn to Infobip’s strong reputation. Once the conversation began, they were equally impressed by the professionalism and responsiveness shown in addressing their needs.
Ibancar chose to partner with us to unify and automate customer communication. After launching a WhatsApp chatbot, they expanded their CX strategy with a broader range of Infobip’s solutions.
The company adopted:
- Answers: Our chatbot-building platform for automating support
- Conversations: A cloud contact centre for live agent handovers
- People CDP: Infobip’s customer data platform bringing all customer information into one central portal for a unified view of the customer journey
- WhatsApp Business, SMS, and RCS Business Messaging for outreach, reminders, and real-time engagement
At the heart of the solution is Ibancar’s support chatbot, which is available 24/7 via WhatsApp. From their website, customers have easy access to open a WhatsApp chat for support throughout the entire loan journey:
- Checking eligibility
- Collecting documents
- Confirming payouts
- Providing ongoing account support
When human input is needed, customers are routed to agents through our cloud contact center, Conversations. And with the data being gathered through our customer data platform, agents have a line of sight of the full interaction history across all channels, giving context and ensuring a seamless customer experience.
RCS, with SMS as failover channel, also play an integral role in the customer journey to ensure no marketing or transactional messages get lost. These channels notify customers when loans are approved, prompt document uploads, send payment reminders, and power remarketing and verification flows, ensuring key messages are delivered on the customer’s preferred channel.
Our CX consultants worked closely with the Ibancar team to map journeys, train staff, and optimize the experience. With advanced analytics and journey tracking, the operations team can monitor drop-off points, channel performance, and customer satisfaction in real time.
RESULT
Scalable growth, lean operations, and faster service
Since partnering with Infobip, Ibancar has optimized support, improved visibility, and streamlined thousands of monthly interactions, without needing to scale its customer service team simultaneously.
Around 3,000 service requests are resolved automatically on a monthly basis, while 60% of valid leads move through the funnel without agent intervention, totaling over 40,000 monthly interactions.
The scalability of our solutions is also reflected in how Ibancar has grown its team. While the overall workforce expanded by 30–40% in recent years, the customer service team saw only a slight increase, highlighting the efficiency gains made possible through automation.
The impact extends to customer experience, too. People can apply for loans, manage their accounts, and receive updates anytime, without waiting on hold or being restricted to business hours. Feedback has been overwhelmingly positive in online reviews.
Our conversational communication platform has paved the way for Ibancar’s international expansion – the same workflows are already live in Mexico, with further automation on the way.
At present, they are planning an email migration to Infobip’s Email API platform. By implementing a seamless, omnichannel customer journey, Ibancar has a solid foundation for sustainable growth, with even greater opportunities in the pipeline.
Our objective was clear: to offer a simple, agile, and seamless credit experience without giving up scalability. Infobip has enabled us to achieve this with an integrated and automated omnichannel solution, which has helped us strengthen the solid foundations of our sustained growth.
Marcelo Teplitzky
Head of Product & Growth at Ibancar
Click here for more information about Ibancar.
COMPANY PROFILE
Ibancar is a Spain-based fintech that’s been redefining access to credit since 2017. Focused on people often overlooked by traditional banks, the company offers loans of up to €8,000 against a vehicle, without asking customers to lose ownership, hand over keys, or visit a branch.