Challenge:

Connecting over 286,000 users from Singapore, Hong Kong, the UAE, and other countries with over 8,000 locations, services, and products is a challenging task in itself. However, Beam&Go – the payment and digital marketplace that empowers migrant workers – was faced with multiple customer service challenges, including:

Long customer response time

The long customer response time resulted from agents switching between different tools and platforms to resolve their customers’ inquiries. In the end, this resulted in the agents needing to work extra hours and the inability of management to track their performance and workload.

No data centralization

The lack of proper data centralization and storage resulted in a poor customer experience. Since the data was siloed, the agents often needed to start conversations with customers from scratch.

Multiple siloed customer communication platforms

Beam&Go used different providers for different channels to perform their campaigns. Due to the inability to consolidate the tools and data into a single interface, the campaigns were not performing well, while the costs of running them were high.

The team at Beam&Go realized they needed a single provider, one that would help them deal with their multiple challenges and future proof their communication down the road.

Solution:

After searching for a reliable partner, they found out that with Infobip, they can have an all-in-one platform for customer communication.

The ideal combination to address their needs was using Infobip’s cloud contact center solution, Conversations with our customer data platform People.

Conversations enabled the team at Beam&Go to quickly start using multiple channels such as Messenger, Live Chat, and WhatsApp to provide customer service to their clients.

Beam&Go used Messenger as the main channel for customers to get in touch with and receive more information about the company and its services. Live agents were then able to guide visitors to the website to register and start using the service.

Live Chat was added to their website to provide real-time support to visitors. The Beam&Go team were able to route potential customers to the right agent with the help of predefined buttons. This helped in preventing customer churn and saving time and resources.

To improve their customer experience, even more, Beam&Go also added WhatsApp to their Facebook page, allowing for quick and easy communication.

In addition to these customer service channels and their innovative implementation, they also started sending promotional campaigns through Email and Viber to generate new leads and improve sales. The customer data platform, People, helped the team at Beam&Go to segment their customers for personalized email campaigns.

Results:

Beam&Go saw multiple positive results after starting to use Infobip’s platform. Switching to a unified solution has allowed them to handle campaigns, conversations with customers, and get valuable insights from analytics and reports. By doing this, they were able to reduce services from previous providers – resulting in cost savings of up to 30%.

In addition to saving costs, using Infobip’s JIRA integration proved to be more agent-friendly and efficient – improving the marketplace’s agent response time by 100%.

With Infobip’s support and guidance and customer data platform – People, Beam&Go improved messaging and targeting on multiple channels:

Finally, Beam&Go significantly improved customer experience by implementing a contact center solution and an omnichannel communication strategy – using Live Chat, Messenger, and WhatsApp to help guide new and existing customers through the customer journey.

Challenge

In 2016, One Acre Fund introduced an interactive mobile channel to use two-way SMS to communicate with farmers for non-seasonal orders on a small scale (500 to 1000 interactions).

However, the channel service provider did not offer a post-paid option to One Acre Fund, but only a prepaid model. In addition, the agricultural service provider found this provider’s level of service to be sub-par.

The limited functionality of the SMS channel also created a disconnect between the farmers and the organization.

Solution

One Acre Fund decided to switch to a USSD solution that would offer a self-service interface for farmers to interact with.

Infobip enabled One Acre Fund, an agricultural service provider for smallholder farmers, to interact more efficiently with farmers participating in its program and cut operational costs by rolling out a USSD portal.

The choice for USSD was made based on user-friendly functionality because it’s an interactive, menu-based technology communication protocol available on every GSM-enabled mobile device. It is a session-based text communication without a store-and-forward mechanism (unlike SMS) that is practical for interactive communication, such as banking or education.

Infobip was chosen to roll out the USSD portal, and it was launched in Rwanda in December 2018 and Kenya in August 2019. Infobip added roughly nine extra services to the USSD code and typically ran a daily volume of 40 000 to 80 000 interactions.

Result

Since the introduction of the USSD portal, One Acre Fund has seen an increase in engagement with farmers.

The user-friendly functionality of the solution means anything a client wants or needs can be requested at a touch of a button. This helps with the paying out of loans and benefits the customers’ journey. USSD gives One Acre Fund a clear user entry point that allows it to rely less on field staff to disseminate information.

Implementing the solution will also help One Acre Fund reduce its deficit, allowing it to expand to more regions faster, with a limited donor funding growth per year. In addition, USSD has enabled the organization to move away from manual data manipulation, resulting in faster processing times with fewer overhead costs and improved customer experience. In October 2019, One Acre Fund recorded 1.3 million user sessions via the USSD portal and predicted two million for December 2019. It forecasted a volume of 40 million user sessions for 2020. One Acre Fund is also planning to trial the solution in Burundi, Tanzania and potentially Zambia and Malawi.

Challenge

Jiji Africa is an online marketplace in pan-African countries including Ghana, Kenya, Nigeria, Uganda and Tanzania. They needed a solution that would enable it to seamlessly send out vital transactional information to buyers and sellers that use Jiji’s platform to exchange goods.

According to Jiji’s Head of Africa, Yuliy Shenfeld, the business experienced delivery rate challenges with their previous SMS service provider. Not all transactional messages relating to registrations on their platform and enquiries about advertised items reached their customers.

Solution

Looking at their customers’ current channel preference, Jiji Africa knew SMS and Voice were the right solution, and Infobip the perfect partner to provide it. When it comes to any transactional traffic, the service’s reliability and stability is crucial, which is something that Infobip could secure for its clients.

It was vital for Jiji to receive support from local experts and ensure that their subsidiaries – in Kenya and Ghana –benefitted from a dedicated Customer Success Manager that takes care of their needs and ensures that local regulations are followed.

Result

The implementation of Infobip’s Voice and SMS service enabled Jiji to lower their costs by almost tenfold, while its delivery rates improved to over 90%. The improved delivery rate can be ascribed to Infobip’s direct connections to carriers.

Jiji benefits from a reliable service because Infobip has a local presence. This contributes to high delivery rates for their customers and allows Jiji to provide its customers have a seamless experience.

Infobip has a deep understanding of Jiji’s business model, enabling the service provider to serve as advisors and consultants as its business and customer needs expand. Jiji also benefitted from 24/7 technical support and a dedicated CSM looking after them and their business.

As an omnichannel solution provider and a consultant to Jiji, Infobip can support them with any new projects and the enablement of communication solutions that may come along on their digital journey as the needs of their customers evolve.

Challenge:

With the launch of its digital banking platform dubbed HF Whizz, HFC set its target segment as college and university students (aged 18-24) and micro-entrepreneurs.

Most customers in this segment were mainly interested in instant loans, short-term credit, and other small-value transactions. However, they lacked financial education about repaying these loans on time, or at all, posing a significant hurdle for HFC.

When launching HF Whizz, the company wanted to find a way to offer a broader range of services to its customers through its digital banking platform.

While its customer engagement was conducted mainly via email, SMS, USSD and WhatsApp channels, it sought to understand better the customers who utilized its digital banking platform. They also sought more ways of increasing the number of transactions per customer and the range of products and services they were typically using.

The bank determined that it needed a commonly used platform to share information with this younger customer demographic. At the same time, it also realized that it could leverage its digital banking platform to tap into its existing customer base to upsell its products and services.

Solution:

In 2018, HFC defined its digital strategy and established its requirements through a consultative effort involving cross-functional internal teams and an external consultant. They identified the WhatsApp Business Platform, coupled with a two-way SMS to complement its USSD and App platforms as the ideal solutions for their needs.

The solution would have to be agile to implement and customizable in a short time. It also needed to offer flexibility in terms of innovation and pricing and have simple Application Programming Interfaces (APIs) that HFC could connect to.

Most importantly, the bank sought a partner to provide 24-hour support and a designated team to implement the project.

After issuing requests for proposals, Infobip was chosen as the successful bidder, based its willingness to fully understand HFC’s vision and its ability to provide a technology solution that met all the bank’s requirements.

Result:

To subscribe to this service, customers are required to save the bank’s WhatsApp phone number – meaning access to the chat is granted on an individual and personalized basis.

Infobip’s solution has been a huge game-changer that has enabled the bank to have more customer interactions.

The customer journey has changed entirely, and they are happy that Infobip understood their vision and delivered on their requirements.

Challenge:

Eat’N’Go Limited is a Nigeria-based quick service restaurant (QSR) group that is the lead franchisee for three well-known US fast food brands: Domino’s Pizza, Cold Stone Creamery, and Pinkberry Frozen Yogurt. Since starting operations in the West African country in 2012, the group has seen continuous growth, making it one of Nigeria’s fastest-growing companies.

The business traditionally leveraged various communication channels for direct marketing purposes. The business primarily used SMS to send promotional messages to its two million customers – aiming to increase in-store conversions and sales.

They realized it had very little information about individual customers. They also had no insight into its SMS messaging delivery rate and saw a low conversion rate with the number of messages it was sending. This drove up costs, resulting in a low Return on Investment (ROI). The group acknowledged it would need to deploy a better communication platform to address these issues, which ultimately negatively impacted its revenue and bottom line.

Solution:

The company consulted widely to determine which technology company could deliver a solution to address its challenges. The consensus was that Infobip Africa would be the best choice.

Infobip’s proposal included a successful trial of its SMS solution that ran for several weeks. It was delivered to Eat’N’Go in 2015, which immediately addressed many of their identified challenges.

Most significantly, Eat’N’Go realized that of the two million messages it sent to its customer base, it only saw a 50% delivery rate – an expensive and inefficient exercise. By providing more significant insights into the behavior and preferences of the customer base, they could now send personalized SMS via Infobip to target customers who were more likely to result in conversions.

After some time, Eat’N’Go decided to improve its messaging platform even further, and Infobip Africa was again contracted to deploy a complete CRM system with SMS capabilities in 2019. This provided even deeper segmentation and insight into Eat’N’Go’s customer base, allowing the group to send personalised offers and promotional messages aligned to individual customers’ preferences and spending habits.

Result:

The CRM system and SMS for Business platform transformed how Eat’N’Go communicates with customers, resulting in better conversion rates, improved ROI and lower costs.

It also provided an improved customer experience through relevant messaging aligned with each customer’s unique preferences. Ultimately, the solution helped Eat’N’Go achieve its goals to boost revenue and profitability.

Challenge

Ubongo is Africa’s largest multi-platform classroom, with a reach of 17 million households via television and radio. They create and deliver educational entertainment via TV, radio and digital to millions of kids across Africa to help them learn and leverage their learning.

Before the pandemic, Africa’s school enrolment rate was above 80%. The rise of Covid-19 had a devastating effect on this rate, with 226 million learners unable to go to school. During this time, Ubongo received an increasing number of requests for more support – especially from parents who faced the challenge of homeschooling their kids.

Increasing showtimes on TV and radio met some of the demand, but it became clear that there was an increasing need for on-demand content and support. Many parents were asking for content to be sent via Whatsapp because it’s data-friendly and available on any smartphone.

Ubongo also wanted their students to delve deeper into their content through a value-adding digital platform, chat apps and social media channels.

Solution

Ubongo recognized an opportunity to engage with its target market via Answers, our customizable chatbot building platform. It met their criteria, being price, ease of use, functionalities available and technical support. By utilizing Whatsapp Business API in combination with Answers, Ubongo could provide always on customer support through the most popular messaging service on the continent and leverage reach and low data costs.

Ubongo could chat with their customers in three different languages, English, Swahili and Hausa. Getting content was as simple as chatting with a friend. All they needed to do was was say ‘Hi’ to to the officieal Ubongo Whatsapp account.

Users were then offered various options, ranging from language options, TV showtimes to videos.

Result

The implementation of Infobip’s Answers solution enabled Ubongo to stay true to its commitment to support kids on their educational journey. Their continued efforts to maintain their reach and serve their market during the pandemic were recognized by the New York Times, Al Jazeera and Reuters.

Through Whatsapp Business API, users could access content on-demand and download it, so it’s available offline.

Within two months since implementation, Ubongo could already see positive results. In what they describe as a first for the company, end-users from different channels can seamlessly and consistently connect into a single digital channel.

Infobip’s solution also enables Ubongo to push content for free downloads directly to their end-users. And for those who still prefer to access Ubongo’s content on conventional platforms like television, users can access a digital TV guide to ensure they don’t miss it.

They can also measure the success of this new strategy thanks to the feedback functionality of the chatbot.

Challenge

Solidaridad wanted to reach more farmers, miners, and other producers that were a part of its program beneficiaries. To do this, the company looked to move communications to digital channels. However, most beneficiaries of their programs do not have access to smartphones. Their research indicates that the best way to communicate is through voice-based technology since over 90% of their program beneficiaries have access to basic and feature phones.

Solidaridad was looking for a reliable voice-based solutions provider that would enable them to provide training and other relevant information in an efficient and economical way.

Solution

After conducting some research on potential voice-based communication providers, Solidaridad decided to adopt Infobip’s Voice solution to connect with program beneficiaries using text-to-speech calls. This enables the organization to pre-record audio that is sent to its program beneficiaries in the form of a phone call.

Solidaridad uses text-to-speech calls to provide training, conduct post-training assessments to reinforce learning, and share other relevant information related to cocoa farming, oil palm farming, gold mining, and more. The voice technology also enables the organization to bridge language, distance, and literacy gaps across the five countries it operates in within the West African region.

Result

After implementing voice-based communications through Infobip, Solidaridad has reached 30,248 cocoa farmers and 5,486 oil palm farmers across five countries, and 1,066 miners in Ghana alone. Farmers and Miners now receive training and other useful information on time – helping them improve their farming and mining practices.

In addition, Infobip’s solution has proved to be an efficient, cost-effective way of communicating – and Solidaridad looks to expand its communications mix in the future.

Challenge

Mahindra Auto always looks for ways to enhance the automotive experience. At the forefront of the car purchasing journey stand Mahindra Auto’s car dealers, and a part of providing a great car buying experience for customers is delivering key information on time.

Until recently, Mahindra Auto car dealers had to endure a lengthy process to obtain information that would help buyers choose the right car and complete their purchase. This amount of time and touchpoints resulted in frustration..

To improve the experience for its car dealers, Mahindra Auto was looking for an easy-to-use solution to deliver real-time information that would help them plan and track funds and inventory.

Solution

Since WhatsApp is one of the most popular communication channels in the region, Mahindra Auto decided to implement it as a new communication channel for its car dealers. With Infobip, the automotive company was up and running with WhatsApp Business API within 24 hours.

Mahindra Auto then decided to automate its communication by syncing its new WhatsApp account to the company’s existing chatbot. The chatbot serves as a self-service model for car dealers to filter through information and receive exactly what they need in minutes. Through keywords, car dealers can provide the chatbot with information to generate PDFs with specific information.

WhatsApp’s end-to-end encryption and instant messaging feel ensure car dealers receive information in a secure, fast, and easy way.

Result

Mahindra Auto saw immediate improvements after implementing WhatsApp as a new communication channel.

The self-service model has relieved pressure from office executives since car dealers can now get information on their own – especially during the pandemic. It has also improved inventory and funds planning for car dealers and has reduced operational workforce efforts by 30% across all offices.

Mahindra Auto is also satisfied with the fast development and deployment – and is happy to have a scalable solution that can meet changing behaviors and needs. The automotive company looks forward to using new features and channels in the future.

Challenge

In a world where cash payments are on the decline, market demand for DinarPAY’s mobile wallet service has been steadily increasing. What’s more, The Central Bank of Libya has recently considered regulating DinarPAY for its Mobile Wallet License, resulting in a huge expansion to the company’s customer base and the number of mobile payments it can process, as well as participating in the processing of $9 billion market transaction volume.

Until the summer of 2020, DinarPAY had been relying solely on SMS updates to communicate with customers, which meant it was unable to reach customers in certain countries. DinarPAY needed to ensure it could connect with existing and new customers quickly and reliably, no matter where they are in the world and what channel they are using.

Solution

In many of DinarPAY’s key markets across the Middle East and North Africa, WhatsApp has become the main channel of choice for communication. In fact, since March 2020, which marked the start of the global COVID-19 pandemic, WhatsApp’s customer base has grown 50%. Customers want to connect with businesses on a familiar platform that is fast and reliable.

DinarPAY chose Infobip as a technology partner to continue its SMS communications, as well as to employ its WhatsApp Business Platform solution – opening the door for better communication and engagement with those countries where SMS contact wasn’t possible.

This broader reach means every customer across DinarPAY’s operations in Libya and Tunisia receives real-time notifications about account updates and transactions, as well as security reminders and two-factor authentication to verify payments.

Customers can also register for a DinarPAY account via WhatsApp, which offers a simpler alternative to SMS. All they need to do is switch their security notification channel to their registered WhatsApp Account.

Another notable benefit of WhatsApp is the all-important verified tick to reassure customers that the service is verified. It also links through to DinarPAY’s website and contact page, enabling quick transition from app to website.

Result

By adding Infobip’s WhatsApp Business API solution into its customer communications mix, DinarPAY has been able to connect with thousands of customers worldwide, increasing its efficiency in serving customers.

Since its launch in October 2020, WhatsApp has helped DinarPAY serve over 40,000 customers, expand its customer base by 50%, and deliver a 70% success ratio in handling customer queries.

As the service evolves, DinarPAY will look to use WhatsApp to manage C2C transactions, instant inquiry services, and eKYC verification processes.

Challenge

As one of the leading online financial product marketplaces in Brazil, Juros Baixos was looking for an efficient way to create message flows and sequential campaigns that would guide customers through its multi-step loan approval process. Juros Baixos has over 30 financial product providers as a part of its platform, and each have specific processes which demand tailored messaging.

After trying a variety of CRM system providers, Juros Baixos still didn’t have one central platform that could connect all 30 messaging systems to the main marketplace system – and had minimum SMS automation capabilities. As a result, wait time for customers that were being transferred from one system to another often lasted up to 24 hours, and Juros Baixos didn’t have clear overall insight into the performance of its marketing efforts.

Juros Baixos wanted one central hub to connect all its messaging systems and help automate communication over both SMS and email to improve responsiveness. The financial product marketplace provider also wanted to access analytics and performance overviews from the same tool to track the impact marketing efforts have on overall revenue.

Solution

Juros Baixos found out about Infobip’s omnichannel customer engagement solution, Moments, and decided to become one of the first companies to take part in the Beta phase, using it to:

Customers who fill out the loan request form through the Juros Baixos website trigger the main message flow and receive an SMS message with information about the loan approval process, as well as easy access to offers.

Once the customer chooses to continue with the hiring process of a specific financial product provider, Juros Baixos sends tailored messages through Moments which outline the customer’s next steps.

When the customer signs and returns the corresponding documents, they have successfully completed the loan approval and onboarding processes.

Result

Using Moments improved Juros Baixos’ responsiveness to customers and gave them more control over messaging flows. As a result, the company’s marketing margin increased by 18%.

In addition, having both communication channels connected to one central hub gives Juros Baixos in-depth insight into how specific marketplace users interact with the messages they receive – and the company has access to analytics to help make data-driven decisions.