Challenge

To respond to new consumer behavior and trends, Croatia Osiguranje decided to launch a 100% digital vehicle insurance option. The new brand, Laqo, is the first of its kind on the market and offers a fully automated, self-service buyer journey through the web.

However, the insurance company knew that undergoing a digital transformation would be a challenge since the insurance industry is based on personal agent-customer relationships – and customers grew accustomed to having their own personal agent that knew their history.

To increase market adoption for the Laqo brand, Croatia osiguranje looked for a solution that would limit the number of phone calls and emails that came through, while enabling real-time customer service with live agents. The insurance company’s goals were to decrease resolution time and increase sales by moving customer queries to their favorite communication channel – chat apps – and optimizing internal processes.

Solution

With many chat app options available, Croatia Osiguranje decided to research which ones were the most favored among its customers.

To start, the insurance company chose to connect WhatsApp, Viber, and Messenger to Laqo using Infobip’s Conversations API. This enables customer support agents to answer all queries in real time.

Once the system was set up, Croatia osiguranje prompted Laqo website and app visitors to contact customer support by scanning a QR code and choosing their preferred chat app.

Customers who completed these steps were able to start a new chat with an agent through the channel of their choice.

Since Laqo added chat apps to its communications mix using the Conversations API, agents can receive and resolve queries faster than before. They are also able to educate customers who are unfamiliar with the digital buying journey in a timely manner – and customers feel secure knowing an agent is easily accessible as they test out new features and functionalities.

Result

Adding chat apps to its existing system using Infobip’s Conversations API, in partnership with Hrvatski Telekom, led to better agent and customer experiences for Laqo. Now, communication is easy, fast, and user-friendly.

Croatia osiguranje’s ability to provide personalized customer service as an addition to its new digital buying journey led to 50% of potential users leaving positive reviews about their customer care on social media.

The new brand is now also able to start tracking its CSAT score and has received an average 4.7 rating thus far.

In comparison to previous customer support channels, the insurance company was able to improve its resolution time – queries that used to be solved in a couple of days are now solved within 17 hours.

The real-time answers customers receive now have reduced their uncertainty in the brand. In addition, agent efficiency and satisfaction have increased since having a system that enables them to simultaneously manage multiple customer conversations.

Overall, agents and customers are satisfied with the results after adding chat apps to their customer support communication. Since the transition, Croatia osiguranje was awarded for Best Customer Experience and Best Small Call Center by CX.hr in May 2021.

The insurance company looks forward to moving more customer queries to WhatsApp, Viber, and Messenger – and engaging with them in an interactive and educational way.

CHALLENGE

With hundreds of thousands of customers across the country, Mutua Madrileña is the most widely used insurance provider in Spain, providing life, automobile, health and accident insurance, as well as pension and investment funds.

With 74% of its customers present on digital channels, the organization wanted to move beyond just building new apps and instead, look at how existing channels could be used to reach and support customers. This meant being present on conversational platforms.

In tandem, the COVID-19 pandemic was driving more and more people to WhatsApp to keep in touch with friends, family and brands over the various lockdowns of 2020. WhatsApp’s global user base has grown a colossal 50% from March 2020.

The company realized it needed to be present on WhatsApp in order to elevate conversational commerce and free up existing agents to deal with more complex customer service queries.

Solution

Mutua Madrileña harnessed its own expert customer experience and technological assets, and with guidance from Infobip, successfully integrated WhatsApp Business into its existing systems.

Now all customers need to do to start a conversation is add the number to their contact list and say ‘Hola!’. The app can handle multiple conversational workflows on more than 1,000 topics, including:

Mutua Madrileña is one of the first insurance providers in Spain to provide support like this via WhatsApp.

Result

Infobip’s solution enabled Mutua Madrileña to bring a brand-new channel to market in just three months. Since October, Mutua Madrileña’s WhatsApp virtual assistant helped:

It also accounts for 23% of all traffic among the channels where Mutua Madrileña uses a virtual assistant – this includes its website, apps, and Google assistant. A fantastic achievement for a channel in its early stages.

As the service evolves, Mutua Madrileña has added to the content available via the channel, depending on customer needs.

Strong levels of channel re-use and NPS scores show that the service is a favorite among customers, who use the channel to quickly address any queries or questions.

Future plans for the channel include requesting roadside assistant via WhatsApp automation, where Mutua Madrileña would then dispatch help as soon as possible.

Challenge

With eCommerce surging under Lazada and Shopee, Primer saw the value of investing in online shopping. However, they immediately faced the challenge of moving offline shoppers towards their online stores.

The challenge was how to communicate to customers that they could shop online. This introduced a subsequent challenge – how to continuously engage with these customers once online?

Operating 400 stores and offering 150 monobrands overwhelmed Primer with a wealth of data. The challenge here was how to maximize and check the value of their massive database.

Making smart use of the data was also challenging, since Primer lacked analytical tools to provide metrics aside from campaign revenue.

When pandemic measures closed their brick-and-mortar Bratpack stores, Primer needed a way to keep this brand afloat. They needed to move their CRM online in a push to turn loyal customers into ecommerce shoppers.

Solution

Primer noticed their target market segment was using chat apps. They decided Viber Business Messaging from Infobip would help them engage this segment and drive them towards eCommerce.

Additionally, using chat apps helped build a more humanized image of the brand by creating dynamic engagement with customers.

Thanks to the reporting features available from Infobip, Primer was able to validate user data and monitor campaign effectiveness.

The intuitive dashboard made it easy for Primer’s team to implement blasts.

For Bratpack, Viber introduced the capability to connect with their offline customers and offer them more shopping options with direct links and exclusive offers.

To introduce the new channel, Bratpack offered a discount voucher over the ecommerce site with a Viber code. The code was redeemable only by customers who received the code over Viber.

Result

Viber introduced a new level of customer engagement, improving customer journeys – as well as increasing eCommerce traffic and revenue.

Primer could connect with customers using more humanized messaging and by creating more engaging campaigns. This resulted in higher customer attraction and better customer engagement.

The ability to track which users were active helped Primer to focus their messaging spend on active customers only. In addition, by moving campaigns from email to Viber, Primer’s campaigns became more effective.

Making data driven decisions is simpler than ever thanks to automated reports providing insights on:

Thanks to Viber, Bratpack saw 53% of users redeem codes for high customer engagement, resulting in hitting 401% of the store’s total target sales for a 224.81% sales boost, month-on-month.

Challenge

Before Infobip, Edenred UAE relied on email as a quick and economical way to solve customer queries. However, the payroll service provider had limited visibility into key metrics such as first-response time, average handle time, or customer satisfaction. Edenred UAE also had manual dedicated queues to action high-priority queries and no self-service capabilities in place.

As the payroll service provider’s customer base grew from 1 million to 1.5 million cardholders within a few months, customer support activities became increasingly harder to handle and track.

Edenred UAE decided it was time to implement new tools that would help scale its customer service without compromising on user experience and increasing costs.

Solution

To address the challenges to date, the payroll service provider decided to use Infobip’s contact center solution Conversations and chatbot building platform Answers to provide self-service options for money transfer queries over WhatsApp Business Platform.

Through Answers, Edenred UAE created a multilingual chatbot that can resolve common queries using multimedia – and is available 24/7. And, when used in combination with Conversations, the chatbot can transfer complex queries to an agent with the right experience without losing conversation history or context.

Additionally, through Conversations, Edenred UAE has insight into the analytics it needs to improve its customer support overtime, including first response time, average wait time, CSAT scores, and more.

After using WhatsApp Business Platform as a channel for money transfer-related queries through Conversations and Answers proved successful, Edenred UAE decided to substitute email with the chat app for all customer service queries moving forward.

Result

By using Infobip’s chatbot building platform and cloud contact center to set up a WhatsApp chatbot, Edenred UAE was able to rapidly scale its customer support. The company has been able to serve over 58,743 unique customers since implementing Infobip’s solutions in August 2020.

The payroll service provider also managed to improve its average handle volume – going from handling an average of 12,000 emails to handling over 30,000 chats on WhatsApp a month.

Edenred UAE’s chatbot led to 69% of the company’s chats in September and October being self-serviced – and only 31% being transferred to agents due to complexity. In addition, all chats were answered and resolved on WhatsApp within the first 48 hours – decreasing the company’s average wait time by 96%.

Edenred UAE also surveyed 667 of its users to obtain insights about WhatsApp as a customer service tool – where 62% of Edenred UAE customers claimed they prefer to get in touch via WhatsApp, and over 70% stated they were able to find the answers they were looking for on WhatsApp easily.

All in all, Edenred UAE was able to scale its customer service team in a way they couldn’t with email – which led to an increase in overall customer satisfaction.

Challenge

Indosat Ooredoo was looking for a way to supplement the general decline in roaming revenue, and A2P SMS was identified as a viable service to achieve that. For several years, Indosat Ooredoo saw an exponential revenue growth from A2P SMS services, making it an A2P SMS knowledge hub within the Ooredoo group, sharing experiences with other opcos about how to reverse negative revenue trends.

However, Indosat Ooredoo ultimately experienced A2P SMS revenue stagnation. In a way, Indosat Ooredoo’s A2P SMS was a victim of its own success, as different teams and verticals within the MNO started to show their interest in A2P SMS, leading to different pricing in different departments. This unbalanced A2P pricing between wholesale and enterprise customers was a part of the wider picture where Indosat Ooredoo realized that A2P international traffic is also affecting domestic traffic.

In cases where wholesale pricing was increased, traffic would just switch to another vertical within Indosat Ooredoo itself, e.g. enterprise or consumer, and Indosat Ooredoo became acutely aware of the need for a tool that would help them coordinate market approach and pricing details.

The decision was made to partner with a single A2P SMS provider that was to manage all A2P SMS traffic and ensure harmonized pricing across different Indosat Ooredoo departments. The partner needed to eliminate grey routes and provide consistent A2P SMS revenue growth, positively impacting revenue assurance for Indosat Ooredoo.

An international tender was held and Infobip was selected.

Solution

The A2P SMS partner needed to commit to realistic A2P SMS revenue projections and immediately reverse revenue stagnation, but also be technically capable to manage SS7, SMPP and SIM box traffic detection, and also flexible enough to adapt to complex telecommunications infrastructure.

One of the key requirements was also advanced detection and filtering solutions from an experienced global player that would be able to provide expert consultancy and be a trusted partner in building the A2P SMS business for Indosat Ooredoo.

Infobip ticked all the boxes with the Anam Protect SMS firewall and monetization consultancy. The Machine Learning features of Anam Protect provide efficient and precise traffic filtering with the number of false positives declining with each iteration of the system continuously upgraded. Our SMS Firewall also possesses a dedicated SIM box detection module which has proven its efficiency with Indosat Ooredoo as well as other partners worldwide.

Combining the powerful technical features of Anam Protect with global expertise in A2P SMS messaging as a provider for the world’s largest enterprises allowed Infobip to reverse the negative trends. Infobip’s flexibility and agile approach to business enabled the system to be live and operational in less than two months from the start of the negotiations. Infobip’s expert engineers were able to quickly and accurately implement the filtering system on top of Indosat Ooredoo’s complex IT infrastructure.

Indosat Ooredoo’s complex A2P SMS operations prior to Infobip’s involvement, spread across different departments, meant that there were effectively multiple uncoordinated messaging platforms. Getting proper visibility and insight into all incoming A2P SMS traffic was a big task, along with domestic traffic segmentation, and this is where Infobip’s global expertise coupled with local presence and knowledge of the Indonesian messaging ecosystem was crucial. Engaging with enterprises was a part of this process and it enabled Indosat Ooredoo to set and enforce sender registration rules for clean, legitimate and properly charged traffic.

Result

All the key requirements of Indosat Ooredoo were met, especially in terms of revenue. International traffic revenue was increased more than three times, protecting the price per SMS. Meanwhile, domestic A2P SMS traffic has seen an increase of up to 10%. This means that Infobip’s filtering setup was able to help with revenue assurance, and Indosat Ooredoo has been able to protect its SMS prices and match market pricing.

From an internal standpoint, Indosat Ooredoo was able to harmonize activities between its wholesale, enterprise and customer verticals. Another important aspect was the fact that Indosat Ooredoo was able to identify and filter out legitimate A2P SMS partners and their legitimate traffic, from those using grey routes and routing unsolicited traffic.

Grey route and SIM box traffic were significant pain points for Indosat Ooredoo, and Infobip has been able to efficiently and in a very short period of time eliminate the threats those posed to revenue derived from A2P SMS traffic.

Challenge

Milaap is South Asia’s largest crowdfunding platform for personal causes and healthcare emergencies.

The platform is transforming the way India gives to those in need, allowing anyone to create a fundraiser for free and benefit from campaign management tools to promote their project.

Getting campaign messages to Milaap’s community of donors – 60% of which is based in India – is key to securing donations and informing donors about the fundraising causes they support.

But with relatively low delivery and open rates for SMS and email, Milaap needed a more effective way to engage donors, drive traffic to the platform, and help increase donations.

To achieve this goal, the crowdfunding platform needed a digital messaging solution that enables fast, secure, two-way communication over a digital channel with wide consumer adoption in India.

Solution

WhatsApp is the fastest growing channel in India. What’s more, Milaap fundraising projects typically receive twice the amount of donations when they’re shared amongst donors’ friends and family via WhatsApp.

Powered by Infobip, WhatsApp Business Platform was therefore an ideal choice for Milaap, and provided a multitude of benefits:

We used the Infobip WhatsApp Business Platform to design a customized communication tailored to Milaap’s requirements and use cases.

These use cases including facilitating key activities and tasks across the donor user journey, such as:

Results

It’s still early days, but the WhatsApp solution is driving a clear uplift in user engagement, click-through rates, and gross dollar volume (GDV) payments.

The ease with which donors can share campaigns amongst friends and family means that WhatsApp now drives a quarter of all traffic to the Milaap platform.

Challenge

Israel’s SMS market is quite specific in that mobile operators have traditionally been reluctant to introduce monetization services due to a lack of a regulatory framework in SMS interworking. A2P SMS prices have been extremely low, which has contributed to the widespread usage of A2P SMS services in the country, with grey routes presenting a significant problem.

Despite such a particular situation, mobile operators in Israel have been reluctant to tackle this issue: until recently, no mobile operator in Israel had an SMS firewall deployed, much less monetization solutions.

The market itself has great potential, with some 20 messages monthly per subscriber overall, and the ratio of international traffic to subscriber numbers at 1:1, which indicates a well-developed market. This is why Hot Mobile decided to monitor and monetize the A2P SMS market.

Solution

Infobip’s Anam Protect SMS Firewall solution combines Machine Learning-powered SMS traffic monitoring and blocking with expert monetization consultancy to turn previously uncharged messages into a revenue generator for mobile operator partners.

The Anam Protect filtering solution processes SMS traffic and provides insight into incoming SMS messages and their origin, and based on a set of parameters, the ML-driven system blocks uncharged, fraudulent or spam messages incoming over zero- or low-rated routes. At the same time, the monetization consultancy team works with message senders and global brands to transfer their traffic to legitimate, charged routes, generating revenue from previously unbilled messaging traffic.

Hot Mobile were looking for a one-stop-shop solution to their SMS monetization challenges, and that’s what Infobip has been able to provide. The flexible architecture also allowed Infobip to meet the stringent security requirements of Hot Mobile and the country’s regulations.

With the deployment of Infobip Anam Protect SMS Firewall, Hot Mobile became the first mobile operator in Israel to have an active SMS firewall, effectively leading the way for other operators in the country to follow suit.

Result

The main benefit of having deployed Infobip’s Anam Protect SMS Firewall and monetization solutions is that Hot Mobile is now fully monetizing international SMS traffic, while before the deployment they had virtually zero revenue from A2P SMS. In addition to turning international SMS traffic into a significant revenue generator, Anam Protect has also improved service for Hot Mobile subscribers, having reduced spam and fraudulent messaging delivered to mobile handsets.

Challenge

Muthoot FinCorp has constantly strived to empower the common man in India through financial well-being solutions including gold loans, automobile loans, small business loans, affordable housing loans, microfinance, insurance and wealth management. The financial conglomerate embarked on a digital transformation journey to extend its customer reach with an omnichannel approach.

However, majority of their customers belonged to the middle and lower-middle classes and were not digitally savvy. In addition, the marketing team had to deal with multilingual communications owing to India’s vast demographics, and the pandemic accelerated the shift from traditional touchpoints to digital ones.

The need of the hour was to:

Solution

Muthoot FinCorp were on the lookout for a solution provider – who could partner with them on this digital transformation journey. Infobip’s channel portfolio and web-based interface provided them the ideal solution, to not only reach out to customers in a rapidly evolving digital space, but also onboard, engage and retain the customers who were digital laggards.

Infobip’s omnichannel capabilities helped Muthoot FinCorp map out all the touchpoints of the customer journey and reach them with personalized messages.

Through Infobip – the Muthoot FinCorp were able to automate and monitor multilingual campaigns that helped reach their customers smartphones in an omnichannel way. The Group leveraged their customer engagement through:

Besides the omnichannel expertise – Infobip’s web-based interface was intuitive, making it easy for those in the marketing team to use the platform, even without technical knowledge.

Result

Muthoot FinCorp saw a gradual shift from traditional marketing efforts to successful digital customer engagement via Infobip’s solutions.

The combination of SMS, WhatsApp Business Platform, Email and Voice from a single interface – allowed them to:

The implementation of each channel resulted in new audiences, brand awareness, education, and engagement.

While the pandemic accelerated Muthoot FinCorp’s digital transformation, and adoption of an omnichannel strategy – they are now looking at ways to expand the usage of these channels to deliver a superior customer experience.

Challenge

BankBazaar uses multiple communication channels to offer its products, such as SMS, email, WhatsApp, and push notifications. Their marketing team is continuously looking for new communication channels and testing which are the right channels for different customer segments.

Until recently, they were primarily using SMS, as it proved to be the most effective communication channel, both in engagement and ROI.

In-depth research made by BankBazaar into their customer base revealed that their customers were more digitally aware and desired additional features instead of only text.

Solution

Since the marketing team at BankBazaar was satisfied with SMS, but was also looking for a more feature rich channel, the team at Infobip suggested introducing RCS (Rich Communication Services) as a potential solution – a channel often described as the next step in the evolution of SMS.

Trying out RCS with Infobip’s help came naturally due to SMS’s effectiveness and the need to satisfy their digitally advanced customers.

RCS Business Messaging allows companies to keep their messaging aligned with their brand by embedding RCS-enabled elements such as:

The solution and support from Infobip eased the RCS implementation through our customer engagement solution Moments and empowered the team at BankBazaar to quickly and effortlessly begin sending RCS marketing campaigns.

Results

In only a few days, BankBazaar sent several campaigns to their existing customer base that amounted to more than 70 million RCS messages. The messages invited the customers to install the BankBazaar application and check their credit score.

The team started experimenting with the channel and sent RCS messages with images and a link that led their customers to the app where they could check their credit score.

Compared to previous SMS campaigns the CTR was around 80% higher with RCS messages.

After getting more familiar and comfortable with the new channel, they began taking further advantage of RCS capabilities and used gif images. The CTR for those messages was even higher! In the end BankBazaar accomplished a 130% higher CTR with RCS.

Challenge

Before the pandemic, Enrich appointments used to be scheduled in-store, over the phone, through email, or on social media.

However, when Enrich decided to revamp its home salon services, the number of calls to its central line increased, and the salon’s agents began to feel overwhelmed. For this reason, the salon wanted to find the best way to talk to customers so they could provide a better experience to home salon clients and appointment booking agents.

To do this, the salon surveyed its clients to understand their preferred channel for scheduling appointments. As a result, 83% showed a tendency towards chat support when booking an appointment instead of calling.

In addition, after Enrich’s home services were revamped, the global pandemic and lockdown took place which influenced the salon’s search for new ways to help clients from a distance.

To meet this new customer demand, Enrich first needed a solution that would help automate its appointment scheduling process and later, enable effective ways to provide customer support in unexpected situations.

Solution

Enrich decided to introduce WhatsApp as a new customer communication channel using Infobip’s cloud contact center solution, Conversations – considering the popularity of the channel within the region.

To create an engaging, simple, and fast experience for its customers and agents, Enrich created 87 queues (one for each location) to route customers to the right agent based on their chosen city and salon. This means that all Enrich agents use the same solution and interface, however, each agent across the region has a personalized view of the queries that are directed to them.

The salon also decided to build a self-service chatbot on WhatsApp to automate its appointment scheduling process for its home salon services. In addition, Enrich set up a Click to WhatsApp campaign to raise awareness for their new communication channel to encourage more customers to contact them through the chat app.

Shortly after using WhatsApp to handle home salon appointments, the global pandemic took place, and Enrich found new ways to use the channel to stay connected with customers at a distance. In addition, using the channel through Conversations enabled Enrich agents to work from home while continuing to provide support during the lockdown.

Since WhatsApp enables businesses to share rich media, such as images and videos, the salon used the opportunity to share do-it-yourself beauty tips with its clients. The rich media feature also enabled clients to make purchases through the chat app by sending a picture of the product they’re interested in – as well as send delivery information.

Once the lockdown was lifted, the salon was able to use WhatsApp through Conversations to share store opening information, working hours updates, and to send surveys to track customer satisfaction.

Result

Since automating its appointment scheduling process, Enrich can now offload work from its central team. In addition, using WhatsApp through Conversations before, during, and after the pandemic helped the salon deliver a personalized customer experience that increased sales and customer loyalty.

The salon also experienced a 13.8x return on advertising spend (ROAS) from its Click to WhatsApp campaign which was set up before the pandemic.

Enrich agents are equally as satisfied with Conversations since it gives them a complete view of chat history and customer context – helping them avoid repetitive questions, such as ˝What was your last treatment?˝ or ˝Which products do you normally use?˝ – so they can resolve queries faster and book more appointments.

Using Infobip’s solution played a role in sustaining Enrich’s position as a digital pioneer in India.