Challenge

FWD Insurance Berhad was concerned that too many customers were not receiving important and sensitive documents sent through the post.

In addition, the process of delivering policies via post was slow and expensive. There is also the regulatory requirement that the insurer must take reasonable steps to ensure that the life policy is delivered to the policy owner.

FWD Insurance Berhad was also looking to optimize their contact center in a way that would allow them to engage customers using modern digital channels.

Solution

Enter WhatsApp Business Platform, the solution to one of FWD Insurance Berhad’s digital transformation challenges. The popular chat app made delivering e-policies fast and convenient. In addition, it facilitated the creation of their automated chatbot, FIBY, to provide clients with information, like e-forms, branch locations, panel hospitals etc.

WhatsApp gives FWD Insurance Berhad real-time delivery status tracking for delivering e-policies using the Infobip web interface. This allows the insurer to take action on any undelivered e-policy, which improves customer experience and addresses the receipt of policy contracts by the intended recipients.

Result

Using WhatsApp helped FWD Insurance Berhad reduce costs associated with delivering policy contracts by 40% – while also making the entire process faster and more secure.

FIBY, the automated chatbot, optimized contact center performance, resulting in fewer inbound contact center engagements. With FIBY handling simple customer service enquiries, first-contact resolution improved, resulting in higher customer satisfaction.

In January 2020, FWD Insurance Berhad won the award for Digital Insurer of the Year for Malaysia by the regional insurance publication InsuranceAsia news. This was in part thanks to innovating the delivery of e-policies using WhatsApp, as well as for introducing FIBY.

CHALLENGE

Silver Monitor is a health tracking device for the elderly that monitors their general health, and alerts medical professionals and family members of any irregularities.

Since the elderly move around just like everyone else, Silver Monitor needed a way to collect live data from devices and feed them to their central servers.

There are several ways to do this, of course – but each comes with its own set of challenges. For example, WiFi works only in certain places in the home, but not outside. Bluetooth also could work, but is limited to shorter distances.

What Silver Monitor needed was a wireless-based IoT solution, since SIM cards are installed in the devices and provide full data coverage, along with multiple network profiles.

In addition, the company also needed a way to manage data traffic and IoT SIM subscriptions to optimize their business.

SOLUTION

Infobip’s IoT solution handled three main challenges for Silver Monitor.

First was the data connectivity over SIM cards. These were placed in the smart watch device and used to connect to the central server. The server was then able to interpret the data over the corresponding application or web interface, keeping loved ones and staff alert.

Next, Silver Monitor had full connectivity management, including support of SIM lifecycle state transitions. This is important, since the data being shared is time-critical. Medical staff needs to be able to promptly react in case Silver Monitor users encounter any health-related issues.

Having full overview of the network connectivity status helps Silver Monitor spot the difference between hardware and software issues. With Infobip’s solution, they can easily know if errors are device or SIM related, or down to the network. Knowing this helps Silver Monitor deploy the correct response – software issues can be handled remotely, while hardware issues require local assistance.

Full centralized connectivity management is crucial, since it allows for easy activation and deactivation of device IoT SIM cards. This capability is handy for subscription-based services, since it allows the business to quickly deactivate SIMs and avoid costs associated with unpaid monthly subscriptions.

In addition, there is no forced termination due to inactivity by Infobip’s admin, or additional charges for middle lifecycle states.

Lastly, Infobip provided the type of support and personalized client approach that addresses the challenges startups face and works together with them to create an IoT solution to fit their case. The pilot project was also made easier to test, thanks to free IoT SIM cards from Infobip.

Working with a company of Infobip’s reputation also helped Silver Monitor to better position themselves on the typically delicate healthcare market.

RESULT

Working with Infobip’s IoT solution helped Silver Monitor to provide a more stable health tracking solution – valued by their users, as well as their loved ones.

This stability was underlined by the improved device control that Infobip’s IoT provides in terms of SIM management.

In a business sense, Silver Monitor benefited by working with Infobip, since this meant their service would be backed by a stable and reliable partner.

Challenge

Before Infobip, Oladoc struggled with low SMS delivery rates which meant that many patients using the platform did not receive an appointment confirmation or reminder.

In addition, due to literacy rates in Pakistan, many patients who did receive Oladoc notifications were not familiar with the style of communication and found it hard to understand the messages they received – so they disregarded the messages which resulted in patients missing their appointments.

These challenges combined affected the healthcare platform’s overall customer satisfaction and retention rates.

Oladoc understood that to keep patients happy and loyal, they needed to work with a messaging provider that could guarantee higher SMS delivery rates. They also needed to find another way to communicate with patients who struggled with SMS messaging to provide a more relatable and personalized experience.

Solution

Upon learning about Infobip and its 40 data centers worldwide and 700+ direct connections, Oladoc was confident it found the right technology partner for its business needs.

The healthcare platform used Infobip’s communications platform to send personalized promotional messages and appointment confirmations via SMS.

They also implemented Infobip’s Voice solution to set up reminder calls for appointments for both doctors and patients 15 minutes before the appointments. This helped patients who had trouble comprehending previous SMS messages communicate with Oladoc to get the right information on time.

In addition, patients could share feedback about the appointment by calling the same number – helping doctors improve their patients’ experience over time.

Result

Using Infobip’s platform to send SMS messages and enable Voice calls showed significant results for Oladoc.

The healthcare platform’s SMS delivery rate increased from approximately 80% to 90%, which led to a 10% increase in appointment show-up rates, 25% reduction in cost, and a 5% increase in revenue.

After experiencing a surge in customer satisfaction and positive business results, Oladoc is looking to add more communication channels to the mix in the future.

Challenge

When the global pandemic hit, Flamingo’s call center experienced an increase in customer queries and found it difficult to maintain the same level of customer satisfaction and service quality as before.

On a regular day, Flamingo had 12 to 15 agents handling incoming calls from customers. Before and during the pandemic, Flamingo’s agents felt overwhelmed for a few reasons:

All of these challenges combined resulted in negative customer feedback due to bad response time. Customers wanted to get information in real time and with less effort.

Flamingo’s key goal to adapt to a now digital world was to move from serving customers over Voice calls only to providing support over chat channels as well. The expected outcome was to reduce hold times and call center costs connected with expensive voice calls.

The Colombian retailer needed a solution that would help them provide faster real-time customer service and automate processes.

Solution

To begin its contact center digital transformation, Flamingo wanted to focus on its financial services customers. The retailer knew these customers preferred chatting with brands on WhatsApp and wanted to introduce this as a new customer service channel.

Flamingo was looking for a solution that would give agents a 360-degree view of clients and had natively integrated chat channels, such as WhatsApp.

With Infobip’s cloud contact center, Conversations, Flamingo agents received a single view solution that gave them access to ongoing conversations and complete chat history, along with customer details – such as purchase history.

The Colombian retailer was up and running with the solution in less than a week, and was confident it found a reliable, certified provider.

Flamingo’s first step was to offload simple queries from agents. To do this, the retailer set up a WhatsApp keyword chatbot that provides instant responses to queries pertaining to financial services and payment arrangements.

In cases where a customer can’t find the answers they’re looking for when chatting with the chatbot, they get redirected to a live agent for further assistance.

Now, Flamingo customers experience a smooth, automated level of service when they contact the company’s WhatsApp chatbot to:

Most importantly, customers can complete their purchase directly through chat using payment links or links to Flamingo’s eCommerce site – letting agents focus on more complex queries.

Result

Since implementing Infobip’s contact center solution, Conversations, Flamingo was able to meet new customer demand. Since the pandemic shifted customers’ preferred way to communicate, more queries were sent online, leading Flamingo to re-employ brick and mortar employees as remote agents – growing its contact center from 8 agents to 28 agents.

A few weeks after moving its contact center to the cloud, introducing new chat channels, implementing a WhatsApp chatbot, and giving agents a single interface to access all relevant data, Flamingo saw significant results:

Additionally, sales completed through Conversations resulted in up to 2% of total sales nationwide.

Overall, Flamingo’s contact center experienced:

Now, Flamingo customers leave positive reviews pertaining to the company’s fast and convenient customer service – and Flamingo agents are happy they have a user-friendly and easy-to-onboard solution.

Challenge

Coronavirus brought about a unique challenge and opportunity for MrSpeedy Malaysia – one of the most technologically advanced players in same-day delivery service.

The Malaysian government implemented a Movement Control Order (MCO) resulting in essential services, including takeaways, utilities, and groceries relying on same-day deliveries. This resulted in MrSpeedy witnessing the demand for their services growing by 10-fold overnight.

The sudden increase in demand posed a huge business opportunity, and at the same time, a challenge. During the pandemic and MCO, MrSpeedy saw orders from the food and beverage industry grow from 40% to 70%, and an increased surge in orders for basic essentials such as groceries, everyday supplies, basic utilities, and more.

Understanding the challenges faced by other businesses during the situation, MrSpeedy decided to provide a helping hand by offering a price drop promotion – guaranteeing the lowest same-day delivery charges in the market.

With a limited headcount and new rules for drivers having to wear masks, gloves and being sanitized, MrSpeedy had to rise to the challenge to provide reliable service and always-on customer support while working remotely.

They needed a communication solution that enabled them to provide speedy, reliable and uninterrupted service during these uncertain times.

Solution

MrSpeedy was already using Infobip’s SMS solution since June 2019. With a smartphone penetration rate of 59%, SMS remained one of the most important customer service channels for MrSpeedy.

The SMS API solution helped them provide timely verification, account activation, tracking statuses, order confirmations, and delivery notifications to their clients, drivers and, end customers.

Since around the clock support became imperative during this period, MrSpeedy also added Voice to their communication mix to attend enquiries from drivers and customers in real-time.

This enabled MrSpeedy to:

In addition to this what worked in Infobip’s favor was a dedicated customer success manager who not only understood MrSpeedy’s challenge, but provided a timely solution with a reliable support team.

Result

During these challenging times, through Infobip – MrSpeedy managed to meet the increase in demand and provide always-on assistance for every delivery.

By implementing Infobip’s SMS solution, MrSpeedy’s message delivery rates increased , while the Voice solution empowered employees to work efficiently – even when working from home.

This resulted in a cost reduction of 50%.

The success during the pandemic has not only strengthened the relationship, but has made Infobip their preferred partner as they continue to expand their business in the region.

Challenge

Ninja Van – South East Asia’s leading last-mile logistics company promises hassle-free delivery. Trusted by over 600,000 companies and brands, Ninja Van makes delivery convenient and easier for both the shipper and their recipients.

However, one of the main issues many customers deal with is the lack of transparency in the parcel delivery process. And when you’re dealing with customers across Singapore, Malaysia, Philippines, Indonesia, Thailand and Vietnam – navigating the delivery landscape can be complex.

Besides each country having their own communication regulations and requirements, they also come with different messaging price points.

So, Ninja Van had to combat the challenge of:

Solution

When it comes to real-time notifications – SMS is a powerful channel in the South East Asian Market.

Infobip enabled Ninja Van to combat the issues of transparency in the delivery process, cross-regional reliability and cost with their SMS solution.

SMS over Infobip’s platform equipped Ninja Van with both application-to-person (A2P), and interactive text messages. While SMS may not be as popular as chat apps for personal conversations, when it comes to the logistics industry it ensures messages are always delivered even when customers do not have smartphones or data, representing reliability and consistency.

Though Ninja Van worked with other providers in the past, the key factors in favor of Infobip’s SMS and A2P messaging solution was:

Along with that, an easy to implement API and always-on customer support strengthened the relationship between Ninja Van and Infobip.

Results

Ninja Van experienced increased customer and recipient satisfaction due to high quality service, reliability, security, and price transparency.

This resulted in:

From sending a simple OTP to unlock parcels from their digital locker, to driver information, and rescheduling notifications – Ninja Van successfully kept their parcel recipients informed. And for the retailers or shippers – they were able to keep them updated with links to download delivery reports, driver notifications, and parcel delivery notifications.

Thereby, accomplishing the mission to provide real-time communication and build trust with customers and stakeholders.

After the successful implementation of SMS, Ninja Van is now exploring two-way communication solutions such as live chat and chatbots with Infobip.

Challenge

Wefarm launched in 2015, with the vision of creating a platform that will connect small-scale farmers with the people and resources they need to be successful.

Most farmers had mobile phones, but few had reliable mobile internet access, so Wefarm relied on SMS instead. Wefarm members increased their knowledge by text message – asking questions and getting answers from fellow members. Farming communities previously separated by geographical distance were now connected by technology.

Wefarm’s next steps were to expand to other regions and needed a reliable global messaging provider.

Solution

Wefarm chose Infobip’s two-way SMS for its longstanding track record of fast and reliable delivery at scale. Infobip has direct connections to over 700+ mobile network operators, is compliant with all local telecom regulations, and provides 24/7 customer service.

Now, farmers can text a Wefarm number in their country and register using their name. They can then ask questions, get answers, share knowledge, and access farming inputs in one of four languages, simply by texting their local number.

Result

6 million+ questions and 12m+ answers have been shared on Wefarm using two-way SMS – scaling and sharing the knowledge of millions of farmers.

97% retention rates reflect Wefarm’s achievement in creating a platform that’s relevant to local farmers, letting them define their own needs and get solutions from fellow farmers near and far.

From 2015 to 2020, 2.1 million+ farmers joined Wefarm, 6.1+ million questions were asked over the platform, and 12.2+ million unique answers to questions were shared.

Challenge

Insurance policy renewals were long and costly for Tokio Marine. Up to 20 of the insurer’s internal departments messaged customers directly because their databases were not unified.

Tokio Marine also relied on third-party messaging providers, and these two factors combined to create four challenges for the business:

Tokio Marine sought to resolve these by partnering with external solution providers.

Solution

Through Infobip, Tokio Marine’s IT and Development team received a customized solution that was secure, comprehensive, user-friendly, and well supported.

The leading insurance company used the solution daily to send customers SMS messages about policy updates, renewals, and promotions.

The solution has helped the company:

Result

Working with Infobip and using SMS to stay connected with customers has led to significant results in terms of productivity, efficiency, and speed:

Infobip helped increase conversion rates by complementing the insurer’s existing tools to support customer behavior via Voice, Email, 2-Way SMS, and more.

Tokio Marine’s future plans are to further enhance its contact center with voice recognition chatbots.

Challenge

King Power Click (KPC) was looking for a way to improve their communication with customers. Their main goal was to streamline the overall online shopping experience – from before purchase to after delivery.

King Power Click wanted to provide customers with adequate information that would ensure they successfully received their orders. This includes notifying customers that their payment was successful all the way through to sending them alerts when their package is ready to be picked up.

In addition to optimizing the purchasing process, the company wanted to increase the number of KPC loyalty card members.

Solution

Since King Power International has worked with Infobip since 2015, King Power Click decided to use Infobip’s platform to send SMS notifications and alerts to customers.

King Power Click integrated Infobip’s platform with their CRM to set up automated messaging. By doing this, the online duty-free retailer can send timely notifications to customers that make a purchase. These messages often include:

Due to the integration, King Power Click is also able to send one-time PINs (OTPs) to customers who sign up for their loyalty card membership. This has made onboarding simpler and faster than before.

Result

By introducing SMS as a new communication channel to receive notifications, alerts, and one-time PINs, King Power Click was able to optimize processes and offer a seamless purchasing experience for customers.

As a result, customer satisfaction increased by up to 15%.

Additionally, the number of KPC loyalty card members also increased. And, with the help of local Infobip support, King Power Click is equipped to resolve any issues that may arise, fast.

Challenge

A music streaming service like Anghami has to give its Featured, Local and Rising Artists the platform exposure they need to attract and keep listeners, subscribers and advertisers tuned in. The Anghami team used email to communicate with its artists about promotional campaigns and activities. These email campaigns were time-consuming, labor-intensive, and inefficient for measuring and tracking events such as:

Anghami prides itself on providing a personalized experience and frequently took the extra step to contact artists manually using Instagram Direct Messages about their achievements. They were ready for a reliable, unified and efficient way to communicate and engage with artists.

Solution

Anghami’s dedication to the ultimate user experience meant they were open to assessing available communication methods for performance, reliability, and ease of use. Anghami trusted Infobip because they had implemented its Voice and SMS notifications solutions three years earlier. The resulting ROI in user experience and cost improvements since then made it easy to partner with Infobip again.

Infobip proposed the WhatsApp Business API from the world’s most popular chat app. More people trust and use WhatsApp than any other communication app.

WhatsApp Business API hit the right note for Anghami because it mirrored recent engagement patterns, which had been shifting from one-sided awareness to more of a conversational nature over the past few months. In October 2019 Anghami implemented WhatsApp and started reaching out to its artists.

Result

WhatsApp measurably improved Anghami’s artist engagement and made campaigns easier to create and implement. For example:

At the end of 2019, Anghami sent each artist their individual musical milestones for the year. The team used WhatsApp’s automation features to implement and deliver personalized messages to every artist in just 16 hours! It was the first time Anghami was able to do this through a single channel. A 25% engagement rate within the first hour underlined its success with many artists sharing their Anghami milestones on social media like Instagram and Facebook.

Anghami’s results with WhatsApp have gotten considerably bigger and better in 2020:

Anghami plans to engage subscribers and other listeners next with personalized messages letting everyone know they can stream new music from their favorite artists, congratulating someone whenever a playlist they create grows popular within the Anghami community, and much more.