Challenge

One of the bank’s strategic goals was to increase digital communication activities in line with global banking trends and therefore serve and speak to customers on their preferred channels.

No stranger to mobile marketing, NLB Banka has been usingSMS to communicate with customers since 2012, through Infobip’s secure communications platform. However, considering the popularity of instant messaging platforms in Montenegro, especially Viber, NLB Banka knew that in order to increase customer engagement they needed to expand to new communication channels while maintaining information security.

A secondary goal, linked to customer engagement, was to increase the effectiveness of the sales resources in their contact center.

Solution

NLB Banka approached Infobip to take their SMS based communications to the next level and leverage the next generation of messaging via Viber, the most popular rich messaging platform in the region.

As they had been using Infobip’s database integration since 2012, NLB Banka had the foundations to empower chat apps for transactional and event-triggered messaging.

Infobip was a natural fit for their requirements: its rich feature set allowed NLB to send transactional messages to customers, such as account balances and alerts via Viber. In addition, they could also send two-way messages which helped them engage with customers directly. To ensure message delivery, Infobip also offered a failover system, which meant that messages not delivered on Viber were automatically sent via SMS.

Result

With Infobip’s database integration and web-based interface, combined with a dedicated support team, launching Viber as an official communications channel was easy and seamless for NLB Banka.

Two-way messaging was used to promote their “Arrange a Meeting” offer, creating rich two-way conversations with customers, which resulted in a 30% increase of meeting requests when compared to previous campaigns.

NLB Banka ran a campaign promoting special offers for customers who paid with an NLB card, increasing transaction volume by 5-15%, compared to a period when offers were not promoted through messaging campaigns.

Since implementing the Infobip’s solution for Viber messaging, NLB’s sales of certain products have increased by 5 to 15%. Moving forward, the bank plans to expand its use of Infobip’s solutions in campaigns involving push notifications and other channels to improve trial and adoption of digital banking services.

Opening a new communication channel had a positive effect on NLB Banka’s contact center. Following deployment, the number of customer-initiated conversations doubled, even tripled on some occasions, generating quality leads and conversions. Infobip’s solution made Viber an alternative channel for customers to use, quickly and easily, to apply for NLB services or purchase products.

The quality of the solution was confirmed when they only received two complaints out of four million sent messages, and those complaints were caused by external factors.

NLB was extremely satisfied with the cooperation and support provided by Infobip, specifically our response time which was 50% better than their previous solutions provider. They were also very satisfied with the implementation process, describing it as “painless”.

Challenge

A critical step in Yousign’s process is sending an SMS message with a one-time PIN (OTP) to the customer to validate their identity prior to signing a document.

Highly reliable SMS delivery for the OTPs was essential for Yousign to ensure the correct signer was reading and approving the correct document. In order to guarantee seamless SMS delivery 24/7, the company previously had four SMS providers so they could failover to another provider in the event of undelivered messages.

Solution

Infobip’s omnichannel capabilities enabled Yousign to deliver OTPs faster and more reliably to its users via SMS. With an integrated intelligent routing engine, the SMS solution explores various messaging routes to locate the quickest delivery route for every message to every signer.

The solution also features Text-to-Speech (TTS) failover, for non-mobile-first clients, to conveniently deliver OTPs through voice via a landline.

The Infobip sales team also provided valuable advice to Yousign regarding global SMS delivery strategies, as this is something they needed to have in place for future expansion to other countries.

Solution

Yousign found Infobip’s omnichannel solution to be extremely reliable, with an SMS delivery rate over 97%.

Infobip is now Yousign’s main SMS provider used to deliver this critical and sensitive information to signers.

Over the past three months, Infobip has been responsible for the delivery of more than 60% of the company’s SMS traffic. The omnichannel solution was extremely simple to use as all the platform’s features were accessible through a single API. Message status reports offered delivery insights that helped Yousign improve its services. In the case of undelivered SMS messages to landlines, the solution automatically switched to TTS, ensuring seamless delivery for customers.

Yousign plans to extend the TTS solution from landlines to mobile phones in the future to offer clients another way to verify their identity. Yousign now plans to deploy other Infobip services to enhance their services.

Challenge

Policy renewal was a lengthy and expensive process for Asia Insurance 1950 employees, clients, and intermediaries.

The process relied on staff and clients to communicate over the phone or face-to-face, and in most cases documents needed to be printed and posted. Additionally, the E-Policy process took an extended amount of time to complete when done over conventional channels.

Communication between clients, head office, and surveyors after policy activation was complicated. When Asia Insurance 1950 was notified of an accident, clients could not immediately receive information about their dedicated surveyor. This led to increased calls to the company and a lot of resources wasted trying to connect a client with a surveyor.

Asia Insurance 1950 realized it was necessary to automate their processes to serve customers better and faster, and in return save resources, time, and money. Meanwhile, customer privacy was also a concern when considering the option to provide digital services.

Solution

Integrating Infobip’s LINE Notification Service and SMS channels with their CRM helped Asia Insurance 1950 automate tedious, time-consuming tasks and messaging campaigns.

Asia Insurance 1950 was able to undergo a digital transformation by automating its policy renewal process from start to finish.

When a client’s policy expiry date is approaching, an automated LINE message is sent to the client reminding them to renew their policy. The client can now directly click on the link in the message to begin their policy renewal and online payment process.

Asia Insurance 1950 uses automated SMS messages to connect surveyors with clients and to notify related parties involved in the process.

Automated SMS messages are also used to deliver one-time PINs (OTPs) to confirm the client’s identity since the entire renewal process is now done online. This also helps maintain security throughout the process, protecting the client’s personal information.

In addition to providing customer support through these channels, LINE notifications are also used for various marketing campaigns. These campaigns involve sending special offers to users who subscribed to a policy within a specific period or sending special offers during festive seasons.

Result

Automating Asia Insurance 1950’s communication has directly optimized their processes and resource management.

The traditional way of completing the policy renewal process used to last approximately two weeks. Now, this process lasts approximately five days.

By sending triggered Line messages to clients, Asia Insurance 1950 was able to reduce costs by 83% and back-office workload by 60%.

As a result, communication between Asia Insurance 1950’s clients, surveyors, and intermediaries has been streamlined and security has been enhanced.

Challenge

dahmakan was mainly using email and push notifications to communicate with their customers about order confirmations, delivery updates, and promotions.

SMS was a secondary communication channel as it was expensive through their previous service provider.

However, they noticed that SMS had a better conversion rate for certain types of messages in the local market due to high delivery rates and the customer’s ability to easily save and refer to messages.

Solution

dahmakan wanted to leverage the popularity of SMS for daily customer communications. When they consulted with Infobip, they ran an experiment to test their theory. They used all three channels (Push, Email, and SMS) in a promotional campaign and the results showed that SMS had the highest conversion rate.

dahmakan used Infobip’s API to make SMS their predominant channel for daily communication at local rates, which reduced their costs by 30%.

Infobip could also provide dahmakan with quality support and a quicker response time, due to local offices and regional expertise. With a dedicated Customer Success Manager, dahmakan was supported through the move between providers as well as implementing new growth strategies.

Solution

dahmakan has seen their conversion rate double with SMS for promotional campaigns.

dahmakan’s promotional messages are linked to customer loyalty and include:

They have been able to ramp up the use of SMS as a communication channel because of the better rates that Infobip can provide, which is 30% less than what they were paying.

Introducing SMS has had a positive impact on customer experience too. Customers can receive notifications without having the app installed and it is easier for them to store and access SMS promo codes compared to push notifications.

dahmakan now also uses SMS to inform their delivery staff about canceled orders and Cash on Delivery (CoD) so that drivers know exactly how much they have to bring back at the end of a shift.

dahmakan believes that SMS will help them provide a better service to their customers as they continue to expand in Kuala Lumpur and Thailand.

Challenge

As part of Kakao’s registration process, new users are required to verify their identity using two-factor authentication (2FA). Initially, Kakao used a domestic SMS provider to deliver one-time PINs (OTPs). Their new customers were experiencing delayed PIN deliveries, or even completely unsuccessful ones.

The OTP delivery issues negatively impacted Kakao’s new customers due to many cases of poor connection and frequent technical issue. The company then decided to find a reliable global SMS provider – one that could also provide real-time delivery reporting to ensure continuous quality of service.

Solution

Offering guaranteed global coverage and high-quality messages, Infobip was brought onboard by Kakao to improve their OTP delivery rates with our 2FA solution.

In addition to easily integrating the API with Kakao’s existing platform, the company was now able to benefit from Infobip’s in-house developed and maintained intelligent routing. Intelligent routing provided them with the ability to quickly react to low delivery rates and adapt by searching for alternative, higher quality routes to achieve high delivery rates.

An integral part of Infobip’s solution is the 24/7 support system and local presence in Korea that ensures Kakao receives dedicated service for troubleshooting purposes and technical training.

Result

Kakao experienced an improved quality of service almost instantly after implementation. The delivery time of its OTPs decreased from four hours to just 10 minutes during the onboarding process.

This has resulted in a high conversion rate of more than 90% and far greater recorded levels of customer satisfaction.

Infobip’s 2FA SMS solution has enabled Kakao to overcome its main pain points of message quality and support, by successfully delivering high-quality messages and providing a dedicated support network. Following the successful implementation of SMS OTP delivery, Kakao decided to use SMS to deliver other various transactional messages and important notifications to their user base.

Challenge

The LEAP Summit team needed to help attendees navigate the summit’s five stages and 90 speaking events. To do this, they needed to reach participants from 115 countries on their mobile phones, quickly and reliably. It was challenging to keep attendees informed of event schedule updates, including time or speaker changes, or give them an opportunity to explore the event program in depth. This placed strain on event staff, who were overloaded with providing basic event information.

Part of the challenge was that attendee engagement over the official app had dropped off over the years. Since no reminders were sent outside of the app, event-goers would miss invitations to workshops, parties, and awards ceremonies.

LEAP needed a communication channel that was familiar and actively used by the students and young professionals who attend the Summit so that notifications about event start times and other important details would be delivered and read.

Solution

Infobip provided LEAP Summit with a flexible and secure communications solution that helped them directly engage attendees using Viber and SMS.

LEAP Summit attendees could now receive all information about the summit ahead of time, directly on their mobile devices. To receive notifications over Viber or SMS, event attendees would simply opt-in during summit registration and choose their preferred communication channels. When Viber users weren’t connected to the internet, messages would still reach them over SMS failover.

With an out-of-the-box solution like Infobip’s, the LEAP Summit team was able to use the solution immediately with no training required. Infobip’s intuitive web-based interface enabled the team to quickly and easily build scheduled campaigns and provide crucial event information.

Attendees would receive a welcome message on the first day of the event, followed by announcements and endorsements from the summit partner, Bolt.

The LEAP Summit team can also receive actionable insights and analytics to monitor campaign engagement in real time. Thanks to detailed reporting, the LEAP Summit team could easily track campaign engagement, delivery rates, and even message seen statuses. The option to schedule campaigns in advance also helped with managing the teams, as well as attendee engagement.

Result

After implementing Infobip’s solution, LEAP Summit is now able to directly communicate with visitors.

Infobip’s solution helps LEAP automatically segment attendee data, which simplifies identifying which channels are available to use for communication. In addition to this, failover with SMS guarantees that messages get delivered to attendees without internet access. All this helps the event organizational team maintain focus on building engaging event communication.

Campaigns can be managed quickly and efficiently, producing better results and higher levels of engagement.

This year, more than a quarter of attendees (27%) opened the agendas shared over Viber and SMS, compared to previous years when agendas were shared only by email.

This resulted in nearly 50% fewer questions directed at staff during the event, freeing up volunteers and team members to focus on improving the event experience for everyone.

Challenge

RBA was spending significant funds and resources on customer calls. The bank’s customer contact centers were using toll-free numbers – and while these are free for inbound customer calls, they incurred considerable costs for RBA. Workloads for the bank’s contact center agents were heavy, owing to the significant amount of time an agent spent with a caller. This resulted in long waiting times for customers calling the toll-free number.

At the same time, the bank also recognized that their clients wanted to use different channels of direct engagement to avoid calling queues. Although Viber and Telegram were added as channels to the bank’s contact center to improve the customer experience, the bank wanted to integrate one of the most popular chat app into the platform: WhatsApp. For this, they needed a WhatsApp Business API solution provider.

Solution

RBA recognized Infobip as a partner that had the expertise to integrate WhatsApp Business Platform within the current contact center communications suite. Adding WhatsApp provided them with an instant, reliable, and secure channel that customers actively used. 

This enabled the sending of transactional messages and time-sensitive notifications in a quick, convenient, and reliable way, while also allowing bank customers to communicate directly with RBA. The channel costs a fraction of the price of outbound toll-free numbers and was fast and simple to integrate.

Result

RBA noticed a positive impact after just one month, and received affirmative feedback from both customers and call center agents. The bank also observed lower contact center costs, since clients were choosing WhatsApp over the toll-free number – which proved to be 10 times more cost-effective. 

After a successful first month using the channel, RBA fully integrated WhatsApp. This resulted in a 19% boost in their net promoter score (NPS) across all chat apps, clearly increasing the overall customer experience.

RBA has also observed that WhatsApp is four to five times more popular than other instant communications channels amongst its customers.

With the capacity for people to submit questions and receive answers in real time, WhatsApp has also helped RBA improve relations with potential clients and assist in the onboarding process.

Looking to the future, RBA plans on working with Infobip to introduce a WhatsApp chatbot; that will help with FAQs as well as qualify customers who require additional support from a contact center agent.

Challenge

For the successful launch of its financing app, Leanpay needed to quickly establish a large user base that was engaged and primed to explore their services.

As a part of Leanpay’s go-to-market strategy, they knew they had to focus on the onboarding process to ensure they made a lasting first impression on customers that encouraged positive reviews and referrals.

The first step for customers during the onboarding process is downloading the Leanpay app and registering for an account, from which they can then manage and authorize transactions.

Leanpay’s goal was to make creating an account for transactions hassle-free and, above all, secure.

Solution

To ensure onboarding is simple and secure for customers, Leanpay decided to introduce Infobip’s two-factor authentication (2FA) solution.

While Leanpay continued to produce their own one-time PINS (OTPs), Infobip’s 2FA solution helped them manage the delivery of these PINs via SMS for customers to confirm their accounts.

Through 2FA, when registering on the app, a customer’s mobile phone number becomes their username. This allows Leanpay to verify users with both their online password and mobile phone, in addition to providing an extra layer of security with a one-time PIN.

Once the customer is registered, 2FA also plays a crucial role in the loan process in order to verify identity and confirm transactions.

The advantage of using a mobile phone for 2FA is that Leanpay app users can receive their verification PIN at any time, from a device that only they have access to – making transaction information easily available while upholding security.

Result

Two-factor authentication has underpinned a successful onboarding process that is both simple and safe, and Infobip’s global messaging platform has ensured a scalable solution for consistent customer experience as the userbase continues to grow.

Leanpay is exploring the option of adding more communication channels through Infobip in the future to make the onboarding experience even easier.

Challenge

Over the years, Club Comex has used SMS messaging campaigns to deliver offers and information directly to its members. One of the main objectives of these campaigns was to drive traffic to their website via hyperlinks. However, they found that the SMS experience was not optimized to encourage a high rate of click-throughs, which typically sat at only 2-3%.

Operating in the paint and coatings industry, they felt their communications should be vibrant and enriched with images and videos for customers to fully understand their value proposition. While SMS messaging remains the fastest and most universal means of reaching a company’s customer base, they were looking for a more illustrative messaging channel.

They wanted a campaign that offered new options for communicating in a more visually impactful way.

Solution

Club Comex wanted to incorporate the flexibility and functionality of over-the-top (OTT) chat apps into its messaging campaigns while retaining the reliability and reach of SMS. The company saw RCS as an opportunity to explore a range of branded, rich and interactive mobile experiences that could be delivered straight to the default Android messaging app via the RCS mobile messaging platform.

Club Comex ran two campaigns featuring RCS with expert consultancy from Infobip about best practices in engagement.

The first campaign, “Regalon Regalitro”, aimed to generate direct sales by giving a liter of paint per gallon purchased. The campaign launched country-wide over a three-day period. This was similar to a campaign they ran over SMS one year prior, but this time RCS enabled the use of rich branded content and images. These features ensured higher engagement while also offering testing flexibility and the ability to track and analyze RCS results in real-time over Infobip’s platform.

The second campaign was focused on spreading the content from “Sensaciones” – the only interior design magazine in Mexico. The objective was to bring inspiration through tips and images so that people would like to refresh their spaces with new colors.

Information was shared with Club Comex members on how to improve and refresh home design, accompanied by images, video, audio, and web links to elevate the user experience. The company sent messages featuring articles and stories from the magazine to entice engagement.

Result

When delivered via RCS, the first, sales-focused campaign resulted in a revenue increase of 115% over the previous year’s SMS communication. Additionally, click-throughs jumped to 7.9% from less than 3%.

Their second customer-nurturing campaign using the magazine imagery resulted in a click-through rate of 20.6% – approximately ten times more than the campaign average with SMS.

With demonstrated success in increasing both revenue and engagement rates, Club Comex continues to deliver more visually appealing and interactive native mobile messaging campaigns to their members via RCS Business Messaging.

Challenge

Senati’s primary goal, at the beginning of a student’s journey, is to guide them through the application process. The marketing team is responsible for making sure that all available spaces are filled at the time of online enrollment.

The institute communicates application deadlines, exam registrations, and exam results through email. Most of these notifications are time-sensitive and require students to respond by a certain deadline.

However, since a significant number of Senati’s applicants come from lower-income households, many don’t have access to the internet, or their email, on a regular basis to receive or respond to time-sensitive information. This made it challenging for Senati to communicate the value and benefits of the institute to their target audience.

Solution

Senati decided to implement a new communication channel which majority of their applicants had access to – SMS.

Recent research shows that while not everyone has a smartphone with internet access, 5 billion people in the world (about 65% of the current population) can send and receive SMS messages. This number is expected to grow to 6 billion (about 78% of the current population)by the year 2025.

For this reason, Senati decided to create a comprehensive customer journey via SMS messaging to ensure important enrollment information is still accessible to students with little or no internet access. This was also introduced as a new channel to those who have regular access to internet, however, prefer to communicate via text message rather than email.

Using Infobip’s two-way SMS solution, Senati now enables applicants to:

Now, Senati can also communicate their value proposition along with new initiatives to keep potential students updated and motivated to enroll in their programs.

Result

A total of 800 students enrolled as a direct result, and for every S/.1 (Peruvian sol) invested in the campaign, Senati saw a return of S/.5 in enrollment and tuition fees – a 400% ROI.

Plans are now in place for Senati to work with Infobip on the build of a complete omnichannel communication system that includes Infobip’s email and voice services. This way, applicants have the option to receive messages on the channel that suits their preferences most. Senati aims to continue enhancing the enrollment process with relevant, contextual communication channels.