Challenge

Although the Volpy app has one million registered users, only 130,000 used the platform every month.

The company found it challenging to get users to engage with the app and use it for its main purpose – to buy, sell, exchange, or recycle their smartphones.

Volpy’s main goal was to bring users back to the platform more frequently and to re-engage those who signed up but stopped using the app.

They wanted to achieve this by providing them with updates, incentives, and other reasons to come back to the platform over another channel, thereby increasing overall platform engagement.

Solution

After assessing Volpy’s needs, we helped them choose the best strategy for user communications – a simple SMS start-up campaign to contact dormant users.

SMS was recommended for its ubiquity and reliability. The channel also doesn’t require any additional app downloads and smartphone users are more inclined to open and respond to SMS messages. In fact, recent research shows that SMS messages have a 98% open rate. The channel is also ideal for reaching a large audience and encouraging engagement with as many users as possible – active or inactive.

Volpy could rely on Infobip’s reach and coverage to ensure their messages were delivered regardless of which operator users were subscribed to. With over 10,000 messages delivered every second, the platform was powerful enough to support all of Volpy’s messaging needs – such as sending alerts and notifications. The platform’s built-in global compliance engine ensured that Volpy was up to date with all regulatory requirements and could simply rely on our platform to get the results they strived for.

Volpy’s first campaign after implementing our SMS solution comprised of sending an SMS message to users who had not been active for five days, offering incentives to buy or sell their smartphones via the platform.

Result

Volpy began to see results immediately after their first SMS campaign. There was a 30% increase in the number of active users after a month’s time.

Volpy is now exploring additional campaigns and ways to use SMS to further re-engage dormant users. The company is also considering other channels through Infobip to develop an omnichannel approach for communicating with its users.

Infobip’s worldwide presence in over 190 countries and coverage with more than 700 operators has reassured Volpy that their planned expansion into the broader European market is possible.

Challenge

In order to improve production, finance, and marketing activities, farmers need to have access to timely, relevant, and accurate information about best farming practices. Welthungerhilfe is tackling this problem by introducing a variety of modern channels to communicate with their audience. In addition to workshops and continuous on-site education, the organization is utilizing mobile apps such as Kurima Mari and Agrishare, WhatsApp messages, and even podcasts to advise farmers.

However, in Zimbabwe, only 55% of the population has Internet access, and only 50% have smartphones, and these stats are even less in the more rural areas. Since Welthungerhilfe’s goal is to reach all farmers, and not just the ones who are online, it was necessary to find another way to communicate.

Welthungerhilfe is working to address this situation.

Solution

Their solution proved to be the simplest, most ubiquitous channel: SMS. As a technology, SMS has many advantages: it is universally accepted on all mobile phones, has high open rates, is delivered instantly, and offers a good return on investment (ROI). SMS as a medium is also highly effective as a succinct, focused way to communicate important information.

In 2016, Welthungerhilfe began sending messages through the Infobip platform via our user-friendly campaign creation tool. Welthungerhilfe enlisted Infobip as a messaging provider because of the reliability of service and cost, as well as advanced features such as the ability to monitor and analyze campaigns.

Over the last two years, Welhungerhilfe sent a total of 850,000 messages to 20,000 farmers in Zimbabwe. They created two types of notifications to keep farmers informed:

Welthungerhilfe also uses the Infobip communication platform as a means to get instant feedback from farmers who have questions about the messages they receive. This two-way communication channel has provided farmers with an agricultural extension program, used to educate and deliver much-needed information in the region. The platform is currently being administrated by Welthungerhilfe and the Ministry of Agriculture which enables the long-term sustainability of such an approach.

Result

Research conducted by Welthungerhilfe reveals the following messages were particularly effective in reaching their target farmers:

In 2008, a significant outbreak of cholera affected more than 100,000 people in Zimbabwe, and while the situation has since improved, outbreaks are still common. The MELANA, EXTRA and ABC projects led by Welthungerhilfe play an essential role in minimizing these outbreaks: when cholera starts to spread in districts, the organization sends a text alert to farmers.

Instead of informing the farmers one village at a time, which would take significant time and resources, SMS enables Welthungerhilfe to spread the message to a wide group instantly. Farmers can recognize symptoms easily, alert the rest of their community, and seek medical attention fast, if affected.

Farmers expressed high approval of the messaging project, noting that Welthungerhilfe’s texts helped them learn new things. For example, prior to these messages, they were not aware of how cholera originates and spreads.

Other messages farmers appreciated include:

Thanks to messages sent by Welthungerhilfe, farmers have learned how to prepare for the coming agricultural season, become food-secure, and preserve their health – as they build their resilience and work their way to complete self-sufficiency.

Challenge

Citrus, a well-known Ukrainian electronics retailer, is focused on developing strong customer relationships and rewarding loyal customers. Besides 51 physical stores and a robust eCommerce web site, customers can also shop using the Citrus mobile app.Citrus regularly and successfully engages with their customers using mobile app (or push) messages to promote new products and announce items on sale. With over 500,000 active customers on their mobile app, Citrus realized the potential of this direct and real-time communication channel.

Citrus wanted to bridge the worlds of online and offline retail by attracting customers into their stores in order to build better customer relationships and increase footfall in-store.

Solution

In honor of their 18th anniversary, Citrus wanted to hold a special promotion in 10 of their stores in Kyiv. They used the milestone to invite their loyal customers to celebrate with them and take advantage of special discounts available only in-store.

By using the geo-fencing feature within Infobip’s Mobile App Messaging solution, Citrus was able to send location-based push notifications precisely targeting certain customers. To generate interest and awareness, Citrus sent invitations to 2,600 customers in Kyiv announcing their anniversary campaign. On the day of the event, they implemented a campaign targeting only those customers who were near a store, inviting them to join the celebration and receive a 30% discount.

Using Infobip’s web interface, the Citrus marketing team created a campaign starting with the announcement of the anniversary celebration to relevant customers.

One week later, they created a geo-fencing campaign targeting users within 200 meters (219 yards) of 10 stores in Kyiv with only a few clicks using Infobip’s Flow.

How was it done?

Result

Citrus had 76,000 mobile app users with the geo-location option enabled.*

During this promotion:

As in their regular communications with mobile app users, Citrus tailored a simple, personalized message showing clear value for customers. This approach along with the features and simple implementation of Infobip’s communication platform increased in-store traffic and resulted in a significant boost in sales. *The main prerequisite for a user to receive push or mobile app notifications is a data connection, and in order to receive geo-targeted push notifications app users must also have geo-location enabled.

Challenge

In order to encourage customers to adopt digital channels, to reduce branch visit workloads, and increase efficiency, HF Group needed to migrate customers to online banking channels.

Customers needed to be instantly notified of any account changes and banking activities, transactions and alerts. HF Group also wanted to offer digital sales such as loan applications and other banking products via mobile channels.

HF Group found that they were losing some business opportunities as not all customers had access to a smartphone or a sufficient data connection.

Security is a constant worry for those in the mobile banking app space. The group wanted to increase the security for mobile app users to prevent fraud.

Solution

Infobip’s solution covered all of HF Group’s messaging needs and offered a highly flexible and secure communications gateway to engage and notify customers.

Once implemented, HF Group deployed SMS messaging to notify customers about any account activities and transaction alerts, in real-time.

Security for customers was increased by introducing One-Time PINs (OTPs). An OTP SMS delivery was integrated to allow new customers to access the app for the first time. This added an additional security layer to the platform, ensuring customer data was kept safe.

Customers were given the ability to apply for loans via easy-to-use USSD codes, even without a smartphone. With complete integration into back-end banking systems loans could be auto-approved and customers notified.

HF Group’ welcomed Infobip’s strategic partnership that could offer consultancy on business communications strategy, intelligence, and channel optimization, to ensure that the platform evolved with the business and customer preferences.

Result

Infobip provided HF Group with advice and consultancy every step of the way, so the digitalization and communication strategies have been extremely successful so far, and the Group’s mobile app is currently the leading banking app in Kenya.

During 2018, more than 320,000 OTPs were delivered via SMS to enable access to the HF Group’s app within just seven weeks, allowing them to increase their retail customer base by 300% with convenient and secure authentication, in turn, decreasing the number of fraudulent attempts on customer accounts.

USSD has become the preferred channel of choice for customers to apply for loans, with more than 60,000 applications within three months of launch.

Overall, HF Group was extremely pleased with the implementation process, which took just six weeks from the go-ahead to go-to-market.

Encouraged by this success, the Bank now plans to extend its USSD channel offering to other banking products and services, such as chatbot, SMS-bot and in-App messaging. In order to digitalize further, HF Group also plans to deploy channels such as 2-way SMS and chat apps like Viber, to engage and get closer to customers, and to differentiate the HF Group offering from competitors in the market.

Challenge

Although Nickel already had SMS and two-factor authentication in place, they wanted to optimize costs, streamline the onboarding process (account signup) and efficiently communicate with their customers.

Since all of Nickel’s customers use mobile phones, the company decided to streamline onboarding through the use of two-factor authentication in the form of one-time PINs. As customers were performing sensitive financial transactions on the Nickel platform, the service had to be extremely reliable.

SMS communications presented the ideal way to inform clients about account usage (payment notifications), as SMS messages are extremely reliable and can even be used by consumers without internet access.

Nickel was seeking a single partner that could provide a solution for easier account activation, as well as help them keep their customers informed about their account activity while optimizing costs.

Solution

Nickel chose Infobip as its partner since they offered a tailor-made sales approach and a dedicated account team for 24/7 support.

Global 2FA SMS authentication (with Voice as a failover) was implemented to make Nickel’s onboarding process faster and simpler for customers, and to add an additional security layer to authorize larger transactions. The one-time PIN delivered to clients via SMS provides Nickel with the ability to verify users using just their mobile phones and without compromising the user experience. The automatic voice failover means successful and timely delivery was assured.

SMS is also deployed to notify customers of account changes and to reliably deliver transaction alerts. This enables clients to stay up-to-date in real time, which ensures they can easily keep track of their finances and remain updated on important account activities.

By using Infobip, Nickel was able to achieve optimized costs with a single, friendly account team that was available for implementation or troubleshooting at any time.

Result

With a happy and satisfied customer base, Nickel’s outstanding performance led to its acquisition by BNP Paribas in 2017. In 2018, the company crossed the 1-million-customer mark and has reported that 30-35,000 new accounts are being opened monthly.

Nickel was very impressed with the human approach Infobip took and how well they were taken care of by their account team. Infobip’s solutions also made it possible for Nickel to save on IT operating costs year-on-year.

With a distribution network consisting of more than 4,000 locations, Nickel plans to double its client base by 2020, and is now exploring other Infobip product offerings that could help them to further boost the company’s onboarding process.

Challenge

GTBank’s customers were used to coming to the branch for all their queries and needs. In order to reduce waiting times, reduce queues and optimise in-branch resources, GTBank wanted to encourage usage of digital banking channels for most day-to-day account activities. With a variety of innovative products service offerings already on the market, including a fully-fledged digital banking offering, GTBank was confident that its customer base would appreciate the convenience of its innovative services, but encouraging them to break old habits and try the services was a challenge.

GTBank needed a comprehensive email marketing platform that would not only communicate with customers but also help them understand how customers were behaving after receiving these communications.

Solution

GTBank already had an email communication solution, but soon realized that they required a more advanced feature set that would help them better understand customer behavior. They decided to reach out to Infobip for a solution to this challenge and to help them achieve their goals and improve branch performance.

Infobip’s powerful Email communications solution allowed GTBank to create rich, personalized emails that captured their customers’ attention, while managing a simple, easy-to-use interface made it easy to create communications that were hard to ignore and drove key messages home. Implementation was smooth and seamless with Infobip’s trademark customer support.

GTBank systematically implemented a series of email campaigns to convert customers to preferred digital products. The platform’s advanced analytics capabilities allowed them to understand what worked and what didn’t so they were able to fine-tune and optimize their campaigns to improve results. Campaigns included:

Result

GTBank found Infobip’s solution-based approach very effective in addressing their pain points.

Encouraged by the tremendous success of the email campaign, GTBank now plans to take its marketing campaigns to the next level by introducing additional communications channels to increase their customer engagement. Delighted with this success, the bank is now looking to rollout Infobip’s other messaging solutions.

Challenge

RAPIDO’s call center was receiving numerous calls from customers asking for further clarification about their package delivery notifications. This had a poor impact on customer experience, as it wasted a lot of customers’ time. The calls were also time-consuming for RAPIDO employees and prevented them from having time to deal with in-depth problems that required more attention.

The reason RAPIDO’s shipping notifications were unclear was because of the limitations they had when using Cyrillic characters via SMS. Since SMS was limited to 70 characters with Unicode, they had to use abbreviations their customers couldn’t always understand.

On-demand real-time reporting was also something they lacked and needed. Before, they had to send an email for each report they wanted, which was too slow and impaired their business. It also made the process of monitoring the delivery status of messages and resolving customer complaints lengthy, because they couldn’t get details about notification status and other critical data on time.

They were looking for a new channel for better and easier customer engagement. They were also interested in the potential for an easy transition between communication channels with one communication solution provider.

Solution

Looking to improve the effectiveness of their customer communications, as well as the information flow inside of their logistics chain, RAPIDO implemented an omnichannel messaging solution.

Their primary communications channel shifted from SMS to Viber, because of Viber’s much higher character limit (1000 characters) that eliminates the need for unnecessary abbreviations. This way they can deliver a clear message when parcels are out for delivery, and the customer can understand everything easily without calling the customer support center for further clarification.

RAPIDO still keeps SMS as a fallback option. As part of the omnichannel solution, they now also have the option to send complete SMS messages (up to 160 characters) in Cyrillic letters with Infobip’s transliteration feature.

Infobip’s reporting tool enables real-time, cross-channel reporting – all in one place – with quick and easy access. It’s especially useful when RAPIDO has to investigate customer complaints, since they can check the notification delivery status at any time, and email the customers that didn’t receive the initial message.

Result

With clear messages and no unnecessary abbreviations, the quality of customer communications increased greatly. Customers were able to understand the messages properly, so their response rates improved. With easy-to-understand notifications, RAPIDO’s number of delivered packages as increased. The company aims to keep the number of delivered parcels above 95%.

The number of calls to their call center, which happened on a regular basis when customers couldn’t understand messages, also decreased by 10-15%.

Viber, as a new channel in RAPIDO’s communications portfolio, had a positive impact on brand image, reputation, customer experience, and customer satisfaction – since they were one of the earliest adopters on their market.

Real-time reporting contributed to the efficiency of internal logistics processes and increased the speed of resolving customer complaints, which had a positive effect on customer satisfaction and saved RAPIDO a lot of valuable time they can use to further grow their business.

Challenge

Würth Serbia’s marketing and sales departments often struggled with efficiently communicating promotions to customers. The process was tedious as sales representatives had to do this alone, which sometimes resulted in difficulties to reach goals, such as clearing overstock.

Further, there were situations where there was a lack of communication throughout the delivery process. Since information about the time of delivery was not communicated efficiently, customers were not able to properly organize the acceptance of products.

Würth’s sales team also had to collect outstanding balances from customers who missed their invoice payment due dates. Since sales reps had to contact each customer individually, this tedious and ineffective process led to some customers having the issue of bad debt with Würth.

As Würth’s customer base grew, they realized it would not be feasible for their sales representatives to handle these problems in this way. Würth knew that in order to deliver the customer experience they needed to remain a leading brand, it was time to implement a new means of customer communication that would streamline their current processes.

Solution

The implementation of Infobip’s omnichannel solution was done on multiple layers to quickly sell overstock items, increase successful deliveries, and automate the debt collection process.

Through the Infobip platform, these three channels were used to quickly sell overstock items in their warehouses. In order to ensure customers received these informative messages, they structured an SMS failover plan that would first send messages to specifically targeted industries through Email and Viber; if messages were not successfully delivered through Viber, the failover system would send them to customers through SMS.

Further, Würth integrated the Infobip API into their ERP system to automate SMS notifications. They sent these notifications to customers throughout the delivery process which increased the probability of the right people being at the drop off location to make for successful delivery.

Würth also used automated SMS notifications to tackle their problem of debt collection. They used a specially made algorithm to send outstanding balance reminders to customers at various steps in the process:

This helped Würth and their customers keep track of these balances, increasing the likelihood of payment.

Result

Würth saw results immediately in their first campaign. By incorporating an omnichannel solution, the company was able to scale its business. Communicating new promotions to their customers now takes minutes. With this new process, they experienced 6x faster sales – what used to be sold in 30 days is now sold in five.

Through this new implementation, Würth saw an improvement in their customer satisfaction. The process of sending outstanding payment notifications was also streamlined to provide enough time for customers to respond with payment in the appropriate time frame – decreasing the problem of bad debt. By implementing an automated and reliable way of communicating with customers, Würth’s sales and marketing teams can focus more on selling and less on administrative tasks, like arranging deliveries and debt collection.

Challenge

Though BlaBlaCar had put forth efforts to improve message delivery and network coverage problems in the past, the issue remained. Sometimes, when a driver would cancel a ride, the notification would fail to be delivered to the passenger. This resulted in upset calls to BlaBlaCar’s support team and negative user reviews.

Additionally, a large portion of their users in Russia and Ukraine had been requesting the option to communicate with BlaBlaCar through Viber. Ideally, the ridesharing company was looking for a reliable partner with global coverage and omnichannel communication capabilities, to be able to combine SMS, Viber, and any other channels their users prefer. With effective transactional notifications, the carpooling platform was looking to minimize customer complaints and significantly upgrade customer experience.

Solution

With Infobip, BlaBlaCar now uses Viber as a communication channel for its users. The ridesharing company also added SMS as a failover option to ensure that passengers receive their messages with or without internet connection.

BlaBlaCar uses Viber and SMS to deliver service notifications including booking confirmations, booking status, and last-minute ride requests to both riders and drivers. The ridesharing company also uses the two channels to enable existing users to opt-out and new users to receive one-time PINs when they register on their app.

Using Infobip’s web-based interface, BlaBlaCar’s support team can now track real-time message delivery statuses, enabling them to respond quickly if a delivery error occurs. This out-of-the box solution gives them access to high-end communication options, without having to use extensive development resources.

Result

Introducing new channels through Infobip has helped BlaBlaCar meet customer demand and increase user engagement.

Infobip’s reliable network has significantly decreased message delays and delivery errors for the ridesharing company. While the web-based interface has given BlaBlaCar’s support team access to in-depth analytics and key metrics around their messaging which resulted in reduced customer complaints, faster time to resolution, and positive customer reviews.

BlaBlaCar is also able to quickly react to developing market challenges. For example, in France, the ridesharing company used timely SMS messages to reactivate churned drivers following a big transportation strike with a high success rate.

Through Infobip, BlaBlaCar underwent an effective market expansion by introducing Viber as a new sought out communications channel. Viber messaging also resulted in positive feedback on social media from the application’s users, which, in conjunction with SMS fallback, increased the number of successful message deliveries. Infobip’s 2FA option also increased security during user registration.

Challenge

ShoeBeDo’s customers are used to getting information quickly and easily over instant messaging channels, such as Viber.

The Croatian retailer focuses on awarding loyalty to its 210,000 ShoeBeDo Club members, both in-store and online.

To remain competitive, ShoeBeDo wanted to improve engagement with on-demand shoppers through their loyalty program, as well as increase the conversion rate of campaigns targeted to its club members, using a channel their customers prefer.

Solution

ShoeBeDo decided to use Viber for Business as a new communication channel to send personalized messages that would engage customers.

To get started, an Infobip dedicated account manager helped ShoeBeDo set up their campaigns and optimize their internal and external processes by introducing campaign templates and analytics.

Then, the European retailer connected its online web form to Infobip’s web interface to automatically set up customer profiles and segments which they used to send personalized, targeted Viber messages.

Since Viber allows businesses to send rich content – including images, videos, GIFs, and more – ShoeBeDo was able to send special offers linked to their online store.

To ensure all customers received their messages, ShoeBeDo also sent promotional emails and messages on their social media channels.

Result

ShoeBeDo’s Viber campaign sent over Infobip’s web interface reached more than 70,000 shoppers, which was 46% of ShoeBeDo’s loyalty base at the time of the campaign.

Following the successful Viber campaign, ShoeBeDo’s online store saw 20 times more web visitors and four times more orders, when compared to a period when Viber campaigns were not active.

In the future, ShoeBeDo plans to add email as a failover option to their Viber messages.