Challenge

The Tickets Travel Network (TTN) had a goal to notify passengers about significant changes in their flight plans – wherever they might be.

To do this, the leading travel agency needed to implement a new communication channel that would ensure deliverability with or without internet connection, while also grabbing passengers’ attention.

Solution

Since SMS messages are read within three minutes, TTN decided to implement this channel using Infobip’s platform and global network coverage.

After moving into new markets, the travel agency started looking for ways to eliminate high expenses of sending messages to all the countries where they operate.

Along with providing direct connections to operators around the world, Infobip also offered a solution which consists of 4 types of notifications sent to passengers:

Today, all their websites are integrated with the Infobip communications platform through API, reaching their passengers in almost 90 countries, ensuring flight change notifications are delivered in time.

Result

Using SMS has helped TTN promptly notify passengers about flight changes, which has resulted in a 50% decrease in the number of calls to Customer Care Service as well as the number of passengers’ complaints.

Alongside SMS, TTN is also using Viber and Facebook Messenger to improve the relationship with their customers. These channels of communications are beneficial for non-time-critical notifications and communication because of a higher character limit (up to 1000), which allows TTN to send detailed information and also enables direct contact with their support team; all of which leads to both cost savings and communication improvement.

The additional benefit of simultaneous integration with several chat apps is that it gives TTN the ability to contact customers through their preferred channel of communication, improving customer experience.

Challenge

To begin with, E-table needed to assure their user data was private and that their identities were not being misused. They needed to prevent fake users from registering on their website with fake phone numbers and making reservations, as this was causing a lot of restaurant no-shows. Failing to address these issues can lead to major revenue losses.

Another thing that businesses like this try to implement is the automation of processes. Reservation confirmations and notifications are two main things that need to be automated. However, in some critical situations, there is need to have that extra communication flexibility and the option to contact the users or the restaurant manually.

To stay on the top of their business and offer their users the best possible experience, E-table needed new and innovative channels of communication. Regardless of the channel, they needed to ensure identity protection and seamless communication for their users.

Solution

With Infobip, E-table managed to protect their users, prevent fraud and lower the number of restaurant no-shows they had previously experienced. They were also able to add more flexibility to their business communication and to improve user experience by adding Viber as an additional communication channel.

Since phone numbers are very important for E-table’s communication, even more than emails, the first solution was implementing phone number verification, which enabled users to easily confirm their identity throughout the sign-up process. In this way, E-table overcame the problem of fake users in their database and reduced the number of bad requests for their restaurant partners.

Furthermore, Infobip provided E-table with both automated messaging and the ability to manually send notifications when there is need for immediate attention.

Last but not the least, to stay ahead of the competition, E-table found a way to engage their users and partner restaurants by providing a better experience with an additional communication channel – Viber. Except as additional way of communication with their users, they also started using it for promotion which elevated their advertising campaigns.

Result

By eliminating fake numbers in their database due to better security against fraud users, E-table managed to reduce the number of no-shows. While the rest of the industry is dealing with a 5-6% no-show rate, E-table boosted their business by decreasing no-show rate to a total of 1.75% which is 56.25% better than industry averages.

They decreased their costs because they were only sending messages to verified phone numbers, and were no longer wasting their resources on trying to service fake users.

After implementing Viber, E-table upgraded their communication experiences while still engaging with effective advertising. Viber also presented an additional channel, one users already know and love, and enhanced the quality of their messages with rich content. This wider reach allowed the company to promote their new deals to restaurant owners which led to an approximate 10% increase in sales.

Challenge

The VRL logistics Ltd’s finance department had a challenge reconciling bank statements with the automatic tolls their vehicles were automatically charged on the roads. There was no automatic reconciliation between what the bank said was paid and what was charged. For VRL Logistics Ltd, this meant that employees had to manually check bank statements against toll charges to make sure the company wasn’t being overcharged for highway tolls. The process was labor intensive and prone to mistakes.

Solution

VRL Logistics’ IT department created a custom component in their ERP system to automatically reconcile the bank statements with toll charges as they came in all enabled with SMS powered by Infobip. After the new component was implemented, every time a vehicle was automatically charged on the highway, within a few seconds VRL Logistics Ltd receives an SMS message with all the payment details. The message is triggered by Electronic Toll Collection system the moment the vehicle exits the highway. SMS message is sent via a Virtual Long Number (VLN), containing payment details, exit time, and toll name. The ERP system receives the SMS and can automatically match that payment with their bank statements.

Result

Before automating billing reconciliation, VRL Logistics Ltd needed 15 people from the finance department to manually compare bank statements with the information about when and where tolls were paid. Now with the new ERP component, bank statements and toll charges are reconciled automatically, all with data sent via SMS, which is an important improvement in their internal processes, facilitating their operations and growth.

Challenge

In Malaysia, personal identification numbers (PINs) for the newly issued debit and credit cards are usually delivered to clients in securely printed envelopes sent through regular postal services. This process is not without its challenges. Typically it will take from 2 to 7 days for the letter with PIN to reach the client who has already been given the new payment card.

While waiting for the PIN envelope to arrive, the card is in a deactivated mode, which could have a negative impact on both customer card usage and Hong Leong Bank’s card activation quota. There are also security concerns that are sometimes overlooked.

Once the envelope with the PIN is sent out, the bank may not be able to track its status effectively, and if it was delivered to the cardholder. In case the PIN mailer was not delivered, the bank would have delays in reaching the customers to suggest an alternative PIN delivery option.

Solution

Instead of printing PIN Mailers and sending them over postal services, Infobip suggested to implement PIN delivery over a secured SMS channel. It is a PIN delivery solution based on the highly secure and PCI DSS compliant flow, in which the temporary PIN numbers cannot be read or intercepted. It reduces the number of people and steps involved in the PIN generation and delivery process.

Now, instead of managing complex process of PIN delivery over postal services, SMS is being used. Considering the fact that HLB has branches in Vietnam, Hong Kong, Cambodia, Singapore, China it benefited from partnership with Infobip because it can deliver the service anywhere in the world.

Result

For Hong Leong Bank, SMS implementation had numerous advantages. HLB clients received their PIN numbers faster, due to newly implemented process that bypasses many touchpoints of standard, letter-based process, and due to the fact that an SMS is delivered much faster than an envelope. Accordingly, customers were able to activate and start using their cards right away.

Secondly, the bank obtained additional insights into the delivery flow, which it didn’t have before. It was able to track if the message was delivered or not. If the message with a PIN was not delivered, they were able to offer an alternative way of providing it.

SMS solution proved to be much more cost-effective than the earlier solution. As a result of SMS implementation, HLB project management experienced around a 30% increase in internal process efficiency, having reduced the printing and letter sending process. They also recognized that the cost of delivering PINs over SMS is around 50% less than with a traditional letter approach.

With Number Lookup, validation of the numbers is made so SMS is never sent to an invalid number. In addition, Infobip proved to be an excellent provider even in the time of high network congestion. The IB platform is able to deliver messages even during the holidays, when the MNOs infrastructure is congested. While other banks are struggling to deliver their messages, HLB clients get theirs timely. All the traffic is followed by real time reporting, that previous SMS providers of the bank could not support.

Challenge

Chocofood’s goal was to connect restaurants and customers through their platform. The process of ordering a meal started with the order made by the customer. Since there was no additional information about the order from that point on until the food was delivered, the customers were feeling frustrated and often impatient while waiting.

That situation resulted in increased number of calls to Chocofood’s call centre. Customers used to phone up and ask if they actually made an order, when the food will be delivered and similar questions. It was crucial to provide customers information about their food delivery process and verify that customers provided a valid number during the registration process.

Solution

Faced with demanding customers, the company needed to adapt their system to be able to deliver time-sensitive notifications to them. Seeing that Infobip’s user-friendly APIs made the deployment of SMS communications far easier and that the actual proposal had the optimal price to quality ratio, Chocofood picked Infobip as their global SMS provider. Firstly, Chocofood needed to ensure that customer registered to their platform with a valid number which communications could be delivered to. This was done with SMS two-factor Authentication, delivering one-time account verification PINs to the customers’ phones. After their numbers were verified and they successfully registered on the platform, it was all about sending timely and effective notifications.

Initial improvements were evident soon after SMS notification deployment, resulting in a decrease of inbound calls. Customers were now informed in a timely manner about the completion of their food order and its delivery. Likewise, the Chocofood management got a reliable, globally-present SMS partner that could support their ambitious international expansion plans.

Result

Chocofood customers started receiving a smoother experience and better service, bringing about higher customer satisfaction levels. Other benefits for Chocofood include reduced operating expenses, notably for customer service resources, contact center staff etc. Finally, Infobip’s 24/7 support proved its reputation as one of the best in the industry, assisting Chocofood staff every step of the way.

Challenge

The marketing department at Sila BG is constantly looking for new ways to reach customers and increase revenue from engagement activities. When communicating with their customer base, they tailor special offers for their products with calls to actions that are meant to drive customers to their online shop.

After such campaigns are finished, Sila BG analysts study the results carefully and work towards improving campaign ROI. In pursuit of increasing customer engagement, Sila BG is experimenting with new communication channels to align with changing communication habits of demanding, tech-savvy customers.

Solution

Looking to personalize their communication towards customers and build brand awareness, Sila BG discussed options and opportunities with Infobip, their existing SMS provider which on top of professional SMS messaging helps companies implement a range of communication channels with a view to improve customer communications and engagement. These capabilities are available as part of the Infobip’s platform – a comprehensive suite of all key communication channels such as SMS, Email, chat apps (including Viber, Messenger, and LINE), Voice and Push notifications that are brought into a single platform that offers a high-volume, two-way enterprise customer engagement solution.

After a detailed analysis, which included Viber’s growing popularity among consumers in Eastern Europe and CIS region, Sila BG decided to use Viber messaging. Viber messages can function as promotional text, with up to 1000 characters, images and buttons with call to action, allowing Sila BG to better present their offering and prompt their customers to take further action. Viber is the most popular chat app in Bulgaria meaning they could reach wide number of their customers. Additionally, Viber campaigns reinforced their reputation of an innovative company that successfully tailors its communications to customers’ changing habits and expectations, and is successful in using the latest mobile and digital communications to improve and maintain customer engagement.

Infobip’s platform provided a user-friendly, state-of-the-art web interface for the service, and helped the company organize their messaging campaigns and processes. Through the Portal, they got extensive and detailed campaign reports in real time, including the information on message delivery. If the message was not being delivered, they could easily check message error logs and take actions accordingly. This in turn helped with further optimizations and improvements.

Result

After few promotional actions over Viber the results were far better than Sila BG expected. Using Infobip, Sila BG’s Viber campaigns created and managed over the Infobip resulted with around 80% click through rates from the customers that received the message. As a result of promotion info sharing, Sila BG witnessed between 3 to 4% increase in daily unique visitors to their web site. Sila BG marketing team stated that Viber’s role in the overall success is very significant. When comparing the importance of Viber as a channel and the importance of the content, itself, marketing team stated that Viber’s contribution to success was 70%, while the content’s was only 30%.

Due to expansion plans, Sila BG is looking towards engaging with Infobip in other countries and regions. Promotional actions over Viber, performed through the robust IB platform, are expected to be a key approach driver for that initial outreach given their advantages and attractiveness among customers.

Challenge

Studio Moderna’s advanced customer experience programs rely on having robust communication options, actionable insights, transparent expenses overview, and a wide client-oriented reach.

By covering 20 destinations over multiple providers and using several different communication tools, the company found it difficult to manage the entire customer experience. This complex, multi-layered system made their jobs harder than they needed to be.

To continue being a leading omnichannel retailer, Studio Moderna wanted to unify their communications and improve their conversion rates while also reducing the costs of their campaigns.

Solution

Using Infobip’s web interface and global network, Studio Moderna was able to increase the reach and strength of their consumer engagement programs.

The Eastern European retailer was able to engage modern-day consumers with automated communications, reaching them across channels and devices, and catering to different habits over SMS, Viber, and Messenger.

Infobip’s web interface enabled the retailer to make informed decisions with deep campaign insights and reporting. As a retailer focusing on transparency at both ends of the spectrum, Studio Moderna now tracks costs per channel and creates custom charts with breakdowns per each country, month, and across all channels. Managing customer communication has boosted with automatic tracking of opt-ins and opt-outs.

Result

Using Infobip’s platform, Studio Moderna can now:

By introducing new communication channels and using easily accessible tools within Infobip’s web-based interface, the leading retailer experienced an increase in overall engagement, sales, and customer satisfaction, as well as reduced costs and churn throughout the process.

Challenge

Rappi has acquired a large customer base (of 700,000) and has placed over a million orders, all in the past year. Imagine needing something at the last minute for a party and having no way to get it in time. Imagine needing anything and it only costs an extra $1-2 to have it delivered to your door. That’s what Rappi is doing in Mexico and Colombia right now. They were a fast-growing company rapidly approaching the turning point at which startup companies either make it (cement customer loyalty, keep them interested/coming back, keep growing on solid foundations) or break it (drops in quality of service, unaddressed customer churn, customer dissatisfaction).

Rappi realised they needed a reliable, fast and simple way to reach out to their customers with a tailored approach, catering to their specific needs and making sure they got exactly what they wanted, when they wanted it.

Solution

Infobip’s communication platform is a user-friendly, simple and efficient tool to build and manage SMS campaigns. It is reliable, it is fast and can be seamlessly integrated with the company using either API or web interface.

SMS is the most widely used communications channel, supported by all mobile phones regardless of internet connection – by using SMS, Rappi ascertains that their customers receive their messages no matter how old their phones are and no matter where they currently are.

Customer segmentation is another crucial feature it offers, helping Rappi select the customers they want to target based on previous purchases, location or any parameters they have in their database they wish to use as a segmentation base for a specific campaign. For example, if a customer uses Rappi, but stops ordering, Rappi can easily filter these customers using Infobip’s solution and send an SMS to them, inviting them back. It is also useful for campagins targeting Rappi’s sponsors.

Result

Well, Rappi has definitely made it – increase in orders, increase in sales, customer loyalty and satisfaction, even targeting campaigns for their sponsors was made easier by their utilization of Infobip Portal.

However, this is all best illustrated by an example: a promotion for a chicken restaurant that was so popular it had to be shut down early. Rappi advertised a special for the restaurant chain Frisby on a Sunday. After sending 2000 SMS coupons they had 150 orders in an hour.

Think about that for a moment. SMS messages on a Sunday getting 150 orders in an hour. The sort of results (unparalleled by any other channel) that speak for themselves, right?

With the power of customer segmentation brought forth by Infobip’s solution, those messages were sent to just the people who might be hungry for some chicken on a Sunday, bringing them just what they needed.

As it turns out, it was exactly what Rappi needed, too.

Challenge

The Scoop team is striving to bring percentages of single occupancy cars down across America and are passionate about upgrading the commute for everyone. The Scoop team knew that their mobile app had to provide a communication option to engage with Scoop’s community. Text messages have to be short, so the Scoop team had to learn how to streamline answers with expanded FAQs and answers to common questions as part of the commuter engagement process.

Solution

Scoop uses Infobip’s Zendesk plugin to integrate inbound and outbound SMS right into their Zendesk workflow. SMS messages work like any other support ticket, with the only exception that SMS messages have to be shorter than emails.

Scooper trip recommendations:

To make carpooling much more efficient, Scoop recommends trips based on time and location of their riders and drivers. The support team can send automated messages to their community members with suggested carpool options. Because the Infobip SMS plugin for Zendesk enables 2-Way SMS, Scoop can start these conversations with customers directly.

Benefits of SMS support

SMS messages are read over 90% of the time (and Infobip’s platform can tell you if the messages aren’t delivered). SMS is faster than email with very low latency (Did you get my email? Now? How about now? Wait let me resend it…). For coordinating carpools time is essential. You can’t have messages come a few minutes late or people could miss rides, or drivers waiting for a person who needs to cancel a ride at the last minute. You can’t match SMS when it comes to delivery, speed or reliability.

Result

Scoop found that as soon as people could use SMS for support…they did…in droves. This presented an interesting situation. SMS-based support tickets could be handled much faster than email or phone — SMS support requests get right to the problem without embellishment — but there were so many more messages from the community that the support team found ways to streamline their processes to be more efficient and take advantage of the wealth of feedback from their users. In truth, this is a high quality problem. Engaged customers giving feedback and helping make the service better creates a two-way personal conversation for Scoop enhancing its community-centric culture.

Challenge

OTP Bank Serbia was looking for a partner to support its PIN delivery process automation and client acquisition. The solution needed to not only automate the process, but also be mobile-centric and user-friendly to seamlessly serve the demands of modern clients, and be certified in line with global banking data protection standards and certificates.

Most young people are not affluent, live on a relatively small budget and typically use cash for daily transactions which makes them fail to see the purpose of banks. Traditionally, banks offered services built around the affluent segment of clients, employed or retired people who have no issues with monthly fees for banking products and services. It’s been like that for a while. Now, banks are working hard to cater to this younger segment – and the challenge lies in getting a chance to show them the benefits of modern banking services, built around their needs.

Solution

Deployment process

The deployment of the SSMS solution and the associated hardware necessary for proper functioning first needed to be customized to suit the particular requirements of OTP Bank and the regulatory framework in Serbia, where the central bank, National Bank of Serbia, is in charge of generating card PINs for OTP Bank Serbia as well as for many other banks. A direct connection was established with the National Bank of Serbia, and all restrictions were adjusted.

2016 EXIT Festival

The tight deadlines were imposed by the bank’s intent to use SSMS for its EXIT Festival-branded prepaid cards, which gave users and festivalgoer discounts at over 400 stores, including the festival itself, and could be used well after the end of the festival.

EXIT Festival is one of Europe’s most popular summer music festivals, taking place since 2000 and in that period, it was awarded many prestigious awards cementing its place as one of the top attractions on the European festival circuit.

In 2016, the festival broke the attendance record with more 195,000 festivalgoers over the four days of the event.

Result

During the four days of EXIT Festival, OTP Bank Serbia acquired over 3,000 new clients, with less than 100 calls to the bank’s call center reporting issues with card activation. SSMS contributed to the rapid uptake of the card with its near-real time card activation capability and a trendy method very familiar to the festival’s millennial audience. The cards still remain available for sale on gas stations and tobacco shops nationwide.

Future plans

Buoyed by the success of the EXIT Festival co-branded cards, OTP Bank Serbia already replicated this successful formula with prepaid cards co-branded with Serbia’s legendary Red Star Belgrade football club, also powered by Infobip’s SSMS to automate card PIN delivery and card activation. Towards the end of the year, the same project has been successfully launched with another Serbian football icon, Partizan Belgrade.

In addition, following the successful proof of concept on the prepaid cards, OTP Bank Serbia has deployed Infobip’s SSMS solution for PIN delivery and card activation bank-wide in mid-November 2016 to a good reception by the customer base.