CHALLENGE

Rapid growth put pressure on fragmented communication

Each month, more than 40,000 leads flowed into Ibancar’s system. Their customer service team struggled to keep up, spending valuable time handling repetitive questions, searching for documents, and managing communications spread across multiple, disconnected channels. 

Without a unified customer engagement strategy, agents struggled to keep up:

In a competitive lending space, where processing speed is key, these gaps risked lost opportunities and rising costs. 

A single platform for automation, personalization, and outreach

During their search for a communications partner, Ibancar was drawn to Infobip’s strong reputation. Once the conversation began, they were equally impressed by the professionalism and responsiveness shown in addressing their needs.

Ibancar chose to partner with us to unify and automate customer communication. After launching a WhatsApp chatbot, they expanded their CX strategy with a broader range of Infobip’s solutions.  

The company adopted: 

• Checking eligibility  
• Collecting documents 
• Confirming payouts 
• Providing ongoing account support  

When human input is needed, customers are routed to agents through our cloud contact center, Conversations. And with the data being gathered through our customer data platform, agents have a line of sight of the full interaction history across all channels, giving context and ensuring a seamless customer experience. 

Our CX consultants worked closely with the Ibancar team to map journeys, train staff, and optimize the experience. With advanced analytics and journey tracking, the operations team can monitor drop-off points, channel performance, and customer satisfaction in real time. 

Scalable growth, lean operations, and faster service

Since partnering with Infobip, Ibancar has optimized support, improved visibility, and streamlined thousands of monthly interactions, without needing to scale its customer service team simultaneously. 

Around 3,000 service requests are resolved automatically on a monthly basis, while 60% of valid leads move through the funnel without agent intervention, totaling over 40,000 monthly interactions.

At present, they are planning an email migration to Infobip’s Email API platform. By implementing a seamless, omnichannel customer journey, Ibancar has a solid foundation for sustainable growth, with even greater opportunities in the pipeline. 

CHALLENGE

Engaging with customers in real-time through multiple channels to support their decision-making journey

Angel One is one of India’s largest retail broking houses in terms of active clients on the National Stock Exchange of India (NSE). As a digital-first company, Angel One provides a digital platform for users to invest in the stock market. To further support customers on their investment journey, the company aimed to enhance its communication strategy by leveraging digital channels for real-time, personalized engagement.

Being a digital-first company, Angel One wanted to upgrade its existing communication system to resolve some key challenges:

Attaining higher engagement and reach with a strategic omnichannel approach

Angle One was looking for a communications technology provider with experience in the financial services industry. After evaluating our platform capabilities in terms of flexibility, user-friendliness, and security, the company decided to partner with us to digitalize its communication process and enhance its customers’ journey. 

We helped the company implement a robust omnichannel communication strategy by integrating RCS and WhatsApp on our customer engagement platform, Moments.

Our team helped them design a flow journey on RCS and WhatsApp on Moments. Given its extensive reach, WhatsApp was a natural choice, while the growing traction of RCS in India made it an ideal channel for maximizing engagement.

The company used both channels to assist in onboarding, proactive communication, and driving higher conversion. Managing and securing data was also a key concern for Angel One, so we helped them localize their customer data by integrating with Moments. In this way, we ensured that the data remained within the country.

RCS: A game changer for Angel One

Angel One leverages RCS to streamline customer engagement. Here are some of the use cases:

Angel One also uses RCS to nurture inactive users, promote new product features, and suggest investment opportunities such as news regarding any upcoming IPO. The conversational nature of RCS enables a two-way dialogue, allowing customers to ask questions and receive immediate answers, all within the same interface. Using Moments, the company could automate most of its communication seamlessly.

Prateek adds, “We are doing most of our campaigns via Moments. The unique capabilities of Moments have helped us attain better campaign performance. We can split the audience so that we can do AB testing in a single flow. Apart from that, we can do the real-time campaigns, and personalization can be done easily using Moments.“

Angel One primarily uses WhatsApp to assist customers with onboarding. When customers sign up on the Angel One platform with their mobile number, an automated welcome message with rich media content is sent to guide them through onboarding.

“Primarily, we use WhatsApp to send out communication to our customers who have opened an account with us. When we say open an account, they have a client code generated, which we carry forward in all communications,” said Prateek Kabra.

To educate customers and help them in their investment journey, Angel One shared various online and downloadable assets via WhatsApp, such as instructions on adding funds, performing transactions, and more. Customers are also provided with personalized stock trading advice with quick action buttons.

We helped Angel One set up WhatsApp Flows to automate the customer journey and provide quick, real-time assistance. The company also implemented WhatsApp Flows for some of its campaigns, such as IPO applications for existing customers, where they can easily apply for any IPO via WhatsApp. With our AI agent, setting up WhatsApp Flows has been a seamless process.

Angel One has been using WhatsApp and RCS as a holistic combination for omnichannel success. While WhatsApp was used as a primary channel, RCS acted as a failover for many use cases, such as onboarding, nurturing, and more. The main idea behind using both communication channels was to ensure no message goes unnoticed.

10% increase in message delivery rate with RCS messaging

By adopting an omnichannel communication strategy, Angel One was able to increase its reach and create a better customer experience. RCS proved to be a very effective channel for driving higher engagement due to its real-time communication capabilities and rich media features.

Some impactful results using RCS include:

CHALLENGE

Connecting with borrowers at the right moment

For certain third-party partners, such as debt buyers or collection agencies whose compliance frameworks restrict SMS, Bfree prioritized voice calls as the primary touchpoint from day one. These calls are used not only to initiate contact but also to strategically validate whether phone numbers linked to older loans are still active, ensuring data accuracy while respecting communication boundaries. 

The IVR addresses Africa’s linguistic diversity through integrated text-to-speech technology, ensuring borrowers receive automated communications in languages they understand and trust. This multilingual capability makes the voice interaction accessible and respectful regardless of the borrower’s preferred language. 

Improved efficiency and customer engagement

Since implementing Infobip’s tools, Bfree has seen measurable improvements in operational efficiency and recovery outcomes.

Bfree proves that debt recovery can be efficient and empathetic, showing that scale and care can go hand in hand. By using advanced tools and strong operational support, Bfree is setting a new standard in modern debt recovery in Africa.

CHALLENGE

Optimizing patient experience to uphold high standards of care

Hospital Alemão Oswaldo Cruz stands as a leader in healthcare excellence. Ranked among the top five hospitals in Brazil, it is recognized for its commitment to patient care and strong partnerships, including those with the SUS program (The Support Program for the Institutional Development of the Unified Health System).

As the hospital expanded its services by opening new regional hospitals in Santos, this growth increased the complexity of patient communication and operational coordination.

As a result, they faced the following challenges:

Streamlined communication with chatbots, SMS, WhatsApp, and RCS

With full integration into the hospital’s systems and CRM, manual effort is reduced, information flows smoothly, validations occur automatically, and the patient journey is actively monitored. This has drastically improved response times and service consistency. 

The hospital is also using SMS and RCS to deliver timely updates and health-related notifications. As part of our strategic partnership with HubSpot, we developed a seamless integration that allows HubSpot users, like Hospital Alemão, to easily send WhatsApp and SMS messages directly through the CRM.

This integration empowered the hospital to coordinate multichannel campaigns, manage patient outreach more efficiently, and deliver personalized communications via their patients’ preferred channels. The integration also supports real-time communication through the Helpdesk module, allowing the hospital’s support team to track and manage patient inquiries or issues efficiently, ensuring a more personalized and responsive healthcare experience.

Reduced patient waiting time and increased productivity

Our solution helped Hospital Alemão Oswaldo Cruz transform the patient experience through more efficient and streamlined communication. The hospital’s digital platforms became widely used, with WhatsApp becoming the preferred channel due to its convenience compared to traditional call centers. Patients can now easily schedule appointments online. This has resulted in: 

CHALLENGE

Mitigating fraudulent and artificially inflated SMS traffic in real-time  

Cabify is a leading multi-mobility company with a mission to improve how people, businesses, and drivers connect safely in over 40 cities.  

Safeguarding SMS traffic with an AI and machine-learning powered solution

Cabify was already using Infobip’s SMS services for various marketing and operational needs.

“We were already working with Infobip in the marketing team, and they were happy with the service,” Jesús Díaz explained. 

Infobip Signals employs machine learning to automatically detect and block fraudulent traffic without any interventions from the business. By identifying patterns and anomalies, the solution effectively distinguishes between legitimate and bot-generated traffic and automatically blocks fraudulent traffic without any need for intervention from the business’ end. 

The zero-tap OTP autofill feature on WhatsApp, powered by our platform, further streamlined the process, eliminating the need for users to manually input OTPs on Android phones. This innovative approach improved customer satisfaction and reduced friction in the registration and login processes.   

Fraudulent message blocked effectively and increased operational efficiency

By implementing our fraud and authentication solutions, Signals and OTPs via SMS and WhatsApp, Cabify achieved significant improvements in security, customer experience, and operational efficiency. 

CHALLENGE

Streamlining customer communications and maintaining operational efficiency

Annapurna Financial Services, a leading micro-finance institution in India, plays a crucial role in promoting financial inclusion by providing essential financial services to underserved women.

To overcome these obstacles, Annapurna sought a solution that could help streamline their customer communications, increase operational efficiency, and drive business growth.

Embracing digital transformation for enhanced operations and communications

To address these challenges, Annapurna partnered with Infobip to implement a comprehensive digital transformation strategy.

Transformative shift in customer experience and operational efficiency

By partnering with us, Annapurna Fianance has enhanced its operations while continuously bridging the digital divide with Infobip’s product:

Through our partnership, Annapurna Finance has enhanced customer interactions while ensuring compliance. This transformation underscores the critical role of digital solutions in making financial services more accessible, transparent, and efficient. 

CHALLENGE

Streamlining common queries and dunning processes

Hrvatski Telekom (HT) is the leading telecommunications company in Croatia. They sell telco and ICT products and services to customers and businesses across the country. One of the major issues they faced was collecting debts from end-customers who were late paying their balances. They were using an automated recording over a voice call to inform customers that their account would be suspended but the majority of users would ignore the call.  

Additionally, with their business customers, two types of requests that were most common and contributed to the high number of calls to their contact center:

1. Technical support for fiscal register service:

Businesses were often looking for technical support with their POS machines, leading to long wait times to speak with an agent. Additionally, during the busy summer months in Croatia, businesses are often looking to activate additional machines and deactivate them when the tourist season ends, which can become a lengthy process for both them and HT agents. 

2. Dunning and troubleshooting

Any inquiries around viewing payments due, processing payments, and technical difficulties around bills and e-bills tend to clog the customer service telephone line. Most of these inquiries are repetitive and can be quick to resolve – but reaching a busy agent in a call center takes time.

To address these common requests from business clients, HT needed to find a way to automate responses and offload this work from their customer support agents so they can commit more time to other complicated tasks. At the same time, they needed to find a more effective way to engage with customers who have outstanding balances and prompt them to complete their payments. 

To do this, they needed a conversational experience platform that could offer a full-rounded communication solution from chatbots and cloud communication services, to a customer data and engagement solution.  

AI-powered chatbot solutions and automated messaging to make common queries more efficient

Thankfully, HT did not need to look far for a solution provider as they were already in a long-standing partnership with Infobip.  

• Decreasing the number of calls to the HT call center 
• Improving the satisfaction of their business clients 
• Improving the rate at which customers paid their bills 

1. WhatsApp chatbots for business clients

The first solution consisted of two chatbots that could resolve the repetitive issues around payments and fiscal registers. Infobip’s chatbot building platform, Answers, allowed HT to create chatbots that could recognize user intent and provide quick resolution to queries through its Natural Language Understanding (NLU) engine.  

The chatbots were deployed over a single channel, WhatsApp, as it is popular among users in Croatia, allowing HT to offer convenient and fast service to their clients.  

The first chatbot resolved queries around technical issues for fiscal registers:  

Customers could use the self-service chatbot to get instructions on how to activate and deactivate POS machines, add or update products, and upload certifications. The chatbot would push all data from that conversation to the customer data platform, People CDP, to collect and store important information like permanent and temporary deactivation. Moments, Infobip’s customer engagement platform, is used to trigger an email with the deactivation or activation form the customer requested over the chatbot.

Now, customers have 24/7 technical support for POS machines without the lengthy call queue and are only transferred to speak with an agent if necessary. 

The second chatbot helps customers with payment and troubleshooting requests:

Customers can request to view outstanding balances and monthly bills, activate e-billing, and get assistance with troubleshooting payment issues over the WhatsApp chatbot. The customer simply provides the necessary authentication information, which is verified via API with HT’s billing system, and the chatbot provides a PDF response with the desired information. If customers have requested to receive e-bills, an email confirmation is triggered over Moments to ensure a smooth and reassuring experience for customers.  

For technical issues, customers can initiate a reboot over the chatbot. After verification passes and the connection has been checked, the chatbot returns the result of the troubleshooting action. In the case that it is not successful, the customer is swiftly redirected to speak with an agent over Infobip’s cloud contact center, where the agent is able to access the chatbot conversation for context. 

2. Automated dunning messages on Viber and SMS

To improve the responsiveness of their customers and the rate at which end users paid their bills, HT decided to leverage Viber and SMS messaging to reach customers directly. 

They began automating messages on these popular channels to improve their visibility and reduce the chance of their dunning efforts going unanswered. By proactively reaching out to customers about overdue payments, they aimed to lower the number of unpaid balances and reduce the number of customers calling asking for their accounts to be reactivated. 

At the start of this process, HT used Infobip’s Professional Services to help design and build the chatbot. But after some time and high-quality education around Infobip products, they were ready to develop chatbots themselves. This was critical to them because as partners, HT better understands how their own clients can best use Infobip products that are offered in their telco packages. 

Significant increase in issue resolution and completed bill payments

Overall, HT saw a decrease in the number of calls to their call center, alleviating the repetitive workload on their support agents.  

When it comes to their business clients, more than half of all technical queries for fiscal registers are resolved through the chatbot without an agent getting involved and there was a significant increase in issue resolution for payments and technical support.  

The WhatsApp chatbots have allowed HT to resolve technical issues which are often the most common problems telcos see reported to their customer service departments.  

Their proactive dunning messages on Viber and SMS have also seen great results, with 57% of customers who received these automated messages paying their bills within five days. With such success on Viber, HT decided to also leverage the channel for promotional campaigns like for special offers or to promote gamified experiences on their mobile app. 

HT has found successful support solutions for themselves through Infobip’s conversational experience platform while at the same time offering high-value products and services to their clients through this partnership. 

CHALLENGE

Keeping OTP delivery consistent and secure

Neo Pay Iraq, a pioneer in Iraq’s fintech space, is on a mission to drive financial inclusion with innovative digital payment solutions. Since its launch in October 2019, Neo Pay Iraq has made secure and accessible financial services a reality for countless users. Starting with virtual cards, it has grown its offerings to include Classic and Platinum business cards, as well as the Dinar card—making payments simpler, safer, and smarter. 

Despite making significant inroads in a market that is still heavily reliant on cash, Neo Pay Iraq faced a unique challenge: Delivering seamless and reliable authentication methods to their customers.

With many customers that are new to the concept of cashless payment solutions, ensuring secure transactions is crucial for building and maintaining their trust. 

Previously, Neo Pay Iraq used SMS from another service provider to send one-time passwords (OTPs) for account registration and transaction approval. But connectivity issues and frequent mobile network interruptions led to inconsistent OTP delivery.

Customers became frustrated when delayed OTPs prevented them from making immediate payments. This not only impacted customer trust, but also directly affected Neo Pay Iraq’s revenue. 

Enhancing security and accessibility with Infobip Authenticate

Neo Pay Iraq was drawn to Infobip’s competitive pricing and our strong reputation for reliability and compliance in fintech. The company chose our omnichannel authentication solution, Infobip Authenticate to tackle its OTP delivery challenges.

Authenticate integrates instant messaging channels like WhatsApp, with SMS as a failover, ensuring secure and seamless communication. This way they benefitted from using a chat app their customers used along with our direct mobile network operator connections for reliable SMS delivery. 

Additionally, WhatsApp is a widely used channel in Iraq, where many consumers rely on internet access instead of mobile networks due to unreliable connectivity.

By using the channel, businesses can have a verified WhatsApp account that enhances credibility, with a green verification badge on the sender’s profile helping to counter fraud attempts.

For customers without internet access, SMS serves as a backup. The OTPs are used in two key scenarios:

1. During card activation, they verify the identities of users, ensuring a secure onboarding process
2. An extra layer of security for each transaction by requiring users to confirm who they are in real time.

Key benefits of Infobip Authenticate that stood out for Neo Pay Iraq include: 

Neo Pay Iraq received dedicated support during the implementation, especially when they switched from a generic sender ID to a dedicated WhatsApp sender ID to start using a verified account. This change enhanced compliance and security, ensuring a smooth and credible customer journey. 

Up to 60% cost savings and increased trust

Infobip Authenticate enabled Neo Pay Iraq to improve their OTP delivery rates and achieved 50-60% in cost savings by using WhatsApp as their preferred OTP channel.

Customers appreciate the faster delivery of OTPs and the convenience of receiving codes via WhatsApp, further enhancing their overall experience.

Furthermore, Neo Pay Iraq’s verified WhatsApp accounts increased customer confidence by cutting down on OTP fraud attempts.

Our authentication solution showcased WhatsApp’s versatility in driving engagement, and Neo Pay Iraq is now exploring new use cases, like running marketing campaigns to encourage card renewals.

Thanks to reliable OTPs, Neo Pay Iraq strengthened its authentication process and cemented its position as a trusted partner in Iraq’s move toward financial inclusion and digital transformation.

COMPANY PROFILE