Challenge

Solution

This was one of the most exciting and meaningful campaigns Infobip has ever been involved in. We worked with UNICEF to develop a plan that would take donors on a journey of understanding about the challenges children face, and how regular donations could help them. This plan involved:

Result

Infobip couldn’t be more proud to have helped UNICEF improve the UX for donors and nurture them in a more intelligent and effective way — all while cutting the cost of sending messages. The results speak for themselves:

Challenge

In 2016, One Acre Fund introduced an interactive mobile channel to use two-way SMS to communicate with farmers for non-seasonal orders on a small scale (500 to 1000 interactions).

However, the channel service provider did not offer a post-paid option to One Acre Fund, but only a prepaid model. In addition, the agricultural service provider found this provider’s level of service to be sub-par.

The limited functionality of the SMS channel also created a disconnect between the farmers and the organization.

Solution

One Acre Fund decided to switch to a USSD solution that would offer a self-service interface for farmers to interact with.

Infobip enabled One Acre Fund, an agricultural service provider for smallholder farmers, to interact more efficiently with farmers participating in its program and cut operational costs by rolling out a USSD portal.

The choice for USSD was made based on user-friendly functionality because it’s an interactive, menu-based technology communication protocol available on every GSM-enabled mobile device. It is a session-based text communication without a store-and-forward mechanism (unlike SMS) that is practical for interactive communication, such as banking or education.

Infobip was chosen to roll out the USSD portal, and it was launched in Rwanda in December 2018 and Kenya in August 2019. Infobip added roughly nine extra services to the USSD code and typically ran a daily volume of 40 000 to 80 000 interactions.

Result

Since the introduction of the USSD portal, One Acre Fund has seen an increase in engagement with farmers.

The user-friendly functionality of the solution means anything a client wants or needs can be requested at a touch of a button. This helps with the paying out of loans and benefits the customers’ journey. USSD gives One Acre Fund a clear user entry point that allows it to rely less on field staff to disseminate information.

Implementing the solution will also help One Acre Fund reduce its deficit, allowing it to expand to more regions faster, with a limited donor funding growth per year. In addition, USSD has enabled the organization to move away from manual data manipulation, resulting in faster processing times with fewer overhead costs and improved customer experience. In October 2019, One Acre Fund recorded 1.3 million user sessions via the USSD portal and predicted two million for December 2019. It forecasted a volume of 40 million user sessions for 2020. One Acre Fund is also planning to trial the solution in Burundi, Tanzania and potentially Zambia and Malawi.

Challenge

Ubongo is Africa’s largest multi-platform classroom, with a reach of 17 million households via television and radio. They create and deliver educational entertainment via TV, radio and digital to millions of kids across Africa to help them learn and leverage their learning.

Before the pandemic, Africa’s school enrolment rate was above 80%. The rise of Covid-19 had a devastating effect on this rate, with 226 million learners unable to go to school. During this time, Ubongo received an increasing number of requests for more support – especially from parents who faced the challenge of homeschooling their kids.

Increasing showtimes on TV and radio met some of the demand, but it became clear that there was an increasing need for on-demand content and support. Many parents were asking for content to be sent via Whatsapp because it’s data-friendly and available on any smartphone.

Ubongo also wanted their students to delve deeper into their content through a value-adding digital platform, chat apps and social media channels.

Solution

Ubongo recognized an opportunity to engage with its target market via Answers, our customizable chatbot building platform. It met their criteria, being price, ease of use, functionalities available and technical support. By utilizing Whatsapp Business API in combination with Answers, Ubongo could provide always on customer support through the most popular messaging service on the continent and leverage reach and low data costs.

Ubongo could chat with their customers in three different languages, English, Swahili and Hausa. Getting content was as simple as chatting with a friend. All they needed to do was was say ‘Hi’ to to the officieal Ubongo Whatsapp account.

Users were then offered various options, ranging from language options, TV showtimes to videos.

Result

The implementation of Infobip’s Answers solution enabled Ubongo to stay true to its commitment to support kids on their educational journey. Their continued efforts to maintain their reach and serve their market during the pandemic were recognized by the New York Times, Al Jazeera and Reuters.

Through Whatsapp Business API, users could access content on-demand and download it, so it’s available offline.

Within two months since implementation, Ubongo could already see positive results. In what they describe as a first for the company, end-users from different channels can seamlessly and consistently connect into a single digital channel.

Infobip’s solution also enables Ubongo to push content for free downloads directly to their end-users. And for those who still prefer to access Ubongo’s content on conventional platforms like television, users can access a digital TV guide to ensure they don’t miss it.

They can also measure the success of this new strategy thanks to the feedback functionality of the chatbot.

Challenge

Solidaridad wanted to reach more farmers, miners, and other producers that were a part of its program beneficiaries. To do this, the company looked to move communications to digital channels. However, most beneficiaries of their programs do not have access to smartphones. Their research indicates that the best way to communicate is through voice-based technology since over 90% of their program beneficiaries have access to basic and feature phones.

Solidaridad was looking for a reliable voice-based solutions provider that would enable them to provide training and other relevant information in an efficient and economical way.

Solution

After conducting some research on potential voice-based communication providers, Solidaridad decided to adopt Infobip’s Voice solution to connect with program beneficiaries using text-to-speech calls. This enables the organization to pre-record audio that is sent to its program beneficiaries in the form of a phone call.

Solidaridad uses text-to-speech calls to provide training, conduct post-training assessments to reinforce learning, and share other relevant information related to cocoa farming, oil palm farming, gold mining, and more. The voice technology also enables the organization to bridge language, distance, and literacy gaps across the five countries it operates in within the West African region.

Result

After implementing voice-based communications through Infobip, Solidaridad has reached 30,248 cocoa farmers and 5,486 oil palm farmers across five countries, and 1,066 miners in Ghana alone. Farmers and Miners now receive training and other useful information on time – helping them improve their farming and mining practices.

In addition, Infobip’s solution has proved to be an efficient, cost-effective way of communicating – and Solidaridad looks to expand its communications mix in the future.

Challenge

Milaap is South Asia’s largest crowdfunding platform for personal causes and healthcare emergencies.

The platform is transforming the way India gives to those in need, allowing anyone to create a fundraiser for free and benefit from campaign management tools to promote their project.

Getting campaign messages to Milaap’s community of donors – 60% of which is based in India – is key to securing donations and informing donors about the fundraising causes they support.

But with relatively low delivery and open rates for SMS and email, Milaap needed a more effective way to engage donors, drive traffic to the platform, and help increase donations.

To achieve this goal, the crowdfunding platform needed a digital messaging solution that enables fast, secure, two-way communication over a digital channel with wide consumer adoption in India.

Solution

WhatsApp is the fastest growing channel in India. What’s more, Milaap fundraising projects typically receive twice the amount of donations when they’re shared amongst donors’ friends and family via WhatsApp.

Powered by Infobip, WhatsApp Business Platform was therefore an ideal choice for Milaap, and provided a multitude of benefits:

We used the Infobip WhatsApp Business Platform to design a customized communication tailored to Milaap’s requirements and use cases.

These use cases including facilitating key activities and tasks across the donor user journey, such as:

Results

It’s still early days, but the WhatsApp solution is driving a clear uplift in user engagement, click-through rates, and gross dollar volume (GDV) payments.

The ease with which donors can share campaigns amongst friends and family means that WhatsApp now drives a quarter of all traffic to the Milaap platform.