Digitaleo: Spearheading the French conversational marketing revolution with RCS

Digitaleo is leading the RCS revolution in France with Infobip, transforming mobile marketing into rich, two-way conversations.

Zoha Tapia Director of Marketing EMEA
Skip to table of contents

In France a new mobile channel is rapidly transforming how brands connect with their customers: Rich Communication Services (RCS).

RCS offers a richer, more interactive experience than traditional SMS, opening up a plethora of use cases for conversational marketing and driving unprecedented engagement.

Digitaleo, a leading French digital marketing agency, has been at the forefront by pioneering the use of RCS campaigns since 2019 and partnering with Infobip to deliver exceptional results for their clients.

We sat down with Martin Briantais, Senior Product Manager, Digitaleo to discuss the rise of RCS in France and how brands can make the most of this channel.

The rise of conversational marketing and RCS in France

Traditional marketing methods, like email and SMS, often involve one-way communication. However, consumers are increasingly demanding more interactive and personalized experiences.

It is true that today, the way in which brands communicate with their customers, with consumers, we are still in mostly one-way campaigns, especially when we talk about classic campaigns, such as email or SMS. And in terms of mobile marketing, more and more consumers are expecting more conversational exchanges.

Martin Briantais

Senior Product Manager, Digitaleo

In fact, according to a research France’s conversational commerce market will be worth $80.67 Billion by 2028.

This shift has fuelled the rise of conversational marketing, which focuses on two-way dialogues between brands and consumers. RCS is perfectly positioned to facilitate these conversations, offering a dynamic platform for richer, more engaging interactions.

RCS goes beyond basic text messaging, enabling brands to incorporate rich media content like images, videos, and carousels directly within the conversation.

“The global challenges are to create conversational experiences, much richer experiences also in terms of media, to be able to offer video, images, even carousels to offer an inventory of products,” explains Martin.

Furthermore, RCS supports quick reply buttons and integrated action options, streamlining the user experience and facilitating seamless transactions. These features allow brands to create end-to-end purchase experiences or provide comprehensive customer support within the messaging interface.

“So really the conversation can be end-to-end – a global purchase experience or even a customer relationship experience, where the customer will be able to question the brand on a product or service,” Martin adds.

According to a recent report by Omdia and Infobip, Europe’s A2P RCS installed base will grow from 66 million in 2024 to 145 million in 2029. This growth will drive traffic from just 800 million messages per year in 2024 to 11 billion in 2029, at a CAGR of 69%, and revenue from $22m to $324m, at a CAGR of 72%.

France is expected to be the largest market for A2P RCS, with revenue expected to reach $73m by 2029. France, with its 73% Android penetration has an advantage in terms of its existing user base creating a head start for RBM.

In France, the anticipated support of RCS by Apple in 2025 is expected to be a major catalyst, dramatically expanding the reach of RCS campaigns.

This major announcement has convinced us that in 2025 RCS will be an essential channel for conversational marketing. We anticipate that this will push RCS reach from the current 50% to upwards of 90-95% by 2025.

Martin Briantais

Senior Product Manager, Digitaleo

Why digital marketing agencies need RCS to innovate

RCS presents a unique opportunity for agencies to differentiate themselves and provide significant value. By leveraging the advanced features of RCS, agencies can create highly engaging campaigns that drive measurable results.

“Our goal was to always be responsive to emergent marketing channels,” says Martin. “We quickly identified RCS and proposed it to our clients early on in 2019. Our goal was to always be proactive on innovative marketing channels.“

RCS enables agencies to move beyond traditional push marketing and foster genuine conversations with consumers. This shift towards personalized interactions builds stronger brand loyalty and drives higher conversion rates.

Agencies that embrace RCS are better positioned to meet the evolving needs of their clients and deliver exceptional ROI. Furthermore, the ability to track metrics like open rates and click-through rates in RCS provides valuable insights into campaign performance, allowing agencies to optimize their strategies and maximize impact.

Digitaleo: an RCS pioneer

Digitaleo launched the country’s first RCS campaign in 2019 with their client Beaux-de-mer Auto. This early adoption demonstrates their commitment to innovation and their understanding of the transformative potential of RCS.

Since then, they have continued to refine their RCS strategies and deliver successful campaigns for a diverse range of clients. “To give a concrete example, today we have almost a dozen RCS campaigns operating for our clients, and this is becoming more and more frequent,” Martin shares.

One notable example is their campaign for Village Moto, a motorcycle dealership network. For their “Open Day” event, Digitaleo in partnership with Infobip deployed RCS campaigns alongside traditional SMS campaigns, allowing for a direct comparison of performance.

The results were striking

“The goal was to generate traffic for the “Open Day”,” Martin explains. “In a few messages, we managed to reach a global audience of more than 50% with RCS.“

The RCS campaign achieved an impressive 80% open rate, significantly higher than traditional SMS, and generated three times more clicks. Furthermore, the RCS campaign resulted in a 10% reduction in cost per click compared to SMS.

While they recognize the power of RCS for marketing campaigns, they also see the value of other channels like WhatsApp for customer service.

Our vision is to put RCS in the hands of our clients to support them in building mobile and local marketing campaigns and then gradually open up to other conversational channels such as WhatsApp, which will surely develop and establish itself gradually in France on more client-relations and customer-service use cases.

Martin Briantais

Senior Product Manager, Digitaleo

The Digitaleo x Infobip partnership

Digitaleo’s success with RCS is closely tied to their strategic partnership with Infobip’s conversational experience platform.

Infobip’s technical expertise and established relationship with Google have been invaluable in navigating the complexities of RCS deployment. “To operate RCS campaigns for our clients, we decided to work with Infobip,” Martin says.

“First of all, because Infobip and its technical expertise around RCS made us save a lot of time. And they provided us with a very simple platform to be able to build campaigns and do our reporting,” Martin adds.

This collaboration has allowed Digitaleo to focus on their core strengths – developing innovative marketing strategies and providing exceptional client service – while leveraging our expertise in RCS technology.

We are very satisfied with Infobip’s reactivity and their expertise. And it’s true that we were very complementary, us in front-end interface with our clients, and on the other hand, Infobip’s technical support, in particular, to be able to manage these campaigns and make them a great success for our clients.

Martin Briantais

Senior Product Manager, Digitaleo

As RCS continues to gain momentum in France, this partnership is poised to play a key role in shaping the future of mobile marketing.

You might be interested in:

rcs vs sms rcs business messaging
Posted onJuly 23, 2025.

RCS vs SMS: Which is best for your business?.

Let’s look closely at RCS, how brands can benefit from its unique features, and how it compares to SMS overall as a business messaging tool. We go over use cases where businesses have been able to combine SMS and RCS effectively to provide a better and more cost-effective customer experience.

Tags:
  • Blog.
  • Marketing.
  • RCS.
  • Best Practices.
Posted onJanuary 20, 2025.

CMI: Transforming the fan experience with an AI-powered RCS chatbot.

Discover how CMI's partnership with Infobip is transforming the fan experience and driving user engagement with conversational AI and RCS.

Tags:
  • Blog.
  • Spotlight.
  • Partnership.
  • RCS.
  • sport and entertainment.
  • Inspiration.
RCS guide
Posted onApril 26, 2024.

RCS Business Messaging guide with examples.

Discover the power of RCS Business Messaging to build stronger relationships and drive impressive results.

Tags:
  • RCS.
  • Best Practices.

Digitaleo: Introducing RCS Business Messaging to clients

72%

open rate

3x

higher conversion rate

10%

lower cost per click

Share

CHALLENGE

Need for an innovative channel to build conversational marketing campaigns

As a leading digital marketing agency in France, Digitaleo is committed to innovative marketing campaigns for their clients. This commitment drives them to constantly seek out emerging trends and channels that boost engagement and drive better results. 

Their clients, in turn, were hungry for richer, more engaging customer conversations, demanding features like rich media in their marketing campaigns.

Recognizing the untapped potential of RCS early on in 2019, Digitaleo partnered with Infobip to be the first to use the channel effectively in France.

They knew this innovative channel, with its rich feature set and two-way communication capabilities, was the key in delivering conversational marketing campaigns for their clients.

“We got interested in RCS in 2018, and then we launched the first RCS campaign in France with Infobip in 2019. Our goal was to always be very responsive to emergent conversational marketing channels,” said Martin Briantais, Senior Product Manager at Digitaleo.

Digitatlio’s first RCS campaign was in France, with their client Beaux-de-mer Auto, a car dealership. At that time, the reach was lower due to RCS only being available on Android devices. However, in the span of a few years, the reach has greatly increased, and we regularly get 50% of reach coverage. With the Apple launch, RCS will prevail as an essential conversational marketing channel.

Village Motos: Making “Open Days” a commercial success

Village Motos, a high-end motorcycle dealership, approached Digitaleo to increase the commercial success of its “Open Days” by highlighting promotions and special offers. Digitaleo knew to make their “Open Days” a success they needed a messaging channel that would cut through the noise and deliver the message in a timely and impactful manner.

“We chose to launch RCS to create campaigns with richer and more impactful content than SMS, notably using carousels. The conversational aspect of RCS also interested us a lot in collecting data from customers who respond or react to the RCS messages they receive,” said Valentin Pennetier, Head of Communication at Village Motos

SOLUTION

Solution: A rich media, interactive RCS campaign to increase awareness and revenue

To run a successful RCS campaign, Digitaleo needed a partner with the right experience and relationship with Google that could support them with implementation and usage. Hence, RCS powered by Infobip’s conversational experience platform.

To operate RCS campaigns for our clients, we decided to work with Infobip, as they have the technical expertise around RCS that saves us a lot of time, especially thanks to the already established relationship they have with Google. And this is very useful to be able to quickly go through the first steps of verifying a brand by Google before launching a RCS campaign.

Martin Briantais

Senior Product Manager at Digitaleo

“And their support has been useful throughout the campaign management as they were able to answer technical questions quickly. In addition, their platform interface was simple to build campaigns and generate reports,” added Briantais.

The Village Motos campaign in action

The overall goal of the Village Motos campaign was to increase awareness in store traffic to their “Open Days” event.

Digitaleo deployed an RCS campaign with our help along with an SMS campaign in parallel. This way, they were able to compare the impact of each channel, and for customers whose phones weren’t RCS-enabled, SMS was the failover option.

Here’s how the Village Motos “Open Days” campaign unfolded:

  1. Personalized RCS messages: Customers received a rich, interactive RCS message, personalized with their first name. The campaign was specifically targeted to recent Village Motos customers or those who had interacted with the dealership previously.
  2. Interactive carousel: The message featured a carousel of four images showcasing the new store and directing customers to take specific actions.
  3. Website link: One carousel card linked directly to the Village Motos website for more information.
  4. Google Maps integration: Another card provided a direct link to Google Maps, pre-loaded with the new store’s location for easy navigation.
  5. Digital catalog: A third card offered a browsable digital catalog of the latest models and special offers, all within the RCS message.
  6. SMS backup: Customers without RCS-enabled phones received a traditional SMS message with the “Open Days” details.
  7. Omnichannel approach: This combination of RCS and SMS ensured maximum reach and engagement.

“At Infobip, we found a partner with strong mobile expertise, proven technology, and responsive support. Thanks to the team, we were able to achieve our goal of generating incremental business for our client through an RCS campaign,” said Briantais.

RESULTS

Results: 3x higher conversion rate with RCS

The RCS campaign led by Digitaleo and Infobip’s partnership exceeded Village Motos expectations.

“The RCS campaign was a real success. It was a bit like our record edition this year, and the idea is to do even better next year,” said Valentin Pennetier, Head of Communications, Village Motos.

The rich, interactive campaign saw:

  • 72% open rate: Significantly higher than typical email open rates (20–30%)
  • 10% lower cost per click: RCS proved to be smart investment for ROI despite being priced slightly higher than SMS
  • 3x higher conversion rate: Due to the rich capabilities of RCS, the conversions were higher compared to SMS.
  • 40% increase in turnover: The “Open Days” event saw a higher turnover compared to last year which could be attribute to the campaign.

Infobip and Digitaleo really went above and beyond to answer our questions. They didn’t just address what we asked but also explored potential solutions that we hadn’t even thought of, especially since this was a new channel. The support has been excellent, and that’s one of the main reasons we continue to work with them. The overall support of Digitaleo combined with Infobip has been incredibly efficient.

Valentin Pennetier, Head of Communications, Village Motos.

Collection Manager, UME

Due to the impressive results, Village Motos has entrusted Digitaleo to run their next “Open Days” campaign over RCS.

“What we want is to offer our customers more interactive experiences. RCS is one of the channels that is quite powerful for this. We will be able to offer different types of experiences thanks to RCS. We used a carousel this time, but there is also the conversational side that we would like to explore to create a direct interaction with our customers,”  Pennetier added.

COMPANY PROFILE

Since 2004, Digitaleo, a solution that simplifies local marketing, has been helping over 600 networks to centralize or decentralize their marketing activities.

The all-in-one SaaS platform brings all the essential tools for local marketing together: presence management, store locator, customer reviews, social media, local advertising, direct marketing, print and goodies. Their goal is to meet their customers’ strategic objectives in terms of brand awareness, acquisition and loyalty.

Hospital Alemão Oswaldo Cruz: Transforming healthcare communication with conversational messaging solutions

96%

customer satisfaction rate

82%

increase in appointments via WhatsApp

63.3%

reduction in response time for patient assistance

Hospital Alemão Oswaldo Cruz logo
Share

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:

  • Improving the multi-channel patient journey: Patients relied on email and call centers with limited automation, leading to long wait times and manual processes. WhatsApp was available but not properly integrated, causing queue bottlenecks.
  • Patient service steps lacked fully optimization: The chatbot wasn’t connected to the electronic medical records (EMR) system, forcing patients to repeat information. Small input errors caused delays and frustration due to a lack of auto-correction and guidance.
  • Room for improvement in customization and scalability: With growing patient volumes and new locations, the hospital needed a scalable solution. Existing systems lacked CRM integration, were costly, and created a fragmented experience.
  • Cost structure with optimization potential: The hospital’s previous communication platform required multiple software licenses, making it financially unsustainable as demand increased.

Recognizing these limitations, Hospital Alemão Oswaldo Cruz knew it needed an innovative solution that could support growth with scalable products, advanced automation, and a more efficient communication strategy.

SOLUTION

Streamlined communication with chatbots, SMS, WhatsApp, and RCS

To address these challenges, Hospital Alemão Oswaldo Cruz partnered with Infobip to enhance patient communication and streamline operations.

Our conversational communications platform enabled seamless integration of digital channels with the hospital’s CRM and allowed them to adopt WhatsApp, SMS, RCS, and chatbot support, helping create a consistent, conversational experience across every patient touchpoint.

The solution allowed the hospital to:

1. Automate support through chatbots

To enhance the conversational experience, a key element was the implementation of chatbots using our chatbot building platform (Answers) and cloud contact center solution (Conversations), implemented on WhatsApp through a unified conversational healthcare experience. This made WhatsApp a central channel for patient communication.

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. 

Today, the hospital has automated several use cases, including scheduling appointments, exams, and check-ups through chat, with seamless agent handover in case of more complex issues. 

2. Improve patient engagement through omnichannel outreach

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.

RESULT

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: 

  • Reduced operational costs: By moving to a more scalable and flexible communication platform, the hospital significantly reduced operational costs, improved service delivery through automation, omnichannel communication, and better resource allocation. This has allowed the hospital to reinvest in other areas of patient care and support future growth.
  • 82% increase in appointments, medical tests, and check-up bookings via WhatsApp: The hospital experienced an 82% increase in appointment scheduling, exams and check-up bookings from February to March, thanks to the simplicity and convenience of WhatsApp. The platform made it easier for patients to book services online, driving higher engagement. As a result of the rise in demand, the hospital expanded its call center team, doubling the number of licenses from 3 to 7 to support the growing patient engagement.
  • Reduction in response times by 63.3%: The implementation of chatbots reduced the time patients spent filling out forms and waiting for assistance from 1 minute to 22 seconds, resulting in a 63.3% reduction in response times. Even in the worst-case scenario, response times were reduced to 47 seconds.
  • 96% patient satisfaction rate: After implementing the solution, patient satisfaction rose from 84% to 96% based on 1,200+ surveys. Key improvements included smoother insurance experience, scheduling, and rescheduling processes, reducing repetitive information requests.

Our partnership has set a new standard in patient communication. The hospital has improved service delivery and enhanced the overall patient experience by using advanced technology and integrating efficient solutions. As the hospital grows and adapts, it remains committed to providing exceptional care supported by innovative communication strategies.

Since partnering with Infobip, Hospital Alemão Oswaldo Cruz has seen a noticeable increase in engagement with patients, doctors, and staff. The WhatsApp service, in particular, has received highly positive feedback for making it faster, easier, and more convenient for patients to schedule consultations, exams, and check-ups. As one of the main hospitals in Brazil, it is our duty to offer our patients convenience, efficiency, and, above all, safety. Given these results, we are excited about what is ahead and look forward to continuing our partnership.

Thomaz Nunes

Thomaz Nunes

Senior Business Analyst

COMPANY PROFILE

Hospital Alemão Oswaldo Cruz is a private hospital in São Paulo, Brazil. Founded in 1897 by the German community, it is known for its excellence in high-complexity medical care, advanced technology, and patient-centered services. The hospital specializes in areas like oncology, cardiology, and surgery. It is recognized for its commitment to innovation and quality healthcare.

UME: Empowering financial inclusion with conversational messaging and omnichannel support 

80%

of chatbot conversations resolved without human assistance

100%

conversation rate for debt collection via RCS

54%

cost reduction in debt collection by utilizing RCS

UME logo
Share

CHALLENGE

Scaling support while maintaining personalized, conversational approach

UME, a Brazilian fintech innovator, is on a mission to democratize access to credit, particularly for underserved communities. Operating in 12 Brazilian states, UME facilitates purchases at over 300 partner stores, with nearly 100% of credit requests and approvals managed seamlessly through their mobile app.  

However, as demand surged, UME faced challenges scaling its customer communication while preserving the personalized, human touch crucial for building trust and fostering financial well-being.  

Long support queues and a lack of integration with chatbots and AI solutions hampered personalization and operational efficiency, especially in crucial areas like credit recovery.  

UME needed a more agile, effective, and scalable solution to handle growing demand while delivering empathetic experiences that would improve customer satisfaction and drive business growth. 

SOLUTION

Building trust and accessibility with conversational messaging and omnichannel solutions

UME partnered with Infobip to obtain a comprehensive conversational experience platform that addressed all its scalability, personalization, and omnichannel automation needs. Enabling them to connect with customers in a way that is both efficient and empathetic. 

Our customer engagement solution, Moments empowered UME to orchestrate personalized customer journeys across multiple channels, including SMS, RCS, WhatsApp, push notifications, Email, and WhatsApp Business Calls.  

By intelligently routing communications based on individual customer preferences, UME ensures that customers receive information and support through their preferred channel, fostering a sense of accessibility and understanding.  

In addition, our customer data platform, People CDP, played a crucial role by intelligently segmenting and personalizing messaging based on individual profiles and interaction history. 

We understand that accessing credit can be a sensitive and sometimes stressful experience. With Infobip’s platform, we can tailor our communication to each customer’s unique situation, providing the support and information they need, when they need it, through the channel they prefer.

Henrique Padovani

Collection Manager, UME

UME leverages RCS as its primary channel for proactive communication, including transactional messages, payment guidance, and debt prevention. SMS serves as a reliable failover. WhatsApp is strategically used for customers with existing debt, focusing on debt collection, answering customer inquiries, and driving engagement within a 72-hour window. And Email is used to respond to certain queries and for one-way marketing messages. 

To further enhance customer support and streamline operations, UME implemented AI-powered chatbots on WhatsApp and RCS using our chatbot building platform, Answers. The chatbot was easily integrated into OpenAI’s ChatGPT API’s.   

Customers can easily check credit limits, generate invoices, get answers to their questions, and even renegotiate debts through these conversational interfaces. 

Also, our CX Consultancy team collaborated closely with UME to help fine-tune processes, flows, and journeys, maximizing the impact of the platform.

“Infobip is more than just a technology provider; they’re a true partner,” adds Padovani. “They understand our business and our customers, and they’re committed to helping us build a communication strategy that is both effective and empathetic.” 

The RCS loan journey 

UME utilizes RCS for proactive communication, aiming to empower customers with information and prevent potential debt issues.  

RCS is used to proactively reach out to the customer and offer them personalized loans, payment due dates, available payment options and support for delays.  

UME leverages rich cards and quick reply buttons within RCS to make it easy for customers to access their account details, review their purchase history, and set up payment reminders. 

RCS has been a game-changer for us, its rich media capabilities improved our efficiency in communicating what we needed in an engaging way, and also it helped boost UME’s credibility with our customer.

Henrique Padovani

Collection Manager, UME

A few days before a payment is due, customers receive a personalized RCS message reminding them of the upcoming due date and offering various payment options. They can tap a quick reply button to access their digital invoice or choose to set up automatic payments directly within the RCS conversation.  

If a customer misses a payment, they receive a friendly reminder via RCS with tailored payment solutions and links to relevant support resources.  

UME also uses RCS to promote new features, offer personalized deals, and gather customer feedback through interactive surveys. The conversational nature of RCS allows for a two-way dialogue, enabling customers to ask questions and receive immediate support, all within the same interface. 

Providing support via WhatsApp 

WhatsApp is primarily used for onboarding customers and supporting those who are facing challenges with their payments or have outstanding debts. UME’s WhatsApp strategy focuses on quick onboarding, empathetic debt collection, providing support, and resolving customer queries.  

The WhatsApp journey begins after a customer’s credit is approved. They receive a welcome message, outlining their credit limit, payment due dates, and available payment options.  

When a customer falls behind on their payments, they receive a personalized WhatsApp message acknowledging their situation and providing assistance. UME leverages WhatsApp’s interactive message templates to present different debt renegotiation options, allowing customers to choose a plan that suits their current financial circumstances. 

Customers can also initiate conversations with UME through the WhatsApp chatbot to ask questions about their account, payment options, or any other concerns they may have. 

If the chatbot is unable to answer a specific question, the customer can easily connect with a human agent for further assistance. UME also uses WhatsApp to send transactional messages, such as payment confirmations and updates on debt renegotiation plans.  

The 72-hour window engagement strategy ensures that UME remains in close contact with customers who are facing financial difficulties, providing timely support and helping them get back on track. 

Recognizing the importance of human connection, especially when dealing with financial matters, UME pioneered the use of WhatsApp Business Calls for personalized support. Customers can seamlessly transition from chatbot interactions to voice calls, enhancing trust and customer satisfaction. 

Sometimes, a quick phone call can make all the difference and WhatsApp Business Calls allow us to offer that human touch, providing personalized support and reassurance when customers need it most. It’s about building relationships and showing our customers that we’re here to help them every step of the way.

Henrique Padovani

Collection Manager, UME

RESULT

Double the support capacity and 30% cost reduction

The combination of these solutions and services transformed the way UME interacts with its customers, improving response times, communication, personalization, and user satisfaction. This led to impressive results: 

  • 30% reduction in platform costs through integrations and centralized management
  • Doubled debt renegotiation capacity through chatbots and AI
  • 80% of chatbot conversations resolved without human assistance
  • 50% reduction in campaign execution time due to segmentation and automation
  • 156% improvement in payments from customers without outstanding debt
  • 30% increase in invoice requests via RCS, with nearly 95% conversion compared to 60% for SMS
  • 46% conversion rate on WhatsApp
  • 100% conversation rate for debt collection via RCS, compared to 60% for SMS, demonstrating increased customer engagement and trust
  • 54% cost reduction in debt collection by utilizing RCS

Infobip is not just a provider; it’s a partner. They truly helped understand our needs and adapt their solutions to support us effectively and build a conversational loan experience over WhatsApp and RCS.

Henrique Padovani

Collection Manager, UME

COMPANY PROFILE

UME’s mission is to democratize access to credit, empowering underserved individuals to achieve their goals. They operate at the point of sale of partner retailers, delivering fast, accessible credit solutions that prioritize customer experience and empathetic support. Through this approach, they build profitable and secure partnerships. 

Cabify: Combatting artificial inflation of traffic and enhancing CX with innovative fraud and security solutions 

15.7%

financial loss reduction in one quarter

Share

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.  

To do this the company relies on multiple communication channels, including reliable and legitimate text messaging to facilitate trustworthy customer experiences. 


From sending OTPs for verification to providing real-time updates on ride status, SMS plays a key role in ensuring customer satisfaction and operational efficiency. Because of this, Cabify is constantly implementing new solutions to mitigate the significant challenges posed by Artificial Inflation of Traffic (AIT) within tech services. 


“We aim to address these challenges as we know first-hand how important security is in our value proposition,” said Jesús Díaz, Engineering Manager at Cabify. 


“We proactively started seeking solutions to help identify and stop bot-generated artificial traffic. However, these measures were difficult to apply equally in every market, making it a non-scalable solution,” he said. Traditional methods of mitigating AIT, such as IP blocking entire countries where the problem occurred, often led to the unintentional blocking of legitimate SMS traffic.

       

Over the years, AIT practises evolved, and a more robust solution was needed to ensure stronger response potential.

We’ve been following AIT trends and it was clear to us that in order to address the pressing challenges posed by AIT and enhance the user experience we needed to reinforce our capabilities.

Jesús Díaz photo

Jesús Díaz

Engineering Manager, Cabify


To address the pressing challenges posed by AIT and enhance the user experience, Cabify sought a reliable and innovative communication partner. 

SOLUTION

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. 

Impressed by our reliable infrastructure, delivery capabilities and excellent customer service, Cabify turned to Infobip Signals, an intuitive machine learning solution designed to detect and block fraudulent traffic.

Jesús Díaz noted, “We started talking about Signals and we said: Let’s try. Let’s see how it works.” 

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. 

In addition to enhancing security, Cabify sought to improve the user experience of OTP delivery. With more customers using WhatsApp for P2P messaging, Cabify chose the channel as their primary OTP channel, with SMS as a failover to ensure guaranteed delivery.  

“WhatsApp is very commonly used. So, we started to deploy it, and the experience has been good,” said Jesús Díaz.

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.   

RESULT

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. 

Real-time monitoring and blocking of AIT strengthened Cabify’s position as a safe mobility company.  


Some of the key results included: 

  • The financial loss caused by AIT was reduced by 15.7% in a quarter 
  • Smoother user experience 
  • Higher operational efficiency 
  • Higher OTP delivery rate 

In addition, implementing and going live with Signals took less than 10 minutes to set up, making it an effective and quick solution. 

By using our fraud and security solutions, Cabify has not only overcome the challenges posed by AIT but has also elevated its customer experience and strengthened its position in the market.  

Infobip has been a valuable partner in helping us combat AIT and enhance our user experience. Their Signals solution has been instrumental in protecting our business from fraudulent traffic, while an omnichannel approach to authentication made OTP deliveries more user friendly and cost effective. The integration process was smooth, and the support team has been excellent. We are confident in our decision to partner with Infobip.

Jesús Díaz photo

Jesús Díaz

Engineering Manager, Cabify

COMPANY PROFILE

Cabify is a leading multi-mobility platform that aims to transform cities into better living spaces through innovative ride-hailing solutions. Operating in multiple countries across Latin America and Europe, including Spain, Chile, Argentina, Peru, Colombia, and Uruguay, Cabify connects passengers with a network of professional drivers. The company offers a range of services, from ride-hailing to corporate mobility solutions, providing safe, reliable, and efficient transportation options. 

Mukuru: Faster customer service and reduced costs with WhatsApp Business Platform

30x

increase in active digital wallet customers

92%

read rates in WhatsApp campaigns

mukuru logo
Share

CHALLENGE

Enhancing financial services accessibility and maintaining meaningful customer interactions

Mukuru, a leading financial services provider serving over 17 million users across over 70 countries in Africa, Europe, and Asia, faced the challenge of transitioning from cash reliance to digital wallet adoption across Africa. Serving the emerging African market and migrant workers, Mukuru needed to make its services more accessible over channels that customers prefer, while maintaining meaningful interactions.

Previously, customers accessed services through the Mukuru mobile site, app, and USSD. However, with a high volume of money transfers, Mukuru sought to optimize communication channels, enhance the customer journey, and reduce costs by providing an additional channel with better functionality than USSD.

SOLUTION

Connecting with customers and driving digital adoption with WhatsApp Business chatbot

Mukuru identified WhatsApp as the ideal channel for customer transactions and communication, given its popularity in Africa and global reach. They developed a WhatsApp chatbot to facilitate faster money transfers without assistance from a live agent.

To use WhatsApp with Mukuru, customers start a WhatsApp chat with the company to sign up for the service. Once the chatbot responds, customers receive menu options from which they can choose what they want to do next, including:

  • automatically creating a Mukuru account
  • selecting from 10 language options
  • transferring money across borders
  • managing their digital stores of value (Mukuru Wallet or Mukuru Card)
  • ordering groceries
  • buying airtime or electricity
  • paying for DSTV

Before sending WhatsApp notifications, Mukuru secured customer opt-ins through three methods: directing users to opt in via their Facebook page, offering the option to select WhatsApp during sign-up, or collecting consent during customer service calls. This process was streamlined with full support from our team during onboarding, technical implementation, chatbot logic development, and WhatsApp template registration.

Additionally, integration with the contact center allows customers to chat with an agent when needed, enhancing support.

In parallel, Mukuru implemented Infobip’s customer engagement solution, Moments. They launched a campaign in Zimbabwe that played a key role in encouraging customers to move from relying on cash to adopting digital wallets.

Understanding customer touchpoints and preferred channels is crucial, and moving the needle on cost-to-acquire with an integrated platform is powerful. Africa’s emerging consumer market offers vast potential beyond money transfer, expanding into a full ecosystem of financial services. The differentiator lies not just in pricing but in delivering messages through the right channel at the right time, continuously curating better experiences for our customers.

Sandy Rheeder

Chief Information Officer, Mukuru

RESULT

Over 30x increase in active customers and 92% read rates with WhatsApp, halving drop-off rates and cutting costs by 15%

Integrating WhatsApp and Infobip’s Moments has yielded impressive results for Mukuru. The shift from cash reliance to digital wallet adoption has been remarkable, with active customers increasing from just 4,000 in December to 129,000 by March. This allowed Mukuru to engage in meaningful two-way conversations with customers and reconnect with those who were previously disengaged. The effectiveness of this approach is highlighted by the success of WhatsApp campaigns, which consistently achieve read rates above 92%.

Moreover, the implementation of WhatsApp Flows has significantly enhanced the customer journey by reducing the process from 17 steps to just 2, halving the drop-off rate in Botswana. This streamlined experience has improved product usability and customer sentiment, providing an app-like feel with interactive elements. Mukuru’s strategic use of a multichannel approach, with a focus on WhatsApp, has not only optimized communication but also reduced costs, saving 15% on reverse billed USSD costs and 5% on transactional SMS costs.

These results underscore Mukuru’s commitment to leveraging technology to enhance customer satisfaction and operational efficiency, setting a strong foundation for future growth in the financial services sector.

Mukuru’s future goals include deepening their collaboration with Infobip to advance their AI strategy, focusing on delivering quick, accurate responses to common customer questions like “What is this?” or “How much does it cost?”

This kind of automation not only boosts operational efficiency but also empowers customers and supports financial inclusion, such as guiding someone through sending money to a family member in Nigeria via conversational AI.

However, implementing AI in banking is complex due to strict regulations and the need for absolute trust. That’s why Mukuru is taking an incremental, roadmap-driven approach and is confident that, with Infobip’s expertise, they can navigate these challenges while staying aligned with their core systems and delivering real value to their customers.

Previously, our communication was one-sided, sending messages and hoping for a response. Now, with two-way engagement, we’re having real conversations, reconnecting with customers we hadn’t engaged with in a while. The impact is clear: our WhatsApp campaigns through Moments consistently achieve read rates above 92%. Collaborating with Infobip’s CX team, we’re excited to track click-throughs and further enhance our engagement strategies.

Jennifer Stevens

Head of Product: Customer Domain, Mukuru

COMPANY PROFILE

Mukuru is a leading Next Gen Financial Services Platform that offers affordable and reliable financial services to an emerging customer base of over 10 million across Africa, Asia, and Europe. With over 100 million transactions to date, the core of Mukuru was built to provide international money transfers and since then have developed a set of services to address the broader financial needs of its customers. The company now operates in over 50 countries and across over 300 remittance corridors. Mukuru has been named one of the FXC Intelligence Top 100 Cross-Border Payments Companies in 2022. Mukuru is listed as one of the top eight global, independently owned businesses in the remittances space.

What is phygital marketing? 11 examples of phygital experiences

Let’s explore everything you need to know about phygital marketing and how it can help you build a successful marketing strategy.

Ana Rukavina Content Marketing Specialist
Skip to table of contents

Customers expect instant service, seamless interactions, and memorable experiences that blend convenience with personalization. This is where phygital marketing comes in. A powerful strategy that merges physical and digital touchpoints to deliver an immersive, omnichannel experience.

Whether it’s live video shopping, QR codes in physical stores, or a mobile app that connects online and offline worlds, phygital retail is changing how businesses build customer relationships. Businesses no longer need to choose between online or offline. They have to offer both, harmoniously.

What does phygital mean?

Phygital = physical + digital

At its core, phygital marketing is all about removing the friction between the online and offline world. It creates a convenient shopping experience by combining in-store experiences with digital technology, helping customers move through their customer journey smoothly and intuitively.

For example, scanning a QR code in a brick-and-mortar store to see product reviews or using live video to consult a specialist before purchasing online, addresses real pain points faced by today’s consumers. Such experiences are now a core part of any future-focused marketing strategy because they provide measurable value.

Customer engaging with digital displays in a retail store environment—demonstrating phygital marketing strategies that enhance the retail and eCommerce journey and deliver an improved customer experience through seamless physical-digital integration.

Why phygital experiences matter?

Today’s shoppers expect brands to know their preferences and offer:

  • Personalized experiences across all touchpoints
  • Frictionless transitions between channels
  • Helpful, human-like digital interactions
  • Convenience without sacrificing quality

65%

of shoppers now prefer phygital shopping experiences over traditional methods

5-15%

lift in revenue and 10-30% increase in revenue – potential impact of personalization marketing

By integrating digital tools like live chat, video calls, and mobile apps into physical store environments, businesses can:

  • Boost customer engagement
  • Improve conversion rates
  • Strengthen customer relationships
  • Offer meaningful customer interactions

And most importantly? You meet customers where they are – both physically and digitally.

Let’s look at how brands around the world are using phygital tools to improve the way they connect with customers.

12 real-world phygital marketing examples

Every day you may encounter many phygital experiences without even knowing it. Here are some of our favorite campaigns:

1. Nike’s data-driven retail store

Nike’s LA pop-up store adapts to customer preferences by analyzing customer data from online purchases. The store restocks popular items based on demand, and shoppers can book testing sessions or returns through the Nike mobile app. NikePlus members can even win rewards at a digital vending machine.

Takeaway: Turn online data into better in-store experiences.

2. Amazon’s just walk out technology

In Amazon GO stores, customers simply walk in, take what they need, and walk out. Sensors and cameras detect items picked or returned, billing the shopper automatically through their Amazon app. Amazon simplifies checkout by skipping the usual point-of-sale process, making shopping faster and easier for customers.

Takeaway: Simplify transactions for a frictionless, futuristic experience.

3. Warby Parker’s virtual try-on & physical showrooms

Warby Parker started online but added retail stores to meet the demand for face-to-face interactions. Customers can use their mobile app to virtually try on glasses before visiting a store for fittings and purchases.

Takeaway: Merge convenience and human connection.

4. Sephora’s ColorIQ and virtual artist

Sephora enhances both physical and digital beauty shopping. In-store, ColorIQ devices scan skin tones to find matching products. Online, Virtual Artist allows users to test makeup via live video or photos.

Takeaway: Deliver tailored, tech-driven beauty experiences.

A customer tests makeup products online—illustrating phygital marketing in the beauty industry by blending physical try-ons with digital retail and eCommerce experiences.

5. IKEA’s Place augmented reality

With IKEA Place, customers can scan their rooms and use augmented reality (AR) to visualize furniture in real-time, creating a seamless digital-physical design experience.

Takeaway: Use AR to create a visually rich, convenient personal shopping experience.

Shopper explores a furniture showroom enhanced with digital touchpoints—showcasing phygital marketing in the furniture industry by combining physical product displays with interactive digital experiences.

6. Marks and Spencer’s virtual fitting rooms

Marks and Spencer shoppers can try on clothes virtually using screens or mobile apps. These phygital tools help shoppers save time, skip the fitting room line, and leave happier.

Takeaway: Let shoppers preview products digitally before buying physically.

Customer browsing products an digitally trying them on in a modern retail store equipped with digital displays—highlighting phygital marketing strategies that enhance the retail and eCommerce experience through seamless online and offline integration.

7. Happy Moon

At Happy Moon restaurant, scanning a QR code reveals 3D images of food items in real size. Such kind of interactive dining fits today’s digital habits while keeping the fun of eating out. Additionally, immersive touchpoints elevate the overall brand experience, leaving customers with a stronger emotional connection to your business.

Takeaway: Digital menus can be deliciously immersive.

8. FIFA’s stadium AR experience

At the FIFA 2022 World Cup in Qatar, fans using the FIFA+ app could watch live stats, player heatmaps, and replays through AR, right from their seats in the stadium.

Takeaway: Enhance live events with interactive mobile experiences.

Phygital fan engagement in sports stadiums

Sports clubs and event organizers are blending mobile channels with in-stadium experiences to turn spectators into participants. Fans can scan QR codes to launch AR filters, join prediction games, play trivia during halftime, or chat with a 24/7 fanbot for schedules, seat info, or rewards. These gamified touchpoints extend excitement across the entire match, strengthening loyalty and driving measurable engagement.

With Infobip, brands can orchestrate these fan experiences across channels like WhatsApp, RCS, SMS, and in-app chat, using automation, gamification journeys, and real-time personalization to boost participation and loyalty.

Two images side by side: the first shows a smartphone screen with a chat from Esporte Clube Raio Azul inviting the user to participate in a scavenger hunt to win upgraded seats, providing clues and prompts to start the game. The second image shows a hand holding a smartphone, using the camera to scan a digital football token in an outdoor setting.

9. Dyson CleanTrace AR tool

Dyson CleanTrace™ shows users in real time where they’ve vacuumed. It uses AR overlays via mobile phones to highlight cleaned vs. missed spots.

Takeaway: Help customers improve product usage through phygital tech.

10. Disney’s 3D virtual park

Without VR goggles, fans can explore a Disney theme park in 3D online. This builds hype, entertains fans, and offers a long-term phygital strategy for brand engagement.

Takeaway: Bring your in-person experiences online so customers can stay engaged even after they leave.

11. London marathon’s hybrid experience

The London Marathon blends physical participation with digital engagement by offering real-time tracking, virtual cheering zones, and augmented reality race bibs through its official app. Whether running in person or remotely, participants stay connected to the event and each other.

Takeaway: Use technology to enhance shared physical experiences and foster deeper emotional engagement.

These examples show what’s possible. But how can your business start building a phygital strategy of its own?

Building a phygital strategy: Tips for retailers

Whether you’re in fashion, furniture, food, or online car sales, here’s how to craft a strong phygital strategy:

1. Map the entire customer journey

Understand your customers’ online and offline behaviors. Where do they research, purchase, return, and interact?

2. Solve real pain points

What frustrates your shoppers? Is it long checkout lines? Limited in-store stock? Lack of personalization? Use customer data to address them with phygital tools.

3. Start small, think long term

You don’t need a full-blown metaverse store on day one. Begin with QR codes, live chat, or AR try-ons. Scale based on feedback and customer preferences.

4. Personalize, personalize, personalize

Use AI and customer service insights to tailor offers, products, and support across every channel. AI tools can make product suggestions feel more personal by using what people have browsed or bought before. Make customers feel seen, understood, and valued.

Retail employee uses a tablet to assist a customer in-store, showcasing AI/ML integration in phygital marketing for retail and eCommerce—merging digital insights with physical shopping experiences.

5. Use customer feedback

Use customer feedback to fine-tune your approach. Regularly gather insights from both online reviews and in-store interactions. This shows you what’s missing and helps improve your phygital approach using real customer feedback.

Shopper interacts with an in-store kiosk, demonstrating phygital marketing in action by blending digital self-service technology with the physical retail environment.

6. Unify your tech stack

Ensure your platforms share data across systems. Your mobile app, website, physical store, and CRM should function as one ecosystem.

7. Keep it human

Technology should enhance human interaction, not replace it. Combine live video with empathetic support agents to build trust.

Great phygital experiences keep customers coming back by delivering more than they expect, every time.

With a roadmap in place, let’s take a closer look at what the future holds for brands embracing the phygital model.

The future of phygital retail

From live shopping streams to immersive experience zones, brands that embrace this model unlock:

  • Higher conversion rates
  • Stronger customer engagement
  • Deeper customer relationships
  • Better ROI and long-term customer loyalty

With technologies like AI, AR, and blockchain shaping what’s next, the retail world is headed toward a more connected, intuitive future.

If you are ready to connect your online presence with your in-store experience, phygital marketing could be the perfect next step for your brand.

Start small, listen to your customers, and innovate where it matters most.

You might be interested in:

EastWest Bank: Leading the future of digital banking with omnichannel engagement 

Discover how EastWest Bank is accelerating digital transformation in the Philippines’ banking sector using an omnichannel communication strategy powered by conversational AI.

Abhijeet Guha Senior Content Marketing Specialist
Skip to table of contents

The adoption of digitization in the Philippines’ banking sector has been slow compared to the rest of the Asia-Pacific region. According to a McKinsey report, Banks in the Philippines spend less than 10% of their revenue on IT compared to an APAC average of 15%.   

This situation, however, is changing rapidly with institutions like EastWest Bank, a leading commercial bank in the Philippines, which has been a forerunner in digital transformation. 

We spoke to Efren Dela Cruz, Head of Innovation Center for Excellence at EastWest Bank to learn about their digital transformation journey and how it has helped them stay ahead in this competitive arena.  

Key trends shaping the future of banking  

Customers’ expectations and behavior are not the same as they used to be a few years back. Today’s customers have much higher expectations, such as hyper-personalized interactions, automated assistance, and proactive services from their banks.  

In our latest Messaging Trends Report 2025, we have analyzed 530 billion mobile channel interactions that took place on our platform and noticed that banks and financial institutions are making significant progress in leveraging AI to improve customer experience and efficiency of their workflows. 

According to Efren Dela Cruz when it comes to digitalization, the following trends play an important role in the banking industry:  

The emergence of Conversational AI 

With the use of AI-powered chatbots and digital assistants, banks have been able to help customers conduct regular banking activities, such as transferring money, accessing bank statements, or even paying bills. Conversational AI has been one of the key drivers for banks’ move towards digital transformation.  

Machine Learning 

Implementing machine learning (ML) technology allows banks and financial institutions to deliver personalized banking solutions leveraging customer data. Machine learning is considered an important element in improving the overall banking process by predicting customer behavior.  

AI automation

AI automation supports the shift from traditional to digital banking. By leveraging automation, banks can improve operational processes, increase agents’ productivity, and minimize human errors.  

Banks that integrate these technologies into their front-end and back-end operations can eliminate outdated physical processes, streamline operations, and stay ahead of the competitive curve.  

EastWest Bank is currently invested in all three in varying degrees. Harmonizing all three into a seamless and cogent front-to-back customer journey is a challenge that it is currently taking on.

Efren Dela Cruz

Head of Innovation Center for Excellence at EastWest Bank

From uniformity to nimbleness: The evolving digital strategy 

The journey of EastWest Bank began with an enterprise approach, where the goal was to bring all services under a single universal banking portfolio. This approach allowed the bank to maintain uniformity, consistency, and continuity across its business lines.

However, speeding up their processes was seen as a crucial element, just like modern fintech companies, so it moved ahead to shift from a universal setup to a more decentralized model.  

Accomplishing its short-term goals, the bank is now on the path to transitioning to a hybrid model, where it enjoys the dual advantage of control and uniformity under an enterprise approach along with the agility and flexibility of controlled autonomy. 

Implementing a successful omnichannel communication strategy: 

As the communication process has evolved from multichannel to omnichannel, most banks are adopting omnichannel banking. Unlike multichannel banking, omnichannel banking is an integrated approach where all touchpoints are combined and can interact seamlessly with each other. 

In our Messaging Trends Report, we have observed that the number of businesses using more than two channels has increased from 15% in 2024 to over 25% in 2025. Notably, in the finance industry, the popular channel combination is SMS paired with either Viber or WhatsApp, accounting for 37% of usage. 

According to Efren Dela Cruz, implementing omnichannel communication and automation is often challenging due to the difficulty of integrating disparate systems.

Banks need to approach multiple solution providers because no vendors offer complete solutions. However, the real challenge comes in seamless integration and interaction between channels, further complicating development and execution.  

As seen, even developing a standalone solution usually takes 12-24 months to develop, test, and implement, so enterprise omnichannel service will demand more time and monetary investment. 

Leveraging technology to stand tall in the competitive market 

EastWest Bank is taking a modular approach in using different technologies to build a competitive digital advantage.

Efren Dela Cruz

Head of Innovation Center for Excellence at EastWest Bank

Today, traditional banks face huge competition from fintech companies that are adopting the latest technologies to create better customer experience. For traditional banks, adopting the same has become a lifeline so that they don’t become obsolete.  

When it comes to adopting the latest technologies, there are already too many available, so attempting to master everything is not feasible. EastWest Bank has taken a modular approach here, focusing on areas where it already has some expertise.

They wanted to build a digital edge by upgrading the technology they already use. Conversational AI is one such area where the bank has an advantage over its competitors.  

Infobip x EastWest Bank: A partnership making an impact 

Our partnership with EastWest Bank has been a key driver in transforming the bank’s customer experience strategy. Using our omnichannel customer engagement solution the bank integrated multiple touchpoints such as SMS, Voice, Email, and Viber for Business to create a holistic customer experience.  

SMS and Voice are the key channels for authenticating user’s transactions seamlessly whereas email serves as an important communication medium to send timely notifications.

Additionally, recognizing Viber’s effectiveness in the Philippines, the bank leveraged it on our platform for new product promotion and drive customer acquisition.  

Infobip is a pioneer in direct customer touchpoint capability. Initially via SMS, and now expanded to email and social messaging.  These are, in fact, the first and most essential legs of customer interaction. We intend to continue to take full advantage of their competencies under our modular approach.

Efren Dela Cruz

Head of Innovation Center for Excellence at EastWest Bank

This collaboration reflects a broader shift in the banking sector. Omnichannel banking is no longer a trend, it’s a standard. It’s transforming how financial institutions connect with customers by enabling meaningful, personalized interactions at every stage of the journey.

As a global leader in omnichannel communication, we’ve supported banks and financial service providers in implementing intelligent automation and streamlining customer engagement. Whether you’re aiming to improve retention, acquisition, or operational efficiency, our platform enables you to do more—faster and smarter.

We’d love to hear how you’re planning to evolve your business’s communication strategy.

Ready to transform your customer’s banking experience?

Contact us

Annapurna Financial Services: Enhancing operations and CX with digital communications 

2x

increase in digital engagement

12%

increase in product adoption

Share

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.

The financial provider faced significant challenges in streamlining communication and improving operational efficiency across various aspects of its operations. These issues were particularly evident in managing customer interactions, compliance implementation and overall service delivery. 

Some of the key challenges included:

  • Delayed customer response: Customers often missed reminders or failed to respond in a timely manner, leading to delayed payments and communication gaps.
  • High operational cost: Traditional manual processes for follow-ups and customer engagement required considerable manpower and resources, driving up operational costs.
  • Compliance risks: Ensuring regulatory compliance across multiple communication channels remained a persistent challenge.

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

SOLUTION

Embracing digital transformation for enhanced operations and communications

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

Our communications platform enabled Annapurna to integrate SMS, IVR, and WhatsApp-based solutions to enhance efficiency, reduce manual intervention, and improve customer engagement.

To power up two-way customer interactions and provide 24/7 customer support, our platform helped provide a conversational experience with our customer engagement solution Moments, chatbot building platform Answers and contact center solution Conversations. 

This holistic approach enabled Annapurna to provide:

  • Automated SMS reminders: Timely alerts were sent to customers regarding important dates and updates, ensuring they remained informed.
  • IVR Voice calls: Interactive voice reminders helped provide customers with important information, driving more responsive behaviour.
  • WhatsApp chatbot: Available 24/7, the chatbot provides instant access to essential information, enabling seamless self-service and enhancing the customer experience.

RESULT

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:

  • Elevated customer experience: Seamless, timely communication through SMS, Voice IVR and WhatsApp has improved customer interactions, reduced missed payments and strengthened long-term relationships.
  • Stronger customer confidence: Transparent and proactive engagement has built customer confidence, reinforcing trust in the company’s financial services.
  • Improved accessibility and convenience: The 24/7 WhatsApp chatbot and automated reminders provide instant support, making financial services more accessible and efficient.
  • Enhanced compliance and transparency: All communications adhered to RBI (Reserve Bank of India) guidelines, ensuring compliance and transparency throughout the process.

Some of the results included:

  • 2x increase in digital adoption: A significant surge in digital engagement, with a two-fold increase in active users within just three months.
  • 12% increase in product adoption: Successful promotion of the JIT loan through targeted messaging campaigns, resulting in an increase in subscription.

This transformation has streamlined operations and positioned Annapurna Finance as a trusted financial partner, committed to delivering an exceptional customer experience.

Annapurna Finance’s digital initiatives have streamlined its communication and operational processes, boosting efficiency, customer engagement, and compliance. With over 1.12 million active users and nearly 75% of customers in rural areas, the company has successfully leveraged automation to create a customer-centric financial ecosystem.

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. 

Infobip has been an invaluable partner in our journey to digital transformation. Their innovative solutions have empowered us to connect with our customers in a more meaningful and efficient way. By using WhatsApp, SMS, and Voice, powered by Infobip’s conversational customer experience platform, we’ve been able to break down barriers, improve customer satisfaction, and drive business growth. We’re excited to continue our partnership with Infobip and explore new opportunities to enhance the customer experience.

Ashish Mishra

Product Head, Annapurna Financial Services

COMPANY PROFILE

Annapurna Finance Pvt. Ltd. (AFPL), established in 2009, is now one of the top ten NBFC-MFIs in India. With a strong focus on financial inclusion, AFPL empowers economically backward clients, especially women, by offering need-based financial services that support their entrepreneurial journey and entire lifecycle. Committed to improving socio-economic conditions, the company promotes sustainable development through microloans, green products and efficient environmental management practices.

Hrvatski Telekom: Leveraging partnership to build AI-powered conversational support solutions for telco customers 

62%

of users targeted through Viber paid outstanding bills

20%

increase in revenue through partnership

Share

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.  

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.  

About the partnership

The HT-Infobip partnership was initially centered around an automated programmable SMS messaging and launched in 2012. Over the years, the partnership expanded as Infobip added new tools and channels to its customer communication solutions portfolio, allowing HT to offer corporate clients from various industries upgraded packages.

These packages included CPaaS solutions (A2P SMS, Viber, WhatsApp, and Email) and SaaS solutions for uses cases that would allow these enterprises to launch and market new products to end-users. This partnership is still evolving, with HT preparing to launch packages similar to the enterprise-level one but targeted toward VSE and SME clients.  

Thanks to this partnership, HT had a deep understanding of how Infobip products and solutions have been beneficial for their clients. And so, they were ready to start creating solutions to alleviate their own business challenges and reach their overall goals of: 

  • 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. 

RESULT

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. 

62% of customers paid their bills after receiving a Viber message 

38% of customers paid their bills after receiving an SMS 

At the same time, the partnership side of the HT-Infobip relationship is flourishing, with a 20% increase in revenue coming from the upgraded packages offered to their corporate banking clients, and a boost of 10% in interactions with them. 

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. 

Because of the strong partnership we have built with Infobip over the years, we knew this would be the ideal conversational solution provider to help us build tailored solutions that speak to our customers – both business and residential. With a wide range of channels like WhatsApp, Viber, and SMS along with conversational solutions, we can offer our own customers better packages, as well as improve upon our own business challenges. We look forward to continuing and building this relationship in the future

Ivana Beli Ostarcevic Hrvatski Telekom

Ivana Beli Oštarčević

Director of ICT portfolio development and management sector at Hrvatski Telekom

COMPANY PROFILE

Hrvatski Telekom is the leading telecommunications company in Croatia providing a full range of telecommunications services – fixed and mobile telephony services, data transmission, TV services, internet and international communications. Hrvatski Telekom also provides a wide range of business solutions and services to companies of all sizes, from ICT and Cloud services to POS and customer engagement solutions, as well as Smart City solutions to local Croatian governments.