Infobip Case Studies Angel Broking: Digitally Transforming Stock Broking with WhatsApp

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	Angel Broking: Digitally Transforming Stock Broking with WhatsApp Infobip

Angel Broking: Digitally Transforming Stock Broking with WhatsApp

Infobip

Technology Category	Analytics & Modeling - Real Time Analytics Networks & Connectivity - 5G
Applicable Industries	Consumer Goods Retail
Applicable Functions	Product Research & Development Quality Assurance
Use Cases	Inventory Management Real-Time Location System (RTLS)
Services	System Integration
Challenge	Angel Broking, one of the largest retail broking houses in India, was faced with the challenge of digitizing its offerings to appeal to tech-savvy individuals who are new to stock trading. The firm aimed to provide a convenient, easy-to-use platform for these digital natives to start their trading journey. The desired platform needed to offer a two-way, real-time digital messaging solution that would allow customers to onboard conveniently, trade easily, and resolve their queries quickly. The channel also needed to provide easy onboarding, ease of use for accessing educational resources, real-time communication for faster service updates, two-way communication for interactive and automated customer engagement, reliable service, fast connections between customers and an authorized person, and the use of rich media for superior customer experiences. Read More
About Customer	Angel Broking is a financial services company established in 1987, with its headquarters in Mumbai. The company provides broking and advisory services, margin funding, loans against shares, and financial products. As of June 30, 2020, Angel Broking is one of the largest retail broking houses in India in terms of active clients on the National Stock Exchange of India (NSE), according to a CRISIL Report. The firm was looking to digitize its offering and appeal to tech-savvy individuals who are new to stock trading and looking to start their trading journey. Read More
Solution	Angel Broking identified WhatsApp Business as the ideal channel for achieving its objectives, given its fast growth and wide adoption in India. Powered by Infobip, WhatsApp Business offered easy opt-in and onboarding, fast and secure two-way communication, real-time security alerts and service notifications, one-on-one support, and media message templates for automated rich notifications. After a brief discovery phase, a customized WhatsApp Business solution was designed to meet Angel Broking's specific requirements and use cases. These included facilitating key activities such as customer onboarding with automated welcome messages, informing and educating customers with access to online and downloadable content, enabling stock trading with personalized advice, and providing customer support with real-time, one-on-one support across their onboarding, learning, and trading activities. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Networks & Connectivity - 5G

Applicable Industries

Consumer Goods

Retail

Applicable Functions

Product Research & Development

Quality Assurance

Use Cases

Inventory Management

Real-Time Location System (RTLS)

Services

System Integration

Challenge

Angel Broking, one of the largest retail broking houses in India, was faced with the challenge of digitizing its offerings to appeal to tech-savvy individuals who are new to stock trading. The firm aimed to provide a convenient, easy-to-use platform for these digital natives to start their trading journey. The desired platform needed to offer a two-way, real-time digital messaging solution that would allow customers to onboard conveniently, trade easily, and resolve their queries quickly. The channel also needed to provide easy onboarding, ease of use for accessing educational resources, real-time communication for faster service updates, two-way communication for interactive and automated customer engagement, reliable service, fast connections between customers and an authorized person, and the use of rich media for superior customer experiences.

About Customer

Angel Broking is a financial services company established in 1987, with its headquarters in Mumbai. The company provides broking and advisory services, margin funding, loans against shares, and financial products. As of June 30, 2020, Angel Broking is one of the largest retail broking houses in India in terms of active clients on the National Stock Exchange of India (NSE), according to a CRISIL Report. The firm was looking to digitize its offering and appeal to tech-savvy individuals who are new to stock trading and looking to start their trading journey.

Solution

Angel Broking identified WhatsApp Business as the ideal channel for achieving its objectives, given its fast growth and wide adoption in India. Powered by Infobip, WhatsApp Business offered easy opt-in and onboarding, fast and secure two-way communication, real-time security alerts and service notifications, one-on-one support, and media message templates for automated rich notifications. After a brief discovery phase, a customized WhatsApp Business solution was designed to meet Angel Broking's specific requirements and use cases. These included facilitating key activities such as customer onboarding with automated welcome messages, informing and educating customers with access to online and downloadable content, enabling stock trading with personalized advice, and providing customer support with real-time, one-on-one support across their onboarding, learning, and trading activities.

Impact #1	With the implementation of WhatsApp Business, Angel Broking has successfully brought stock broking to a new demographic of digital-first customers. The firm now provides a reliable and engaging digital customer experience via a two-way communication channel. This has led to increased service adoption and customer engagement. The platform has enabled rapid onboarding and real-time support, making it easier for customers to start their trading journey. The use of rich media content has also enhanced the customer experience, providing them with easy access to educational resources and personalized advice for stock trading.

Impact #1

With the implementation of WhatsApp Business, Angel Broking has successfully brought stock broking to a new demographic of digital-first customers. The firm now provides a reliable and engaging digital customer experience via a two-way communication channel. This has led to increased service adoption and customer engagement. The platform has enabled rapid onboarding and real-time support, making it easier for customers to start their trading journey. The use of rich media content has also enhanced the customer experience, providing them with easy access to educational resources and personalized advice for stock trading.

Benefit #1	More than a third of customers (39%) now onboarded via the WhatsApp channel
Benefit #2	70% of onboarded WhatsApp customers are new to stock trading
Benefit #3	Almost half of customers (47%) engage via WhatsApp each month

Benefit #1

More than a third of customers (39%) now onboarded via the WhatsApp channel

Benefit #2

70% of onboarded WhatsApp customers are new to stock trading

Benefit #3

Almost half of customers (47%) engage via WhatsApp each month

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Overview

Angel Broking: Digitally Transforming Stock Broking with WhatsApp

Operational Impact

Quantitative Benefit