Infobip Case Studies Bukalapak: Enhancing Client Security and Conversion Rates with Two-Factor Authentication

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	Bukalapak: Enhancing Client Security and Conversion Rates with Two-Factor Authentication Infobip

Bukalapak: Enhancing Client Security and Conversion Rates with Two-Factor Authentication

Infobip

Technology Category	Cybersecurity & Privacy - Identity & Authentication Management Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	National Security & Defense Transportation
Applicable Functions	Logistics & Transportation
Use Cases	Last Mile Delivery Tamper Detection
Services	System Integration
Challenge	Bukalapak, one of the largest online marketplaces and ecommerce companies in Indonesia, was grappling with security breaches and low conversion rates. As an ecommerce business, ensuring the highest level of security for their users was paramount. This involved sending one-time PINs (OTP) for transactions, logins, and registrations, as well as for any account detail changes such as email or phone numbers. However, low OTP delivery rates were causing bottlenecks in the customer journey, preventing users from registering to the platform and completing transactions, thereby negatively impacting revenue and profits. Bukalapak had set a target success threshold for logins, checkouts, and transactions, which required OTP delivery to be fast, reliable, and cost-effective. Read More
About Customer	Bukalapak is one of the largest online marketplaces and ecommerce companies in Indonesia. The company has expanded into many areas beyond its origins, but still continues to prioritize empowering traditional mom-and-pop stores, or warungs, in the age of ecommerce. Security is a major concern for Bukalapak, as it is for any ecommerce business. They needed a solution that would provide the highest level of security for their users, while also improving conversion rates and positively impacting revenue and profits. Read More
Solution	To address these challenges, Bukalapak integrated two-factor authentication SMS into their in-house developed system using Infobip’s API. This allowed them to send OTPs for new user registrations and transactions, and also enabled them to send high-priority marketing messages for brand promotions and big events using SMS. The key features for Bukalapak were platform reliability and the message delivery success rate. Infobip’s platform offered monitoring features that enabled clients to track performance in real time. Bukalapak utilized these features to closely monitor delivery success rates and quickly identify any issues. Read More Log in to view content
Contents

Technology Category

Cybersecurity & Privacy - Identity & Authentication Management

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

National Security & Defense

Transportation

Applicable Functions

Logistics & Transportation

Use Cases

Last Mile Delivery

Tamper Detection

Services

System Integration

Challenge

Bukalapak, one of the largest online marketplaces and ecommerce companies in Indonesia, was grappling with security breaches and low conversion rates. As an ecommerce business, ensuring the highest level of security for their users was paramount. This involved sending one-time PINs (OTP) for transactions, logins, and registrations, as well as for any account detail changes such as email or phone numbers. However, low OTP delivery rates were causing bottlenecks in the customer journey, preventing users from registering to the platform and completing transactions, thereby negatively impacting revenue and profits. Bukalapak had set a target success threshold for logins, checkouts, and transactions, which required OTP delivery to be fast, reliable, and cost-effective.

About Customer

Bukalapak is one of the largest online marketplaces and ecommerce companies in Indonesia. The company has expanded into many areas beyond its origins, but still continues to prioritize empowering traditional mom-and-pop stores, or warungs, in the age of ecommerce. Security is a major concern for Bukalapak, as it is for any ecommerce business. They needed a solution that would provide the highest level of security for their users, while also improving conversion rates and positively impacting revenue and profits.

Solution

To address these challenges, Bukalapak integrated two-factor authentication SMS into their in-house developed system using Infobip’s API. This allowed them to send OTPs for new user registrations and transactions, and also enabled them to send high-priority marketing messages for brand promotions and big events using SMS. The key features for Bukalapak were platform reliability and the message delivery success rate. Infobip’s platform offered monitoring features that enabled clients to track performance in real time. Bukalapak utilized these features to closely monitor delivery success rates and quickly identify any issues.

Impact #1	The integration of Infobip's two-factor authentication SMS into Bukalapak's system resulted in a 4-5% increase in delivery rates, putting them over the targeted delivery rate success threshold. This had a positive impact on Bukalapak, with improved conversion rates and a sharp decline in account takeovers. The platform's monitoring features allowed for fast resolution of issues, further enhancing the user experience. These improvements combined to positively impact Bukalapak’s revenue and profit, as OTP issues were practically eliminated, which was a critical step in their business process. Bukalapak was also very satisfied with the professional relationship developed with Infobip, with fast response times from the account management team helping to quickly resolve any issues encountered.

Impact #1

The integration of Infobip's two-factor authentication SMS into Bukalapak's system resulted in a 4-5% increase in delivery rates, putting them over the targeted delivery rate success threshold. This had a positive impact on Bukalapak, with improved conversion rates and a sharp decline in account takeovers. The platform's monitoring features allowed for fast resolution of issues, further enhancing the user experience. These improvements combined to positively impact Bukalapak’s revenue and profit, as OTP issues were practically eliminated, which was a critical step in their business process. Bukalapak was also very satisfied with the professional relationship developed with Infobip, with fast response times from the account management team helping to quickly resolve any issues encountered.

Benefit #1	4-5% increase in delivery rates
Benefit #2	Improved conversion rates
Benefit #3	Sharp decline in account takeovers

Benefit #1

4-5% increase in delivery rates

Benefit #2

Improved conversion rates

Benefit #3

Sharp decline in account takeovers

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Overview

Bukalapak: Enhancing Client Security and Conversion Rates with Two-Factor Authentication

Operational Impact

Quantitative Benefit