Infobip Case Studies ChatFin: Streamlining Vehicle License Renewal with WhatsApp Chatbot

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	ChatFin: Streamlining Vehicle License Renewal with WhatsApp Chatbot Infobip

ChatFin: Streamlining Vehicle License Renewal with WhatsApp Chatbot

Infobip

Technology Category	Application Infrastructure & Middleware - Event-Driven Application Robots - Autonomous Guided Vehicles (AGV)
Applicable Industries	Automotive Transportation
Applicable Functions	Logistics & Transportation
Use Cases	Chatbots Vehicle Performance Monitoring
Challenge	Every day, thousands of South Africans face the tedious task of renewing their vehicle licenses. The traditional methods involved either spending hours in queues at regional licensing departments or getting it done at the Post Office. Both options were time-consuming and inconvenient for vehicle owners. ChatFin, a solution, application, and investment provider in the financial services industry, identified this gap in the market. They saw an opportunity to offer a digital intermediary service for vehicle owners, aiming to automate parts of the process and enable customers to complete the renewal on their preferred channel. Read More
About Customer	ChatFin is a solution, application, and investment provider in the financial services industry, specifically focusing on WhatsApp in Financial Services. They believe that integrating WhatsApp into business and processes can be a game-changer for both large and small businesses. The effective integration of WhatsApp requires a dedicated focus to succeed given that it is relatively new to the business world and has exponential potential. ChatFin identified a gap in the market to offer a digital intermediary service for vehicle owners in South Africa, aiming to automate the vehicle license renewal process and enable customers to complete the renewal on their preferred channel. Read More
Solution	ChatFin decided to implement a chatbot on the WhatsApp Business Platform, a platform used by 1.6 billion people in over 180 countries. The green checkmark for channel verification on WhatsApp assures customers that they are communicating with the correct business, avoiding potential fraud. ChatFin partnered with Infobip, a WhatsApp Business Solution provider, to build personalized communication strategies as part of the automation process. The result was a chatbot in the form of the ChatBack application. Now, all car owners in South Africa can renew their vehicle license over WhatsApp in less than two minutes, saving them from waiting in long queues. The process is initiated by visiting the ChatBack website or adding ChatBack to their contacts and texting 'renew' over WhatsApp. Once the user answers the chatbot’s questions, ChatFin processes the renewal application through the relevant authorities. Clients can choose between paperless delivery or delivery to their door. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Event-Driven Application

Robots - Autonomous Guided Vehicles (AGV)

Applicable Industries

Automotive

Transportation

Applicable Functions

Logistics & Transportation

Use Cases

Chatbots

Vehicle Performance Monitoring

Challenge

Every day, thousands of South Africans face the tedious task of renewing their vehicle licenses. The traditional methods involved either spending hours in queues at regional licensing departments or getting it done at the Post Office. Both options were time-consuming and inconvenient for vehicle owners. ChatFin, a solution, application, and investment provider in the financial services industry, identified this gap in the market. They saw an opportunity to offer a digital intermediary service for vehicle owners, aiming to automate parts of the process and enable customers to complete the renewal on their preferred channel.

About Customer

ChatFin is a solution, application, and investment provider in the financial services industry, specifically focusing on WhatsApp in Financial Services. They believe that integrating WhatsApp into business and processes can be a game-changer for both large and small businesses. The effective integration of WhatsApp requires a dedicated focus to succeed given that it is relatively new to the business world and has exponential potential. ChatFin identified a gap in the market to offer a digital intermediary service for vehicle owners in South Africa, aiming to automate the vehicle license renewal process and enable customers to complete the renewal on their preferred channel.

Solution

ChatFin decided to implement a chatbot on the WhatsApp Business Platform, a platform used by 1.6 billion people in over 180 countries. The green checkmark for channel verification on WhatsApp assures customers that they are communicating with the correct business, avoiding potential fraud. ChatFin partnered with Infobip, a WhatsApp Business Solution provider, to build personalized communication strategies as part of the automation process. The result was a chatbot in the form of the ChatBack application. Now, all car owners in South Africa can renew their vehicle license over WhatsApp in less than two minutes, saving them from waiting in long queues. The process is initiated by visiting the ChatBack website or adding ChatBack to their contacts and texting 'renew' over WhatsApp. Once the user answers the chatbot’s questions, ChatFin processes the renewal application through the relevant authorities. Clients can choose between paperless delivery or delivery to their door.

Impact #1	The launch of the ChatBack solution marked a new era of convenience for South African vehicle owners. Shortly after its launch in 2019, ChatBack saw a surge in usage, receiving up to 44,000 messages in one day during a peak period. The rise of the COVID-pandemic further drove the growth of the business, as vehicle owners sought to minimize physical contact and exposure to the virus. As of February 2022, ChatFin engaged with 118,000 customers through 3 million messages since introducing its WhatsApp service, processing 3,000 transactions and messages per day. The convenience of this service is evident in the fact that 41% of their customers renewed more than one vehicle through ChatBack.

Impact #1

The launch of the ChatBack solution marked a new era of convenience for South African vehicle owners. Shortly after its launch in 2019, ChatBack saw a surge in usage, receiving up to 44,000 messages in one day during a peak period. The rise of the COVID-pandemic further drove the growth of the business, as vehicle owners sought to minimize physical contact and exposure to the virus. As of February 2022, ChatFin engaged with 118,000 customers through 3 million messages since introducing its WhatsApp service, processing 3,000 transactions and messages per day. The convenience of this service is evident in the fact that 41% of their customers renewed more than one vehicle through ChatBack.

Benefit #1	118,000 customers engaged
Benefit #2	3 million messages exchanged
Benefit #3	3,000 transactions and messages processed per day

Benefit #1

118,000 customers engaged

Benefit #2

3 million messages exchanged

Benefit #3

3,000 transactions and messages processed per day

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Overview

ChatFin: Streamlining Vehicle License Renewal with WhatsApp Chatbot

Operational Impact

Quantitative Benefit