Infobip Case Studies ComparTfon: Leveraging IoT for Enhanced Customer Engagement and Online Sales

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	ComparTfon: Leveraging IoT for Enhanced Customer Engagement and Online Sales Infobip

ComparTfon: Leveraging IoT for Enhanced Customer Engagement and Online Sales

Infobip

Technology Category	Analytics & Modeling - Real Time Analytics Networks & Connectivity - 5G
Applicable Industries	Finance & Insurance Telecommunications
Applicable Functions	Maintenance Sales & Marketing
Use Cases	Real-Time Location System (RTLS) Track & Trace of Assets
Services	Cloud Planning, Design & Implementation Services
Challenge	ComparTfon, a Mexican telecoms service provider and a division of Compartamos Banco, faced a significant challenge when the COVID-19 pandemic forced the closure of its offline sales channels. Despite their customers being adept mobile users, they were not accustomed to online shopping. The company needed to transition to a digital-only business model and guide its customers through the online purchase journey. The primary goal was to improve website conversion and reduce cart abandonment. To achieve this, ComparTfon needed to help customers navigate the online customer journey using a communication channel they trust, provide valuable real-time support in a cost-effective and scalable way, and capture customer feedback to identify improvement opportunities. Read More
About Customer	ComparTfon is a Mexican telecoms service provider and a part of Compartamos Banco, the largest microfinance bank in Latin America. The company uses telco data to assess credit risk and provide financial services, including credit cards, to individuals who would typically be excluded due to low credit scores. ComparTfon also offers affordable internet services for mobile phones. While their customers are proficient mobile users, they are not typically accustomed to online shopping. The company serves more than 2.5 million clients, many of whom have low credit scores but are low-risk credit customers. Read More
Solution	ComparTfon identified WhatsApp Business as the ideal channel for real-time customer communication during the online shopping experience. They partnered with Infobip, a strategic customer communications partner, for their end-to-end customer engagement tools, flexibility, and scale, and highly secure customer communications. ComparTfon used Infobip's Moments, an omnichannel customer engagement solution, to power its customer engagement strategy and track individual customer journeys. Conversations, Infobip's cloud contact center solution, provided real-time insights to contact center agents for relevant and valuable support. These integrated cloud tools helped ComparTfon capture customer insights for use across the organization. They enabled automated customer messaging flows, recovery of abandoned carts, data-driven decision-making, and proactive customer support. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Networks & Connectivity - 5G

Applicable Industries

Finance & Insurance

Telecommunications

Applicable Functions

Maintenance

Sales & Marketing

Use Cases

Real-Time Location System (RTLS)

Track & Trace of Assets

Services

Cloud Planning, Design & Implementation Services

Challenge

ComparTfon, a Mexican telecoms service provider and a division of Compartamos Banco, faced a significant challenge when the COVID-19 pandemic forced the closure of its offline sales channels. Despite their customers being adept mobile users, they were not accustomed to online shopping. The company needed to transition to a digital-only business model and guide its customers through the online purchase journey. The primary goal was to improve website conversion and reduce cart abandonment. To achieve this, ComparTfon needed to help customers navigate the online customer journey using a communication channel they trust, provide valuable real-time support in a cost-effective and scalable way, and capture customer feedback to identify improvement opportunities.

About Customer

ComparTfon is a Mexican telecoms service provider and a part of Compartamos Banco, the largest microfinance bank in Latin America. The company uses telco data to assess credit risk and provide financial services, including credit cards, to individuals who would typically be excluded due to low credit scores. ComparTfon also offers affordable internet services for mobile phones. While their customers are proficient mobile users, they are not typically accustomed to online shopping. The company serves more than 2.5 million clients, many of whom have low credit scores but are low-risk credit customers.

Solution

ComparTfon identified WhatsApp Business as the ideal channel for real-time customer communication during the online shopping experience. They partnered with Infobip, a strategic customer communications partner, for their end-to-end customer engagement tools, flexibility, and scale, and highly secure customer communications. ComparTfon used Infobip's Moments, an omnichannel customer engagement solution, to power its customer engagement strategy and track individual customer journeys. Conversations, Infobip's cloud contact center solution, provided real-time insights to contact center agents for relevant and valuable support. These integrated cloud tools helped ComparTfon capture customer insights for use across the organization. They enabled automated customer messaging flows, recovery of abandoned carts, data-driven decision-making, and proactive customer support.

Impact #1	The implementation of Infobip’s customer engagement solutions has transformed ComparTfon into a data-driven, customer-centered organization. The use of WhatsApp Business, along with Moments and Conversations, has made it easier for customers to get help, complete purchases, and feel valued. The solutions have also enabled ComparTfon to provide proactive customer support and engagement, leading to reduced resolution times. The ability to quickly identify patterns, opportunities, and potential issues has further enhanced operational efficiency. The company has been able to recover abandoned purchase opportunities and refine lead scoring models, thereby improving the effectiveness of its online sales channel.

Impact #1

The implementation of Infobip’s customer engagement solutions has transformed ComparTfon into a data-driven, customer-centered organization. The use of WhatsApp Business, along with Moments and Conversations, has made it easier for customers to get help, complete purchases, and feel valued. The solutions have also enabled ComparTfon to provide proactive customer support and engagement, leading to reduced resolution times. The ability to quickly identify patterns, opportunities, and potential issues has further enhanced operational efficiency. The company has been able to recover abandoned purchase opportunities and refine lead scoring models, thereby improving the effectiveness of its online sales channel.

Benefit #1	Continual improvements in conversion rate
Benefit #2	Significant reduction in cart abandonment rates
Benefit #3	Efficient development of the digital channel despite COVID-19

Benefit #1

Continual improvements in conversion rate

Benefit #2

Significant reduction in cart abandonment rates

Benefit #3

Efficient development of the digital channel despite COVID-19

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Overview

ComparTfon: Leveraging IoT for Enhanced Customer Engagement and Online Sales

Operational Impact

Quantitative Benefit