Infobip Case Studies dahmakan: Enhancing Customer Experience and Reducing Costs with SMS

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	dahmakan: Enhancing Customer Experience and Reducing Costs with SMS Infobip

dahmakan: Enhancing Customer Experience and Reducing Costs with SMS

Infobip

Technology Category	Networks & Connectivity - 5G
Applicable Industries	Transportation
Applicable Functions	Logistics & Transportation Quality Assurance
Use Cases	Last Mile Delivery Visual Quality Detection
Services	Testing & Certification
Challenge	dahmakan, a food delivery service in South East Asia, was facing a challenge with low conversion rates. The company was primarily using email and push notifications to communicate with their customers about order confirmations, delivery updates, and promotions. However, they noticed that SMS had a better conversion rate for certain types of messages in the local market due to high delivery rates and the customer’s ability to easily save and refer to messages. The use of SMS as a communication channel was secondary as it was expensive through their previous service provider. Read More
About Customer	dahmakan is a food delivery service in South East Asia, specializing in authentic home-cooked flavors prepared by 5-star chefs. The company operates a centralized service model, from the kitchen to the delivery service as well as their website and app. dahmakan runs an efficient service model based on delivery times that coincide with lunch and dinner hours, which is more cost effective and lets them provide inexpensive, high quality, freshly prepared meals. The company currently operates in Malaysia and Thailand with a user base of over one million. Read More
Solution	In order to leverage the popularity of SMS for daily customer communications, dahmakan consulted with Infobip and ran an experiment to test their theory. They used all three channels (Push, Email, and SMS) in a promotional campaign and the results showed that SMS had the highest conversion rate. Consequently, dahmakan used Infobip’s API to make SMS their predominant channel for daily communication at local rates, which reduced their costs by 30%. Infobip provided dahmakan with quality support and a quicker response time, due to local offices and regional expertise. With a dedicated Customer Success Manager, dahmakan was supported through the move between providers as well as implementing new growth strategies. Read More Log in to view content
Contents

Technology Category

Networks & Connectivity - 5G

Applicable Industries

Transportation

Applicable Functions

Logistics & Transportation

Quality Assurance

Use Cases

Last Mile Delivery

Visual Quality Detection

Services

Testing & Certification

Challenge

dahmakan, a food delivery service in South East Asia, was facing a challenge with low conversion rates. The company was primarily using email and push notifications to communicate with their customers about order confirmations, delivery updates, and promotions. However, they noticed that SMS had a better conversion rate for certain types of messages in the local market due to high delivery rates and the customer’s ability to easily save and refer to messages. The use of SMS as a communication channel was secondary as it was expensive through their previous service provider.

About Customer

dahmakan is a food delivery service in South East Asia, specializing in authentic home-cooked flavors prepared by 5-star chefs. The company operates a centralized service model, from the kitchen to the delivery service as well as their website and app. dahmakan runs an efficient service model based on delivery times that coincide with lunch and dinner hours, which is more cost effective and lets them provide inexpensive, high quality, freshly prepared meals. The company currently operates in Malaysia and Thailand with a user base of over one million.

Solution

In order to leverage the popularity of SMS for daily customer communications, dahmakan consulted with Infobip and ran an experiment to test their theory. They used all three channels (Push, Email, and SMS) in a promotional campaign and the results showed that SMS had the highest conversion rate. Consequently, dahmakan used Infobip’s API to make SMS their predominant channel for daily communication at local rates, which reduced their costs by 30%. Infobip provided dahmakan with quality support and a quicker response time, due to local offices and regional expertise. With a dedicated Customer Success Manager, dahmakan was supported through the move between providers as well as implementing new growth strategies.

Impact #1	The introduction of SMS as the primary communication channel has had a positive impact on customer experience. Customers can now receive notifications without having the app installed and it is easier for them to store and access SMS promo codes compared to push notifications. dahmakan now also uses SMS to inform their delivery staff about canceled orders and Cash on Delivery (CoD) so that drivers know exactly how much they have to bring back at the end of a shift. The company believes that SMS will help them provide a better service to their customers as they continue to expand in Kuala Lumpur and Thailand.

Impact #1

The introduction of SMS as the primary communication channel has had a positive impact on customer experience. Customers can now receive notifications without having the app installed and it is easier for them to store and access SMS promo codes compared to push notifications. dahmakan now also uses SMS to inform their delivery staff about canceled orders and Cash on Delivery (CoD) so that drivers know exactly how much they have to bring back at the end of a shift. The company believes that SMS will help them provide a better service to their customers as they continue to expand in Kuala Lumpur and Thailand.

Benefit #1	Doubled conversion rates
Benefit #2	30% cost reduction in communication
Benefit #3	Increased use of SMS as a communication channel due to better rates

Benefit #1

Doubled conversion rates

Benefit #2

30% cost reduction in communication

Benefit #3

Increased use of SMS as a communication channel due to better rates

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Overview

dahmakan: Enhancing Customer Experience and Reducing Costs with SMS

Operational Impact

Quantitative Benefit