Infobip Case Studies King Power Click: Enhancing Customer Satisfaction through Automated Messaging

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	King Power Click: Enhancing Customer Satisfaction through Automated Messaging Infobip

King Power Click: Enhancing Customer Satisfaction through Automated Messaging

Infobip

Technology Category	Networks & Connectivity - 5G Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Electrical Grids Retail
Applicable Functions	Logistics & Transportation Procurement
Use Cases	Last Mile Delivery
Challenge	King Power Click (KPC), a sister company of King Power International Group, the largest duty-free retailer in Thailand, was facing a challenge in improving their communication with customers. The company aimed to streamline the overall online shopping experience, from the point of purchase to post-delivery. KPC wanted to provide customers with sufficient information to ensure successful receipt of their orders. This involved notifying customers about successful payments and alerting them when their packages were ready for pick-up. Additionally, KPC was keen on increasing the number of its loyalty card members. Read More
About Customer	King Power Click is a digital eCommerce platform that enables customers to make duty-free travel purchases online. It is a sister company of King Power International Group, the largest duty-free retailer in Thailand. The company operates through its website and the King Power application, offering a wide range of products to its customers. KPC is committed to enhancing the online shopping experience for its customers, from the point of purchase to delivery. It also operates a loyalty card program to reward its regular customers. Read More
Solution	To address these challenges, KPC decided to integrate Infobip’s platform with their Customer Relationship Management (CRM) system to set up automated messaging. Infobip had been a trusted partner of King Power International since 2015, making it a logical choice for KPC. The integration allowed KPC to send timely notifications to customers who made a purchase. These messages included order confirmations, pick-up alerts, and reminders. Furthermore, KPC was able to send one-time PINs (OTPs) to customers who signed up for their loyalty card membership, simplifying and speeding up the onboarding process. Read More Log in to view content
Contents

Technology Category

Networks & Connectivity - 5G

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Electrical Grids

Retail

Applicable Functions

Logistics & Transportation

Procurement

Use Cases

Last Mile Delivery

Challenge

King Power Click (KPC), a sister company of King Power International Group, the largest duty-free retailer in Thailand, was facing a challenge in improving their communication with customers. The company aimed to streamline the overall online shopping experience, from the point of purchase to post-delivery. KPC wanted to provide customers with sufficient information to ensure successful receipt of their orders. This involved notifying customers about successful payments and alerting them when their packages were ready for pick-up. Additionally, KPC was keen on increasing the number of its loyalty card members.

About Customer

King Power Click is a digital eCommerce platform that enables customers to make duty-free travel purchases online. It is a sister company of King Power International Group, the largest duty-free retailer in Thailand. The company operates through its website and the King Power application, offering a wide range of products to its customers. KPC is committed to enhancing the online shopping experience for its customers, from the point of purchase to delivery. It also operates a loyalty card program to reward its regular customers.

Solution

To address these challenges, KPC decided to integrate Infobip’s platform with their Customer Relationship Management (CRM) system to set up automated messaging. Infobip had been a trusted partner of King Power International since 2015, making it a logical choice for KPC. The integration allowed KPC to send timely notifications to customers who made a purchase. These messages included order confirmations, pick-up alerts, and reminders. Furthermore, KPC was able to send one-time PINs (OTPs) to customers who signed up for their loyalty card membership, simplifying and speeding up the onboarding process.

Impact #1	The integration of Infobip’s platform with KPC's CRM system resulted in a more streamlined and efficient communication process with customers. By introducing SMS as a new communication channel for notifications, alerts, and OTPs, KPC was able to optimize processes and offer a seamless purchasing experience for customers. This led to an increase in customer satisfaction by up to 15%. Additionally, the number of KPC loyalty card members also saw a significant increase. The local Infobip support team was instrumental in quickly resolving any issues that arose, further enhancing the operational efficiency of KPC.

Impact #1

The integration of Infobip’s platform with KPC's CRM system resulted in a more streamlined and efficient communication process with customers. By introducing SMS as a new communication channel for notifications, alerts, and OTPs, KPC was able to optimize processes and offer a seamless purchasing experience for customers. This led to an increase in customer satisfaction by up to 15%. Additionally, the number of KPC loyalty card members also saw a significant increase. The local Infobip support team was instrumental in quickly resolving any issues that arose, further enhancing the operational efficiency of KPC.

Benefit #1	15% increase in customer satisfaction
Benefit #2	Significant increase in the number of KPC loyalty card members

Benefit #1

15% increase in customer satisfaction

Benefit #2

Significant increase in the number of KPC loyalty card members

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Overview

King Power Click: Enhancing Customer Satisfaction through Automated Messaging

Operational Impact

Quantitative Benefit