Infobip Case Studies Powering massive customer communication

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	Powering massive customer communication Infobip

Powering massive customer communication

Infobip

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Finance & Insurance
Applicable Functions	Business Operation Sales & Marketing
Services	System Integration
Challenge	The Nigerian branch of United Bank for Africa (UBA) was seeking a solution to enhance customer engagement and offer new, more convenient services. Given the prevalence of SMS-based mobile banking in Africa and Nigeria, the solution needed to support this widespread technology. Additionally, it needed to enable massive sending volumes, considering UBA’s large user base. Read More
About Customer	United Bank for Africa (UBA) is a leading African bank that provides a range of online and offline banking services to its customers. It offers consumer and investment/business banking in 19 African countries, as well as branches in the UK, US, and France. UBA is truly an international bank catering to the wide-ranging needs of its core customer base in Africa. The Nigerian branch of UBA was looking for a solution to improve engagement with its customers and provide them with new, more convenient services. Read More
Solution	UBA Nigeria selected Infobip’s mGate solution, a professional messaging gateway designed to integrate with the client’s database for event-based messaging, to improve customer communication through targeted SMS messages. Infobip also offers USSD technology, an interactive service available without a data connection and on every type of mobile phone. UBA Nigeria combined the two Infobip solutions in several instances to better serve the needs of its customers. In one example, an SMS message was sent to all UBA customers who had not yet linked their bank account to the BVN (Bank Verification Number) implemented by the Central Bank of Nigeria. Database integration enabled to identify such customers and automatically target them for a customised SMS message. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Finance & Insurance

Applicable Functions

Business Operation

Sales & Marketing

Services

System Integration

Challenge

The Nigerian branch of United Bank for Africa (UBA) was seeking a solution to enhance customer engagement and offer new, more convenient services. Given the prevalence of SMS-based mobile banking in Africa and Nigeria, the solution needed to support this widespread technology. Additionally, it needed to enable massive sending volumes, considering UBA’s large user base.

About Customer

United Bank for Africa (UBA) is a leading African bank that provides a range of online and offline banking services to its customers. It offers consumer and investment/business banking in 19 African countries, as well as branches in the UK, US, and France. UBA is truly an international bank catering to the wide-ranging needs of its core customer base in Africa. The Nigerian branch of UBA was looking for a solution to improve engagement with its customers and provide them with new, more convenient services.

Solution

UBA Nigeria selected Infobip’s mGate solution, a professional messaging gateway designed to integrate with the client’s database for event-based messaging, to improve customer communication through targeted SMS messages. Infobip also offers USSD technology, an interactive service available without a data connection and on every type of mobile phone. UBA Nigeria combined the two Infobip solutions in several instances to better serve the needs of its customers. In one example, an SMS message was sent to all UBA customers who had not yet linked their bank account to the BVN (Bank Verification Number) implemented by the Central Bank of Nigeria. Database integration enabled to identify such customers and automatically target them for a customised SMS message.

Impact #1	The SMS message invited customers to dial a USSD code and enter their BVN. The API-based USSD integration enabled to identify the bank customer based on their mobile number and link their BVN with their customer profile in the bank’s database.
Impact #2	In another example, UBA harnessed USSD technology to enable their customers to top up airtime on their mobile phones, on several of Nigeria’s mobile operators. UBA provided operators with the billing capability as provided by Infobip, and collected a small fee for each top up performed via USSD. This gave its customers another convenient way of topping up their prepaid mobile accounts, and a new revenue stream to the bank.

Impact #1

The SMS message invited customers to dial a USSD code and enter their BVN. The API-based USSD integration enabled to identify the bank customer based on their mobile number and link their BVN with their customer profile in the bank’s database.

Impact #2

In another example, UBA harnessed USSD technology to enable their customers to top up airtime on their mobile phones, on several of Nigeria’s mobile operators. UBA provided operators with the billing capability as provided by Infobip, and collected a small fee for each top up performed via USSD. This gave its customers another convenient way of topping up their prepaid mobile accounts, and a new revenue stream to the bank.

Benefit #1	The campaign had quite a success, with over 400,000 USSD sessions initiated to submit the BVN and thus meet one requirement implemented by the central bank.
Benefit #2	The success of the partnership is well illustrated by over a billion transactional SMS messages processed by Infobip on behalf of UBA.

Benefit #1

The campaign had quite a success, with over 400,000 USSD sessions initiated to submit the BVN and thus meet one requirement implemented by the central bank.

Benefit #2

The success of the partnership is well illustrated by over a billion transactional SMS messages processed by Infobip on behalf of UBA.

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Overview

Powering massive customer communication

Operational Impact

Quantitative Benefit