Infobip Case Studies Retailo: Enhancing Customer Experience and Boosting Revenue with Infobip

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	Retailo: Enhancing Customer Experience and Boosting Revenue with Infobip Infobip

Retailo: Enhancing Customer Experience and Boosting Revenue with Infobip

Infobip

Technology Category	Networks & Connectivity - 5G Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Consumer Goods Retail
Applicable Functions	Quality Assurance Sales & Marketing
Use Cases	Retail Store Automation Theft Detection
Services	Testing & Certification
Challenge	Retailo, a rapidly growing B2B startup, faced significant challenges in managing customer communication as the business expanded. The company lacked clear and consistent communication channels, which were crucial for maintaining quality interactions with their retailers. The existing call center was overwhelmed with the influx of requests, leading to increased waiting periods for customers and causing frustration. This situation also cost Retailo valuable opportunities to build its business during the establishment phase. The company needed a scalable, value-driven communication solution that could effectively distribute necessary information, such as daily updated price lists and SKU availability, to multiple companies. Read More
About Customer	Retailo, founded in July 2020 and headquartered in Riyadh, operates in Pakistan and KSA. It is the fastest-growing B2B startup in MENA and Pakistan, with over 700 employees spread across eight cities. Retailo has digitized retail supply chains in the region, serving over 35,000 active retailers who can access more than 2,000 SKUs from the Retailo app. The company's mission is to simplify the retail business and make supply chains easily accessible and beautifully uncomplicated. Retailo manages its vast operation through multiple warehouses that store inventory from hundreds of brands, many of which are direct Retailo partners. Read More
Solution	Retailo adopted Infobip's Conversations as its primary customer service platform. WhatsApp, which was natively integrated into Conversations, was chosen as the communication channel due to its widespread use, significant market penetration, and ease of use. Retailo also decided to use Urdu Roman, Urdu written in English letters, to maintain clear communication as it was the preferred language of their local network. Retailo's sales teams used Conversations to communicate business-critical information, especially daily changing price lists, with companies. Infobip's SMS and Voice solutions were also implemented to improve delivery rates and maintain high-quality customer support. Read More Log in to view content
Contents

Technology Category

Networks & Connectivity - 5G

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Consumer Goods

Retail

Applicable Functions

Quality Assurance

Sales & Marketing

Use Cases

Retail Store Automation

Theft Detection

Services

Testing & Certification

Challenge

Retailo, a rapidly growing B2B startup, faced significant challenges in managing customer communication as the business expanded. The company lacked clear and consistent communication channels, which were crucial for maintaining quality interactions with their retailers. The existing call center was overwhelmed with the influx of requests, leading to increased waiting periods for customers and causing frustration. This situation also cost Retailo valuable opportunities to build its business during the establishment phase. The company needed a scalable, value-driven communication solution that could effectively distribute necessary information, such as daily updated price lists and SKU availability, to multiple companies.

About Customer

Retailo, founded in July 2020 and headquartered in Riyadh, operates in Pakistan and KSA. It is the fastest-growing B2B startup in MENA and Pakistan, with over 700 employees spread across eight cities. Retailo has digitized retail supply chains in the region, serving over 35,000 active retailers who can access more than 2,000 SKUs from the Retailo app. The company's mission is to simplify the retail business and make supply chains easily accessible and beautifully uncomplicated. Retailo manages its vast operation through multiple warehouses that store inventory from hundreds of brands, many of which are direct Retailo partners.

Solution

Retailo adopted Infobip's Conversations as its primary customer service platform. WhatsApp, which was natively integrated into Conversations, was chosen as the communication channel due to its widespread use, significant market penetration, and ease of use. Retailo also decided to use Urdu Roman, Urdu written in English letters, to maintain clear communication as it was the preferred language of their local network. Retailo's sales teams used Conversations to communicate business-critical information, especially daily changing price lists, with companies. Infobip's SMS and Voice solutions were also implemented to improve delivery rates and maintain high-quality customer support.

Impact #1	The implementation of Infobip's Conversations platform led to a comprehensive transformation in Retailo's customer communication. The company was able to engage with their client base effectively, which significantly increased customer trust. With 100% message deliverability, Retailo managed to reduce costs by 50%. The expansion of their customer service also facilitated business expansion. Today, Retailo is the biggest Conversations client in Pakistan, with a customer care team that successfully handles hundreds of direct communications from their customer base of over 50,000 active retailers. Infobip's comprehensive reporting structure also enabled Retailo to monitor campaign performance and make necessary optimizations.

Impact #1

The implementation of Infobip's Conversations platform led to a comprehensive transformation in Retailo's customer communication. The company was able to engage with their client base effectively, which significantly increased customer trust. With 100% message deliverability, Retailo managed to reduce costs by 50%. The expansion of their customer service also facilitated business expansion. Today, Retailo is the biggest Conversations client in Pakistan, with a customer care team that successfully handles hundreds of direct communications from their customer base of over 50,000 active retailers. Infobip's comprehensive reporting structure also enabled Retailo to monitor campaign performance and make necessary optimizations.

Benefit #1	50% reduction in costs
Benefit #2	10% improvement in appointment show-up rate
Benefit #3	5% increase in overall revenue

Benefit #1

50% reduction in costs

Benefit #2

10% improvement in appointment show-up rate

Benefit #3

5% increase in overall revenue

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Overview

Retailo: Enhancing Customer Experience and Boosting Revenue with Infobip

Operational Impact

Quantitative Benefit