Infobip Case Studies Segari: Streamlining Customer Support with IoT for Enhanced Efficiency and Engagement

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	Segari: Streamlining Customer Support with IoT for Enhanced Efficiency and Engagement Infobip

Segari: Streamlining Customer Support with IoT for Enhanced Efficiency and Engagement

Infobip

Technology Category	Networks & Connectivity - 5G Platform as a Service (PaaS) - Application Development Platforms
Applicable Functions	Procurement Sales & Marketing
Use Cases	Real-Time Location System (RTLS) Time Sensitive Networking
Challenge	Segari, an online distribution platform for fresh produce in Indonesia, was facing a significant challenge in customer retention due to slow response rates and decentralization of data. The company was struggling to meet the high demand for customer support, and lacked the necessary metrics to measure agent performance. The situation was further exacerbated by the pandemic, which led to an increase in online orders and customer support demands. The company recognized the need to adopt digital customer support to improve engagement, personalize the customer experience, reduce churn, build trust, and convert every conversation into a new sale. Read More
About Customer	Segari is a rapidly growing online distribution platform for fresh produce, specializing in selling fruit, vegetables, meat, and household groceries. The company operates primarily in the Jakarta greater area, with plans for expansion. Segari's mission is to provide high-quality fresh produce to Indonesian households, while also streamlining the agricultural supply chain and empowering local communities. The company faced challenges in customer retention due to slow response rates and decentralization of data, particularly during the pandemic when online orders increased significantly. Read More
Solution	To address these challenges, Segari partnered with Infobip to set up a single interface that unified their data and delivered an end-to-end customer engagement journey. The Infobip communication platform provided Segari with a customer data platform, People CDP, to centralize their data and segment audiences for personalized promotions and campaigns. It also offered a customer engagement solution, Moments, to set up communication flows and automate the delivery of promotional messages. Additionally, the platform included a digital-first contact center solution, Conversations, that allowed customers to contact an agent effortlessly and enabled Segari to track agent performance. The platform also integrated the WhatsApp Business Platform for real-time interaction and promotional messaging with customers. Read More Log in to view content
Contents

Technology Category

Networks & Connectivity - 5G

Platform as a Service (PaaS) - Application Development Platforms

Applicable Functions

Procurement

Sales & Marketing

Use Cases

Real-Time Location System (RTLS)

Time Sensitive Networking

Challenge

Segari, an online distribution platform for fresh produce in Indonesia, was facing a significant challenge in customer retention due to slow response rates and decentralization of data. The company was struggling to meet the high demand for customer support, and lacked the necessary metrics to measure agent performance. The situation was further exacerbated by the pandemic, which led to an increase in online orders and customer support demands. The company recognized the need to adopt digital customer support to improve engagement, personalize the customer experience, reduce churn, build trust, and convert every conversation into a new sale.

About Customer

Segari is a rapidly growing online distribution platform for fresh produce, specializing in selling fruit, vegetables, meat, and household groceries. The company operates primarily in the Jakarta greater area, with plans for expansion. Segari's mission is to provide high-quality fresh produce to Indonesian households, while also streamlining the agricultural supply chain and empowering local communities. The company faced challenges in customer retention due to slow response rates and decentralization of data, particularly during the pandemic when online orders increased significantly.

Solution

To address these challenges, Segari partnered with Infobip to set up a single interface that unified their data and delivered an end-to-end customer engagement journey. The Infobip communication platform provided Segari with a customer data platform, People CDP, to centralize their data and segment audiences for personalized promotions and campaigns. It also offered a customer engagement solution, Moments, to set up communication flows and automate the delivery of promotional messages. Additionally, the platform included a digital-first contact center solution, Conversations, that allowed customers to contact an agent effortlessly and enabled Segari to track agent performance. The platform also integrated the WhatsApp Business Platform for real-time interaction and promotional messaging with customers.

Impact #1	The implementation of Infobip’s communication platform transformed Segari's customer service digitally. With real-time flexible support, customers were able to get the answers they needed quickly. The customer support agents became more efficient as workloads were lowered with automated routing. The enhanced trackability of various data allowed Segari to elevate their customer communication and deliver personalized experiences. The unified omnichannel communication approach resulted in a friction-free collection and unification of data, and an increase in agent efficiency and contact center performance. This holistic communication solution changed the way Segari approaches its online customer service, and they plan to continue using Conversations and Moments to provide personalized experiences and resolve queries faster and more efficiently.

Impact #1

The implementation of Infobip’s communication platform transformed Segari's customer service digitally. With real-time flexible support, customers were able to get the answers they needed quickly. The customer support agents became more efficient as workloads were lowered with automated routing. The enhanced trackability of various data allowed Segari to elevate their customer communication and deliver personalized experiences. The unified omnichannel communication approach resulted in a friction-free collection and unification of data, and an increase in agent efficiency and contact center performance. This holistic communication solution changed the way Segari approaches its online customer service, and they plan to continue using Conversations and Moments to provide personalized experiences and resolve queries faster and more efficiently.

Benefit #1	90% reduction in response time
Benefit #2	99.8% of support requests solved within 24hrs
Benefit #3	72 in NPS compared with 25 – 30 before using the solution

Benefit #1

90% reduction in response time

Benefit #2

99.8% of support requests solved within 24hrs

Benefit #3

72 in NPS compared with 25 – 30 before using the solution

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Overview

Segari: Streamlining Customer Support with IoT for Enhanced Efficiency and Engagement

Operational Impact

Quantitative Benefit