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Indosat Ooredoo, Indonesia’s second-largest mobile operator, was facing a stagnation in its A2P SMS revenue. The company had initially seen exponential growth in this area, but over time, the revenue began to plateau. This was largely due to the increasing interest in A2P SMS from different teams and verticals within the company, leading to inconsistent pricing across departments. This imbalance in A2P pricing between wholesale and enterprise customers was affecting both international and domestic traffic. In some cases, when wholesale pricing was increased, traffic would simply switch to another vertical within Indosat Ooredoo, such as enterprise or consumer. The company recognized the need for a tool to help coordinate market approach and pricing details. They decided to partner with a single A2P SMS provider to manage all A2P SMS traffic and ensure harmonized pricing across different departments. The partner also needed to eliminate grey routes and provide consistent A2P SMS revenue growth.

Jazz, Pakistan’s largest mobile network operator, was facing a challenge in providing a quick self-service option for their 59 million subscribers. As a market leader with a goal to digitalize customer care, Jazz was seeking a way to enhance the overall customer experience. Previously, Jazz customers had to visit service centers or call customer support to receive tax certificates or duplicate bills, processes that often took up to 24 hours to complete. This lack of self-service led to high volumes of calls being made to Jazz’s call center and many visits to their service centers. Jazz wanted to provide self-service options to customers over their favorite chat app – WhatsApp.

Juros Baixos, a leading online financial product marketplace in Brazil, was facing a significant challenge in creating efficient message flows and sequential campaigns to guide customers through its multi-step loan approval process. The company had over 30 financial product providers on its platform, each with specific processes requiring tailored messaging. Despite trying various CRM system providers, Juros Baixos lacked a central platform that could connect all 30 messaging systems to the main marketplace system and had minimal SMS automation capabilities. This resulted in long wait times for customers, often up to 24 hours, as they were transferred from one system to another. Furthermore, Juros Baixos lacked clear insight into the performance of its marketing efforts. The company needed a central hub to connect all its messaging systems, automate communication over both SMS and email, and provide access to analytics and performance overviews.

Kakao, the company behind the popular South Korean instant messaging app, KakaoTalk, faced a significant challenge with its new user registration process. As part of the registration, new users were required to verify their identity using two-factor authentication (2FA), which involved the delivery of one-time PINs (OTPs) via SMS. However, the domestic SMS provider that Kakao initially used for OTP delivery was unreliable, leading to delayed or completely unsuccessful PIN deliveries. This issue negatively impacted Kakao’s new customers due to poor connection and frequent technical issues. The company was in dire need of a reliable global SMS provider that could not only ensure the successful delivery of OTPs but also provide real-time delivery reporting to maintain a high quality of service.

Kibon, a renowned ice cream brand in Brazil and part of Unilever, faced a challenge in streamlining its B2B communications and campaign management for its tech-savvy business partners. These partners, including bakeries, bars, and cafeterias, were instrumental in bringing Kibon's products to the streets of Brazil. However, as these partners transitioned to digital forms of communication, Kibon needed to adapt and find new ways to make the customer journey from purchase to maintenance seamless. The challenge was to find a suitable technology partner and communication channel that could provide real-time assistance to their business partners, quickly launch campaigns, increase customer engagement and retention, and expedite Kibon's digital transformation journey.

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.

KINZ, Jordan’s leading subscription-based CRM platform, faced a significant challenge in maintaining the accuracy and integrity of its corporate data. The company's manual and disjointed data validation and client authentication processes were labor-intensive and inefficient. Staff had to manually divide contacts, make cold calls, update contact details on spreadsheets, and upload them onto the CRM. This resulted in a disjointed effort in unifying data, overburdened staff, increased costs due to manual processes, and an over-reliance on phone calls. Additionally, KINZ needed to ensure the security of the information on their platform and verify that it was only being accessed by their business clients. The company needed a single communication platform that could automate their processes, collect and unify data without manual hindrances, and verify existing clients while still providing an excellent customer experience.

LankaBangla, Bangladesh’s leading integrated financial services institution, faced a significant challenge in maintaining customer relationships and trust around their credit card portfolio. The company needed to proactively communicate promotions, reminders, transaction updates, and notifications to its customers. However, using their own server for sending out bulk SMS and Emails to their customer base posed certain challenges. They were unable to track, analyze, and measure SMS and Email performance due to the absence of metrics and consumer insights. This resulted in low delivery rates, hovering between 50% to 60%. The lack of personalization and inability to analyze consumer behavior in real time to tailor their products and services accordingly was a major issue. LankaBangla needed a dynamic communication solution that would help them send data-driven messages at scale.

Leanpay, a fintech start-up based in Slovenia, was faced with the challenge of creating a secure and simple onboarding experience for new users of its financing app. The company needed to quickly establish a large and engaged user base that was primed to explore their services. As part of their go-to-market strategy, Leanpay recognized the importance of the onboarding process in making a lasting first impression on customers that would encourage positive reviews and referrals. The first step for customers during the onboarding process was downloading the Leanpay app and registering for an account, from which they could then manage and authorize transactions. Leanpay’s goal was to make creating an account for transactions hassle-free and, above all, secure.

LEAP Summit, South-East Europe’s biggest international conference for young professionals and thought leaders, faced a significant challenge in communicating with its attendees. The summit, which hosts over 3,000 attendees from more than 100 countries, needed a reliable and efficient way to keep participants informed about the event's schedule, including any changes in time or speakers. The existing communication method, an official app, was not effective as attendee engagement had dropped over the years. Attendees often missed important notifications about workshops, parties, and awards ceremonies as no reminders were sent outside of the app. This resulted in an overload of queries directed at the event staff, who were tasked with providing basic event information. The challenge was to find a communication channel that was familiar and actively used by the attendees, ensuring that important notifications would be delivered and read.

LINE TAXI, a ride-hailing service, was facing two major challenges. Firstly, delays due to traffic jams and road construction were leading to diminishing trust between drivers and passengers. Riders felt let down as they weren't informed of delays to their journey. Secondly, as LINE TAXI grew in popularity, data privacy became a significant concern. The company wanted to streamline the process of booking a ride and boost engagement between drivers and passengers, but the increasing concern over data privacy was a significant hurdle. The company needed a solution that would not only reignite trust but also increase data privacy.

Mahindra Auto, India’s largest vehicle manufacturer, was facing a challenge in delivering critical, real-time information to its car dealers. The car dealers, who are at the forefront of the car purchasing journey, had to endure a lengthy process to obtain information that would help buyers choose the right car and complete their purchase. This time-consuming process resulted in frustration and inefficiency. Mahindra Auto was in need of an easy-to-use solution that could deliver real-time information to help the dealers plan and track funds and inventory more effectively.

Marham, a Pakistani healthcare app, was facing a significant challenge in improving its SMS delivery rates and increasing brand trust. The app, which connects patients and doctors, was using SMS to schedule appointments and send reminders. However, issues arose with messages from alphanumeric senders not being delivered to people subscribed to the DND (do not disturb) list. The lack of delivery reports led to a high customer complaint rate. Additionally, Marham faced difficulties with SMS delivery to ported numbers or patients who changed their service provider and found it challenging to send bulk promotional messages to their users. With 15,000 bookings per month and 500,000 visits to their website, Marham needed to find a more reliable communication channel to notify their patients and improve their delivery rates.

medGo, a leading digital recruitment platform for hospitals and clinics in France, faced a significant challenge in ensuring effective communication between hospitals and healthcare workers. The platform was primarily using SMS as a communication channel to notify nurses of new position openings, confirm appointments, and receive availability updates. However, the message delivery rate was only 85-90%, which was insufficient for the platform's needs. This low delivery rate resulted in many hospital positions remaining vacant, healthcare workers missing out on job opportunities, and patients not receiving the necessary care due to the lack of staff.

During the COVID-19 pandemic, Mediclinic faced the challenge of screening every person entering their facilities, as per regulatory requirements. The screening process differed for health care workers, patients, and visitors. The biggest challenge was screening visitors, as it was difficult to communicate with them in advance and implement a solution that would meet regulatory requirements and streamline access into the hospitals. The initial screening was performed manually using paper-based forms, which was a slow process that resulted in bottlenecks at the entrances and required additional staff to monitor. The problem was amplified when more visitors were allowed back into the hospitals, with more than 15,000 people visiting patients and doctors’ consulting rooms a day. It was clear that an electronic solution was required to reduce the administrative process, streamline the access and ensure a safe environment.

Milaap, South Asia’s largest crowdfunding platform for personal causes and healthcare emergencies, faced a significant challenge in effectively engaging its donor community. The platform, which has transformed the way India gives to those in need, needed a more efficient way to communicate with its donors, 60% of whom are based in India. The existing communication channels, SMS and email, had relatively low delivery and open rates, which hindered Milaap's ability to drive traffic to the platform and increase donations. To overcome this challenge, Milaap required a digital messaging solution that could facilitate fast, secure, two-way communication and had wide consumer adoption in India.

MrSpeedy, a part of the Dostavista group, is a leading player in the same-day delivery service industry with a presence in 11 countries. The company faced a unique challenge during the Coronavirus pandemic when the Malaysian government implemented a Movement Control Order (MCO). This led to a sudden surge in demand for their services as essential services like takeaways, utilities, and groceries became heavily reliant on same-day deliveries. The demand for MrSpeedy's services grew tenfold overnight. The company saw its orders from the food and beverage industry grow from 40% to 70%, with a significant increase in orders for basic essentials. Despite the business opportunity, the sudden increase in demand posed a challenge. With a limited workforce and new safety rules for drivers, MrSpeedy had to ensure reliable service and constant customer support while working remotely.

Mukuru, a leading financial services platform, was facing a challenge in making its services more accessible to its customers. The company, which primarily serves the emerging African market and migrant workers, offers affordable international money transfers and other financial services. Prior to 2019, the channels available to customers included the Mukuru mobile site, app, and USSD. However, the company wanted to provide an additional channel that offered better functionality than USSD and was frequently used by its customers. The goal was to make transactions and support more accessible and efficient for its users.

Muthoot FinCorp, a leading financial conglomerate in India, was faced with the challenge of increasing digital adoption and engaging with a younger audience. The company, which provides a range of financial services including gold loans, automobile loans, small business loans, and more, embarked on a digital transformation journey to extend its customer reach with an omnichannel approach. However, the majority of their customers belonged to the middle and lower-middle classes and were not digitally savvy. The marketing team also had to deal with multilingual communications due to India’s vast demographics. The shift from traditional touchpoints to digital ones was accelerated by the pandemic. The company needed to be omnipresent on digital channels, reach customers on channels that would make digital adoption easier, and ensure efficient and real-time customer support.

Mutua Madrileña, one of Spain’s largest insurance companies, faced the challenge of reaching its customers who were increasingly present on digital channels. With 74% of its customers using digital platforms, the company wanted to leverage existing channels to support and reach its customers, rather than just building new apps. The COVID-19 pandemic further accelerated this need as more people started using WhatsApp to communicate with friends, family, and brands. The company recognized the need to be present on WhatsApp to enhance conversational commerce and free up existing agents to handle more complex customer service queries.

Nickel, a French company founded in 2014, aimed to provide bank account and payment card access to everyone at minimal cost through non-traditional banking channels like tobacconists. The company's 'virtual banking' model was based on providing fast, simple service to its clients. However, Nickel faced a challenge in optimizing costs and offering reliable communications to enable faster and easier client onboarding. Despite having SMS and two-factor authentication in place, Nickel wanted to streamline the onboarding process and efficiently communicate with their customers. Since all of Nickel’s customers use mobile phones, the company decided to streamline onboarding through the use of two-factor authentication in the form of one-time PINs. The service had to be extremely reliable as customers were performing sensitive financial transactions on the Nickel platform.

Nissan Saudi Arabia, with a strong heritage dating back to the 1950s, has always prided itself on catering to customers’ needs, creating positive interactions, and building a positive brand image. However, the company faced a challenge in finding the right communication method to cater to customers 24/7. The primary communication channel was a call center, where queries were routed from a website-based chatbot. Due to working hours limitations, customers were not catered to around the clock. The previous chatbot was only available via one channel and accessed through their main website. Analysis of the chatbot user behavior revealed that it was limiting customer penetration to Nissan Saudi Arabia’s services and products. The company realized the impact of delay in response time on customer experience and sought to adopt new communication channels to champion two-way communication with customers.

NLB Banka, a leading financial institution in Montenegro, was facing a challenge of low customer reach and ineffective use of contact center resources. Despite being a tech-savvy bank with a mobile-first audience, NLB Banka was struggling to engage its customers effectively. The bank had been using SMS to communicate with customers since 2012, through Infobip’s secure communications platform. However, considering the popularity of instant messaging platforms in Montenegro, especially Viber, NLB Banka realized the need to expand to new communication channels while maintaining information security. A secondary goal was to increase the effectiveness of the sales resources in their contact center.

Oladoc, the largest digital healthcare platform in Pakistan, was facing a significant challenge with low SMS delivery rates, which was leading to low customer retention and patient show-up rates. Many patients using the platform were not receiving appointment confirmations or reminders due to these low delivery rates. Furthermore, due to literacy rates in Pakistan, many patients who did receive Oladoc notifications were not familiar with the style of communication and found it hard to understand the messages they received. As a result, they disregarded the messages, leading to missed appointments. These combined challenges were affecting the healthcare platform’s overall customer satisfaction and retention rates. Oladoc realized that to improve patient satisfaction and loyalty, they needed to work with a messaging provider that could guarantee higher SMS delivery rates and provide a more relatable and personalized experience.

One Acre Fund, a non-profit organization that provides asset-based financing and agricultural training to approximately 1.5 million farmers in East Africa, faced a significant challenge in its communication with farmers. In 2016, the organization introduced an interactive mobile channel using two-way SMS to communicate with farmers for non-seasonal orders. However, the service provider only offered a prepaid model and the level of service was found to be subpar. The limited functionality of the SMS channel also created a disconnect between the farmers and the organization, hindering effective communication and service delivery.

Mobyquest, a leading provider of MMS based solutions for mobile communication channels, was facing a significant challenge due to poor performance from past partners. The company needed a new communications API that could provide the most accurate phone number insight, with the lowest latency and cost. Despite having exclusive agreements with telecommunications operators, Mobyquest was struggling to determine the correct carrier for each phone number in its database. This was causing inefficiencies in their operations and increasing their overall communications costs.

Monjin, a company aiming to revolutionize the recruitment process, sought to build a reliable, scalable video platform to facilitate candidate interviews and connect businesses with job-seeking talent. The goal was to create an online platform and a network of industry experts who would evaluate candidates and students on their basic skills, providing employers with access to a wide variety of pre-vetted profiles and recorded interviews. This solution aimed to address two critical problems in the hiring market: the time-consuming challenge of discovering talent, and the logistical costs associated with face-to-face interviews. To make this platform the best it could be, Monjin needed an API platform that could serve as the foundation for the video interactions - globally, at scale, and reliably. Furthermore, the platform needed to be user-friendly, requiring no software or application downloads from users, and comply with all relevant data privacy and information security laws and regulations.

PresenceLearning aimed to optimize the use of time with qualified clinical professionals while still offering a personalized service to students in need. However, to deliver therapy at scale, the company needed secure and reliable video conferencing technology that would work well even in settings with lower bandwidth. This was a particular challenge for many rural school districts that rely on teletherapy to serve their students with special needs. Without teletherapy, those students would not be able to receive the critical support they need to succeed in school due to a scarcity of qualified clinical professionals nationwide.

MTD, a world leader in outdoor power equipment, was facing a significant challenge in maintaining its reputation for superior customer experience due to its outdated contact center technology. The legacy system was impeding performance and limiting operational potential. The company's business drivers, which include delivering excellent customer engagement, improving product development processes, and enhancing speed-to-market and retailer partnerships, were being compromised. The need for a solution that could overcome these challenges and align with the company's business drivers was critical.

Novo Labs, a company founded by Jeff Loukas and Clinton Coleman, was faced with the challenge of integrating a conversational AI system for taking food orders with a traditional phone system. Despite the growing trend of online ordering in the food industry, the founders recognized that a significant number of customers still preferred to place their orders verbally. They aimed to digitize this voice channel, creating a 'conversational commerce system' that would allow customers to order via voice, either through a call or a drive-thru. However, the challenge lay in finding a way to connect the audio from the telephone to their natural language processing system, enabling their AI to interact effectively with customers over the phone.