Real-World Case Studies and Customer Success Stories with Infobip

Infobip's unified conversational experience platform helped Tawseel Holding Group transform customer support and marketing using WhatsApp Business. Tawseel's small team... managed up to 800 daily messages and needed a scalable, mobile-first solution. Infobip enabled chatbot automation, personalized offers, and seamless agent handoff. Tawseel achieved a 42x increase in ROI for one campaign and open rates above 60% for personalized messages. The solution reduced operational costs and improved customer satisfaction.
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Studio Moderna used Infobip’s web interface to unify communications across 21 countries. They automated customer engagement using SMS, Viber, and... Messenger. The platform gave them deep campaign insights and transparent expense tracking. Studio Moderna improved targeting, segmentation, and campaign customization. They saw higher engagement, sales, and customer satisfaction, while reducing costs and churn.
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Infobip helped Sila BG boost customer engagement with Viber messaging campaigns. Sila BG used Infobip’s OMNI platform to send personalized... offers and drive traffic to their online shop. The campaigns achieved an 80% click-through rate. Daily unique website visitors increased by 3-4%. Sila BG used real-time campaign reports to optimize results and build brand awareness.
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Infobip helped ShoeBeDo boost online orders by 4x using personalized Viber for Business campaigns. The Croatian retailer targeted 70,000 shoppers,... reaching 46% of its loyalty base. ShoeBeDo used Infobip’s web interface to segment customers and send rich content offers. The campaign also drove 20 times more web visitors. ShoeBeDo plans to add email as a failover channel for future campaigns.
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Infobip helped Salmoiraghi & Viganò transform customer service during the pandemic. The retailer used WhatsApp, chatbots, and a cloud contact... center to answer customer questions fast. 100% of customers reported satisfaction after the change. 46% of customers used the WhatsApp chatbot for support. The new system let agents focus on complex issues and improved agent productivity. Limited-edition eyewear sold out in minutes thanks to pre-sale reservations via chatbot.
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Retailo used Infobip's Conversations contact center and WhatsApp integration to improve customer engagement in Pakistan. They faced issues with a... congested call center and slow communication. By switching to Infobip, Retailo achieved 100% message deliverability and cut costs by 50%. Appointment show-up rates improved by 10%, and overall revenue increased by 5%. The solution helped Retailo serve over 50,000 active retailers and expand their business.
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Petpetgo used Infobip Moments and People CDP to improve customer engagement. They wanted to increase revenue and reduce advertising costs.... The company used personalized campaigns and real-time insights to target customers better. Purchase frequency doubled after using the solution. Petpetgo also reduced advertising spend by 10%. Customer lifetime value and repeat purchase rates increased.
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Infobip's Viber Business Messaging helped Primer Group boost monthly sales by 225%. Primer faced the challenge of moving offline shoppers... to their online stores and needed better ways to engage customers. By using Viber, they connected with customers through chat apps, offered exclusive vouchers, and tracked campaign results. This led to 53% code redemption and 401% of sales targets achieved for Bratpack. Automated reports made data-driven decisions easier for Primer's team.
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Makro used Infobip's Moments customer engagement solution to automate eCoupon campaigns for 35,000 retail business customers. They integrated SMS and... LINE channels to deliver government-approved personalized coupons and reminders. This automation doubled their conversion rate from 30% to 60% and reduced manual workload by 20%. High-quality data and seamless integration enabled 100% accuracy in campaign reporting. Makro benefited from cost savings and improved customer engagement through omnichannel communication.
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King Power Click used Infobip to automate customer messaging. They integrated Infobip’s platform with their CRM to send SMS notifications... for order confirmations, pick up alerts, and reminders. The solution also enabled fast onboarding for loyalty card members with one-time PINs. Customer satisfaction increased by up to 15%. The number of loyalty card members grew as a result.
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Jumia used Infobip Authenticate to cut OTP delivery costs by up to 54%. Rising SMS expenses drove Jumia to seek... a more affordable authentication method. They switched to an omnichannel approach, sending OTPs first via WhatsApp or Viber, with SMS as a backup. This change ensured secure, reliable authentication while matching customer preferences. Jumia saw consistent monthly savings and improved operational efficiency without sacrificing security.
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Infobip helped Floward, a leading online flowers and gifting platform, cut average response time to 1 minute and achieve a 95% SLA rate. Floward used Infobip's... omnichannel contact center, chatbots, and data platform to handle 54,000 conversations in a single day during peak seasons. The solution reduced customer service costs by 14% and improved agent productivity. Customers now get real-time updates and personalized support across WhatsApp, Instagram, and Messenger. Floward's team feels empowered and customer loyalty has grown.
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Infobip’s Conversations helped Flamingo boost online sales conversions from 2% to 13%. The Colombian retailer used a WhatsApp chatbot to... automate customer service and reduce agent workload. NPS scores rose by 21% in April and 39% in June. Customer ratings improved from 1–3 stars to 4–5 stars. Flamingo expanded its contact center from 8 to 28 remote agents, improving satisfaction and reducing costs.
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Farm Superstores used Infobip's WhatsApp Business chatbot to handle customer queries and provide 24/7 support. The chatbot answered frequent questions... and reduced the load on customer service agents. Infobip Moments sent personalized updates about promotions and offers. The solution led to a 60% reduction in operational costs and a 4% increase in revenue in three months. Customer engagement and satisfaction also improved.
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Zenith Bank used Infobip's WhatsApp Business Platform to automate customer support. They launched a chatbot called ZiVA to handle simple... queries like account balance checks and opening new accounts. This reduced costs by moving traffic away from their USSD platform and call center. Customers now get real-time support 24/7, and agents focus on complex issues. The bank also expanded its reach by using WhatsApp, the world's most popular chat app.
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Infobip helped United Bank for Africa improve client engagement using SMS and USSD. UBA used Infobip’s messaging gateway to send... targeted SMS and enable interactive USSD services. Over 400,000 USSD sessions were initiated for BVN linking. Infobip processed more than 1 billion transactional messages for UBA. The bank also used Infobip for marketing and new service promotions. Infobip provided on-site support and technical consultancy in Nigeria.
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Infobip helped Raiffeisenbank add WhatsApp to its contact center. The bank wanted to cut high call center costs and reduce... long wait times. WhatsApp gave customers a fast, secure way to get support. After one month, Raiffeisenbank saw a 10x drop in contact center costs. Net promoter score grew by 19%. Customers now use WhatsApp four times more than other chat apps.
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Infobip’s SSMS solution automated PIN delivery for OTP Bank Serbia. The bank used this for EXIT Festival-branded prepaid cards, gaining... over 3,000 new clients in four days. Less than 100 calls were made to the call center for card activation issues. The SMS-based process was fast and familiar for young users. OTP Bank Serbia expanded the solution to other co-branded cards and rolled it out bank-wide.
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NLB Banka used Infobip’s platform to launch Viber messaging for customer communication. They wanted to reach more customers and improve... sales lead generation. With Infobip, they sent personalized, two-way messages and used a failover system to ensure delivery. Sales leads increased by 30% and response time improved by 50%. The bank also saw a 5–15% rise in product sales and a big jump in customer-initiated conversations.
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Infobip helped Nickel speed up client onboarding with global 2FA SMS authentication. Nickel used SMS and voice failover to verify... users and send real-time account alerts. This made onboarding faster and more secure for customers. Nickel opened 30-35,000 new accounts each month after using Infobip. The solution also helped Nickel cut IT operating costs and improve customer satisfaction.
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Infobip helped Metrobank cut marketing message costs by up to 50% using Viber for Business. The bank integrated Viber with... Salesforce Marketing Cloud, letting staff send rich, personalized messages easily. The setup took just two days and required no technical help. Metrobank now sends more detailed messages at a lower cost. The team is exploring Viber for customer support and relationship management.
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Infobip helped Hong Leong Bank switch from postal to SMS PIN delivery for credit cards. The old process took 2–7... days and was hard to track. With Infobip’s secure SMS solution, PINs reach customers faster and are easier to monitor. The bank saw a 30% increase in process efficiency. Delivery costs dropped by 50% compared to traditional mail. Customers can now activate cards right away, improving satisfaction.
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Infobip helped HFC bank boost customer interactions using WhatsApp Business Platform and SMS. HFC wanted to reach young customers and... micro-entrepreneurs with its digital banking platform, HF Whizz. The bank needed a way to educate users and increase transactions per customer. Infobip delivered a solution with WhatsApp and two-way SMS, making engagement instant and personal. The result was a big increase in customer interactions and a better customer journey.
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Infobip helped HF Group migrate customers to digital banking channels. The bank used SMS and USSD to notify customers and... enable loan applications, even for those without smartphones. Security improved with OTPs for app access, reducing fraud. HF Group saw a 300% increase in new accounts and delivered over 320,000 OTPs in seven weeks. More than 60,000 loan applications were made via USSD in three months, cutting branch visits and boosting efficiency.
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Infobip’s email solution helped GTBank boost ROI by over 200%. The bank used personalized email campaigns to promote digital banking,... PayInstantly, and FlashToPay. GTBank grew its customer base by 160% and achieved a 20% conversion rate on merchant campaigns. Branch visits dropped, queues shortened, and branch performance improved. GTBank plans to expand its use of Infobip’s messaging channels.
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Infobip SMS helped VRL Logistics Ltd. automate toll payment reconciliation. Before, 15 finance staff manually checked bank statements against toll... charges. Now, an ERP component receives SMS payment details from the toll system. The system matches toll charges with bank statements in seconds. This automation improved accuracy and reduced manual work for VRL Logistics Ltd.
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Infobip helped Vai de Bus make ticket buying easier for public transportation in Brazil. They built a payment solution using... WhatsApp and PIX. 98% of passengers now use this payment method. The new system led to a 17% growth in recurring purchases and an 85% conversion rate for WhatsApp payments. Sales increased by 8% and transaction times dropped by up to 15%. Over 1 million transactions were completed in seven months.
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Scoop used Infobip’s Zendesk plugin to add two-way SMS support for its carpooling app. The team wanted to engage more... commuters and reduce single occupancy cars. With SMS integrated into Zendesk, support tickets became faster and more direct. Users quickly adopted SMS for support, leading to more feedback and faster resolutions. This helped Scoop build a stronger, more engaged community.
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Infobip helped Rapido, a Bulgarian courier service, improve customer communication by switching from SMS to Viber for delivery notifications. This change allowed... longer, clearer messages in Cyrillic, reducing confusion and customer support calls. Rapido saw a 10-15% drop in call center volume and kept parcel delivery rates above 95%. Real-time reporting tools sped up complaint resolution and boosted internal efficiency. The omnichannel solution also improved Rapido’s brand image and customer satisfaction.
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Infobip’s SMS solution helped Ninja Van, a leading Southeast Asian logistics company, improve last-mile delivery communication. Ninja Van needed reliable,... real-time notifications across six countries with different regulations and costs. Infobip enabled cost-effective, scalable SMS for delivery updates, OTPs, and rescheduling. Ninja Van saw a 7% decrease in monthly messaging costs and higher customer satisfaction. The solution ensured transparency and trust for both shippers and recipients.
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Infobip helped nextbike deliver secure transactional messages to millions of users. nextbike needed reliable OTPs, alerts, and payment confirmations as... their bike-sharing platform grew. Infobip provided SMS and RCS Business Messaging for timely, branded, and trusted communication. nextbike achieved a 90% secure SMS delivery rate and reduced support inquiries. The solution improved customer trust, cut costs, and boosted brand visibility.
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Infobip’s SMS and Voice API helped MrSpeedy handle a 10-fold surge in same-day delivery demand during the Covid pandemic. MrSpeedy used SMS... for order confirmations, delivery notifications, and account activations. Voice support enabled 24-hour customer and driver assistance while working remotely. The solution led to a 50% cost reduction and improved message delivery rates. Infobip’s dedicated support team ensured reliable service throughout the crisis.
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Infobip helped LINE TAXI protect user privacy with number masking and SMS solutions. Riders and drivers can now communicate without... sharing personal phone numbers. This improved data privacy and increased user trust. LINE TAXI saw growth in user adoption and brand awareness. The solution also enabled secure feedback and expanded use cases beyond ride-hailing.
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ETF Airways used Infobip’s global SIM-based connectivity platform to keep pilots, cabin, and ground crews connected worldwide. The airline needed... real-time access to manuals and trip sheets for crews using iPads. Infobip enabled secure, always-on communication, supporting paperless operations and instant updates on flight, weather, and maintenance. ETF Airways improved operational efficiency, reduced costs, and increased flight safety with this solution.
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Virgin Mobile used Infobip’s RCS Business Messaging to boost engagement for phone upgrade offers. Traditional email and SMS campaigns had... low open rates. With RCS, they sent interactive, branded messages featuring images and videos. The first campaign saw a 92% delivery rate and a 57% open rate. The next campaign achieved a 94% delivery rate and a 64% open rate. Customers had more ways to interact and upgrade their phones.
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Infobip’s Anam Protect SMS Firewall helped Vodafone Fiji boost A2P SMS revenue by 29x. The telecom faced profit loss from... blocked legal traffic and rising customer complaints. Infobip’s solution filtered fraudulent SMS, eliminated grey routes, and ensured only genuine messages reached users. Vodafone Fiji saw a 23x increase in monetized SMS traffic and fewer complaints. The partnership enabled secure, profitable SMS services for over 860,000 subscribers.
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Infobip helped Telekom Deutschland run a cross-sell campaign for Spotify Premium using RCS Business Messaging. Telekom Deutschland wanted a more... engaging way to reach subscribers than SMS. Infobip set up an omnichannel campaign with rich media, branded messages, and easy access to support. The RCS campaign doubled engagement and conversions compared to SMS. Open rates rose by 26%, engagement by 66%, and conversions by 120%.
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Infobip’s Anam Protect SMS Firewall helped Ooredoo Algeria fight fraud and boost A2P SMS revenue. The telecom leader faced stagnating... A2P business and rising fraud. Infobip’s solution secured their network, blocked grey routes, and enabled real-time traffic segmentation. Ooredoo Algeria saw a 10-15% increase in A2P traffic and a 30-35% rise in SMS revenue. Machine learning improved filtering accuracy and reduced false positives.
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Infobip’s SMS and Number Lookup services helped MMDSmart boost revenue by 4. 5x in key markets. MMDSmart needed reliable, low-latency...SMS routes for OTP delivery and better customer support. Infobip’s 800+ direct operator connections improved delivery rates and reduced time spent on troubleshooting. Number Lookup helped clean customer databases, increasing campaign ROI. MMDSmart saw a 5x increase in traffic and expanded direct connections to 40 countries.
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Jazz used Infobip's WhatsApp Business Platform to offer self-service options to its 59 million subscribers. Customers could check balances, get... tax certificates, and pay bills through WhatsApp. Over 250,000 customers used the new channel, saving 71,000 calls in three months. Jazz reduced tax certificate call costs by 32% and issued over 100,000 tax certificates. Customer satisfaction was high, with a Net Promoter Score of 80/100 and ease of use rated 9.2/10.
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Infobip's Anam Protect SMS firewall helped Indosat Ooredoo triple its international A2P SMS revenue. The solution also increased domestic A2P... SMS traffic by 10%. Indosat Ooredoo faced revenue stagnation and needed to eliminate grey routes and harmonize pricing. Infobip provided advanced filtering, SIM box detection, and monetization consultancy. The system was live in under two months, improving revenue assurance and traffic visibility.
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Hot Mobile used Infobip's Anam Protect SMS Firewall to monetize A2P SMS traffic. Before, they had almost no revenue from... A2P SMS. The solution blocked fraudulent and spam messages and helped move traffic to legitimate, charged routes. Hot Mobile became the first operator in Israel with an active SMS firewall. This led to new revenue and better service for subscribers.
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Yousign used Infobip's SMS and text-to-speech solutions to deliver one-time PINs for digital signature authentication. Before Infobip, Yousign relied on... four SMS providers to ensure message delivery. With Infobip, Yousign achieved a 97% SMS delivery rate and improved reliability for OTPs. The solution included intelligent routing and TTS failover for landlines. Infobip became Yousign’s main SMS provider, handling over 60% of their SMS traffic.
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Wefarm used Infobip's two-way SMS to connect over 2. 1 million small-scale farmers. Farmers exchanged more than 18 million messages,...sharing 6 million questions and 12 million answers. The platform achieved a 97% member retention rate. Infobip enabled fast, reliable, and compliant messaging across regions. Farmers could register, ask questions, and access resources by SMS in four languages.
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Vecindapp used Infobip’s Call Link and APIs to enable secure, cost-effective voice communication between property staff and residents. The solution replaced... expensive intercom systems and protected resident privacy by hiding phone numbers. Vecindapp integrated WhatsApp, SMS, and WebRTC for seamless messaging and calls. Over 1,000 residential buildings adopted the system across Colombia. Users achieved a 95% reduction in communication costs over five years.
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Infobip’s omnichannel platform helped Omnilink speed up customer service by 144x. Omnilink unified WhatsApp, live chat, and phone support into... one system. They built chatbots for WhatsApp and live chat, and automated calls with IVR. Agents now handle all channels in one place, cutting session times from 24 hours to 10 minutes. Supervisors gained better tracking and lower costs with Infobip’s tools.
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Mambu integrated Infobip’s SMS API into its cloud banking platform. This allowed Mambu to offer real-time, automatic SMS notifications and... SMS-based two-factor authentication to its clients. The integration helped microfinance institutions worldwide notify customers about loan applications, repayments, and digital receipts. Infobip’s global coverage and 24/7 support enabled secure, client-oriented communications. Mambu’s clients now reach and inform their customers more effectively, improving service and differentiation.
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Infobip's communication platform helped KINZ automate data validation and client authentication. KINZ reduced operational costs by 50% and improved agent... efficiency by 20%. The platform unified data collection and enabled real-time updates. Automated IVR and WhatsApp channels streamlined validation. Two-factor authentication via SMS secured client logins and protected data.
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Infobip used its own cloud contact center solution, Conversations, to standardize global support for over 600 agents. The company faced... challenges with disconnected tools, lost tickets, and inefficient workflows. By implementing automation, intelligent routing, and unified communication channels, Infobip improved agent efficiency and reduced resolution times. After migration, Infobip achieved a 95% SLA rate and CSAT scores above 90%. The solution now supports 1 million tickets per year with no lost tickets.
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Goodera used Infobip’s WhatsApp Business Platform to boost volunteer engagement. The platform enabled real-time, two-way communication with volunteers, replacing low-performing... email notifications. Goodera saw a 1.85x increase in participation rates and a 2.5x rise in event engagement. New volunteer sign-ups grew by 1.3x, and overall volunteering hours increased by 35%. The WhatsApp solution also led to a 60% drop in email queries and higher open rates compared to email.
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Strava used Infobip's omnichannel communications API to power its Beacon feature. Beacon lets athletes send SMS location updates from wearables... to safety contacts. Infobip enabled reliable SMS delivery from the same number in over 190 countries. Strava achieved a 95% delivery rate for these safety messages. Now, tens of thousands of messages are sent daily to help keep athletes safe worldwide.
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Infobip's Conversations and People CDP helped Readmoo boost customer service team productivity by 20%. Readmoo unified email and voice channels... into a single contact center solution. Agents now access all customer data in one place, reducing query resolution times. Internal teams collaborate better with consolidated information. Customers enjoy faster, more consistent support without repeating details.
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OpenSooq used Infobip's WhatsApp Business API to fix unreliable SMS verification. They wanted a better way to onboard and verify... users. WhatsApp made it easy for customers to reset passwords and talk to agents. Customer satisfaction rose by 82%. Agent productivity went up 78%. Complaints about password resets dropped 60%. Costs fell by 50%.
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Milaap used Infobip's WhatsApp Business Platform to improve donor engagement. SMS and email had low open rates, so Milaap needed... a better way to reach donors. WhatsApp enabled real-time alerts, secure donations, and easy campaign sharing. Now, WhatsApp drives 25% of all traffic to Milaap. The platform saw higher engagement, more donations, and stronger donor relationships.
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Infobip’s 2FA SMS solution helped Kakao boost new user conversion rates to over 90%. Kakao faced unreliable one-time PIN delivery,... causing delays and failed registrations. By integrating Infobip’s API, Kakao reduced OTP delivery time from four hours to just 10 minutes. The company now enjoys higher customer satisfaction and uses SMS for other transactional messages. Dedicated local support and intelligent routing ensured consistent, high-quality message delivery.
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Infobip’s Voice and SMS solution helped Jiji Africa boost message delivery rates to over 90%. Jiji faced problems with low... delivery rates for transactional messages on its online marketplace. Infobip provided reliable SMS and Voice services, direct carrier connections, and local support. Jiji reduced costs by almost tenfold and improved customer experience. The partnership included 24/7 technical support and a dedicated customer success manager.
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Infobip helped zingala centralize customer data and automate marketing workflows. zingala used Infobip's platform to personalize onboarding, segment users, and... run omnichannel campaigns across SMS, email, app, LINE, and Instagram. SMS campaigns achieved a 53% click-through rate, and push notification open rates rose by 19%. zingala reduced operational workload and improved customer engagement. The solution enabled targeted communication and reduced loan defaults.
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Infobip helped Management Financial Group (MFG) centralize customer communications for its multi-brand portfolio. MFG replaced multiple SMS providers with Infobip’s... single platform, adding Viber and SMS for targeted campaigns. This change led to a 20% higher open rate and a 15% increase in response rate for welcome campaigns. Overall customer interactions rose by 30%. MFG now manages all mobile marketing campaigns from one place, reducing costs and complexity.
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Infobip’s two-factor authentication helped Leanpay grow its app user base by 20% each month. Leanpay used Infobip to deliver one-time... PINs over SMS for secure onboarding. Customers register with their phone number and confirm identity with a PIN. This made the onboarding process simple and safe. Leanpay now has a scalable, secure way to verify users and manage transactions.
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Infobip helped LankaBangla Finance Limited boost their message delivery rates from 50-60% to 90-92%. LankaBangla used Infobip’s CPaaS platform to... send personalized SMS and email campaigns. The solution provided real-time customer insights and engagement metrics. Campaign managers could track, analyze, and optimize communications. This led to higher engagement and increased conversions for LankaBangla’s credit card business.
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Juros Baixos used Infobip's Moments to connect 30 messaging systems into one hub. Before, customers waited up to 24 hours... for responses. Moments automated SMS and email, lowering loan form abandonment and improving onboarding. Juros Baixos gained analytics to track marketing impact. Their marketing margin increased by 18%.
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Infobip SMS helped Welthungerhilfe reach 20,000 farmers in Zimbabwe. The organization sent 850,000 messages with weather alerts, health tips, and... market information. Farmers received instant updates on cholera, rabies, and drought-tolerant crops. SMS enabled two-way communication, letting farmers ask questions and get advice. Farmers learned new skills and improved their food security. The Infobip platform made it easy to deliver important messages quickly.
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Infobip’s Voice solution helped Solidaridad reach over 36,000 farmers and miners in West Africa. Solidaridad used text-to-speech calls to deliver... training and information to cocoa farmers, oil palm farmers, and miners. Most beneficiaries only had basic phones, so voice technology bridged language and literacy gaps. The solution enabled timely, cost-effective communication across five countries. Farmers and miners improved their practices with better access to information.
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Refunite used Infobip's SMS and USSD technology to help refugees reconnect with family. Many refugees lack internet, so mobile access... is vital. Infobip enabled Refunite to reach users in DR Congo, Jordan, and Turkey. Refugees can search for loved ones using simple SMS or USSD menus. This partnership expanded Refunite's platform to millions without online access.
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Proximity Designs used Infobip's Viber Business Messages and SMS to reach smallholder farmers in rural Myanmar. They needed to deliver... timely farming advice and market data to areas with limited mobile data. Viber enabled crop-specific channels, while SMS ensured message delivery to all farmers. Over two years, 32,000 farmers joined crop channels and 236,000 subscribed to the Viber Business Messages channel. More than 5,000 farmers engage annually for support and information.
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Infobip helped One Acre Fund switch from SMS to a USSD portal for farmer communication. The new USSD solution enabled... 40,000 to 80,000 daily interactions, improving engagement and reducing operational costs. Farmers could access services and information more easily, leading to faster loan payouts and less reliance on field staff. The portal processed 1.3 million user sessions in October 2019, with forecasts of 40 million sessions for 2020. This change allowed One Acre Fund to expand faster and improve customer experience.
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Infobip helped Tokio Marine cut customer complaints by 70% using SMS for policy renewals. The insurer unified databases and improved... message delivery rates from 50% to 90%. Policy renewals are now twice as fast. Two employees can now do the work of 10, freeing staff for sales. Infobip’s reporting tools made it easy to resolve issues quickly and boost productivity.
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Niva Bupa used Infobip's omnichannel platform to boost customer acquisition and retention. They added RCS Business Messaging to SMS, email,... and WhatsApp for richer, more engaging communication. This approach led to up to 75% ROI on RCS messages and improved click-through rates. Automated channel routing and CRM integration helped personalize outreach and win back website drop-offs. Email optimization increased engagement and domain reputation, supporting brand awareness and multi-lingual campaigns.
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Mutua Madrileña used Infobip's WhatsApp Business API to launch a virtual assistant. The chatbot handled over 486,000 interactions and served... 150,000+ customers. It achieved a 90% success rate in resolving customer inquiries. Click-through rates increased by 300% compared to the web-based assistant. The solution improved customer engagement and made support faster and easier for users.
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Infobip’s Gen-AI and Azure OpenAI Service helped LAQO Insurance automate 30% of customer queries with a digital assistant. The AI assistant,... Pavle, supports customers 24/7 on WhatsApp and resolves 90% of queries in just 3–5 messages. Agents now focus on complex cases and new customer acquisition, with claim resolutions sped up to within 24 hours. LAQO reduced contact center effort by 10% and maintained consistent, high-quality support. The solution also improved customer trust and agent efficiency.
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FWD Insurance Berhad used WhatsApp Business Platform via Infobip to deliver e-policies. They cut policy delivery costs by 40%. The... process became faster and more secure. The automated chatbot FIBY handled simple customer service questions. This reduced inbound contact center calls and improved customer satisfaction. FWD Insurance Berhad won a digital insurer award for these innovations.
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Infobip’s 2FA SMS authentication helped Spoon Radio cut subscriber sign-up churn by 80%. Spoon Radio, a live-audio streaming platform with... over 1 million users in 20 countries, faced high drop-off rates due to a slow and unreliable authentication process. Infobip’s solution delivered fast, reliable OTPs via SMS, keeping users on the sign-up page and supporting global scalability. The new process improved user experience, reduced costs by up to 70% in key markets, and ensured compliance with data protection standards.
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Infobip’s Email API helped Nexon achieve a 98. 86% email delivery rate. Nexon replaced their in-house SMTP server to improve...reliability for business-critical messages. The migration led to an 89% decrease in bounce rate and optimized channel costs. Nexon’s sender reputation improved with DKIM authentication and proactive deliverability support. Staff resources were reallocated, reducing operational workload. Customers now receive timely, reliable communications about their games.
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Gamigo used Infobip’s SMS platform to send real-time notifications to gamers. Before, players missed important updates sent by email, leading... to slow reactions and more complaints. With SMS alerts, 80% of active players signed up for premium notifications. Gamigo saw higher gamer engagement and fewer complaints in just three months. Infobip’s global reach and easy deployment helped Gamigo keep players informed and connected.
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Infobip helped GAME HOURS boost engagement for their Light and Night mobile game targeting female gamers in Asia. Using Infobip's Voice... and SMS solutions, GAME HOURS achieved a 99% conversion rate for players who received in-game character calls. SMS campaigns reached a 92% delivery rate. Facebook community views rose by 10% after the New Year campaign and 6.8% after Valentine’s Day. Infobip’s platform enabled personalized, interactive campaigns that increased player loyalty and excitement.
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Infobip helped Yespo add Viber to their messaging platform. Yespo saw a 459% increase in revenue after using Infobip’s wholesale... solution. The number of Viber messages sent grew 17 times. Marketers could send more personalized and dynamic messages. Yespo’s clients used Viber for promotions and cart abandonment, boosting orders and revenue. Infobip’s integration made omnichannel marketing easier for Yespo and their clients.
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Infobip helped TLC Marketing automate their SMS campaign entry validation. Before, TLC Marketing checked all SMS entries manually, which slowed... down campaigns. Infobip introduced a premium short code SMS system that made validation automatic and fast. This improved campaign speed and made it easier for TLC Marketing to manage promotions for big retail brands. Infobip also built a USSD system for more mobile channel options.
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Spendgo used Infobip to add omnichannel messaging to its loyalty platform. This helped Spendgo's business clients reach customers on SMS,... email, push, MMS, and WhatsApp. The integration led to a 92% redemption rate for loyalty programs. Campaign creation time dropped by 40%. Spendgo's clients saw higher engagement and measurable ROI from their loyalty campaigns.
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Infobip's omnichannel communications platform helped Infomedia boost channel revenue by 2%. Infomedia used Viber and SMS for personalized marketing campaigns,... reducing reliance on Facebook ads. The platform enabled easy campaign creation, event-based messaging, and two-way engagement. Integration unified customer data and improved ROI and ROAS. Infomedia now plans to expand with WhatsApp to further increase revenue.
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Volpy used Infobip's SMS solution to re-engage dormant app users. The company sent targeted SMS campaigns to users inactive for... five days, offering incentives to return. This approach led to a 30% increase in active users within one month. Infobip's platform ensured reliable message delivery and compliance. Volpy is now planning more campaigns and considering an omnichannel strategy.
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Infobip helped Ringo Lock cut customer complaints by 50%. Ringo Lock used Infobip’s IoT connectivity to power smart locks for... landlords. The solution replaced unreliable Wi-Fi with IoT SIMs, improving access for guests. Real-time analytics let Ringo Lock fix issues fast. The Startup Tribe program supported their global growth. Landlords and guests now enjoy a smoother, more reliable experience.
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Infobip helped ELARABY Group improve customer experience using WhatsApp Business and chatbot solutions. The company launched chat queues for sales,... complaints, and VIP support. Customer satisfaction increased as complaints were handled faster and more clearly. Monthly active users grew from 116 to over 13,013 in one year. ELARABY Group now engages customers more effectively across digital channels.
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Ubongo used Infobip's Answers platform and WhatsApp Business API to deliver educational content to children during the Covid-19 pandemic. The solution let... parents and students access lessons on-demand in English, Swahili, and Hausa. Users could download content for offline use and get TV showtimes through WhatsApp. Within two months, Ubongo saw positive results, with more children accessing learning materials. The chatbot also helped Ubongo gather feedback and push free downloads to users.
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Senati used Infobip's two-way SMS to reach students who lacked regular internet access. The SMS campaign generated 50,000 leads and... achieved a 10% conversion rate. As a result, 800 students enrolled directly from the campaign. Senati saw a 400% ROI, earning S/.5 for every S/.1 invested. The institution now plans to expand to omnichannel communication with Infobip.
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Infobip helped Rosebank College process 200,000 leads quickly and accurately. Before, the college used manual lead cards, which caused delays... and errors. Infobip's omnichannel platform combined WhatsApp, Messenger, and Live Chat into one system. The chatbot now handles high volumes during enrollment. The new system improved lead management and agent performance, making it easier to convert leads into sales.
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Infobip helped Tickets Travel Network (TTN) deliver urgent flight notifications to passengers in nearly 90 countries. TTN used Infobip’s SMS... platform to send real-time updates about flight changes, cancellations, and other travel details. This solution led to a 50% decrease in customer service workload and fewer passenger complaints. TTN also integrated Viber and Facebook Messenger for non-urgent communication, improving customer experience and reducing costs. The integration allowed TTN to reach customers on their preferred channels.
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Infobip helped Segari cut response times by 90% with a unified customer communications platform. Segari used Infobip’s People CDP, Moments,... and Conversations to centralize data, automate messaging, and route support requests. 99.8% of support requests are now solved within 24 hours. Segari’s NPS jumped from 25–30 to 72. Agent efficiency and customer satisfaction both increased with digital-first support.
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Infobip’s 2-Way SMS solution helped medGo boost message delivery rates to 98-99%. medGo sends 230,000 SMS messages monthly to connect... hospitals with on-call staff. Before Infobip, only 85-90% of messages reached staff, leaving hospital jobs unfilled. After switching, delivery rates jumped by 15%, filling more vacancies and improving patient care. medGo now plans to expand internationally and add new communication channels.
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Infobip SMS helped GOAT Interactive send 47. 3 million messages with an 87% delivery rate. GOAT Interactive needed to reach...customers in Africa for gaming and betting updates. Limited smartphone use made SMS the best channel. Infobip provided 2-way SMS and OTP solutions, improving customer engagement and security. The partnership increased market share and reduced technical challenges.
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Infobip reports a 169. 3% growth in RCS for Business traffic between 1H25 and 1H26, led by a 1298.8% increase...in the US. The company processed 7.3k brand registrations and launched 14k RCS agents, highlighting RCS's transition to a mainstream business messaging channel. Infobip's expertise supports brands in scaling interactive customer conversations globally.
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Infobip's research highlights the growing adoption of AI-powered fraud defenses in the APAC region. PLDT Enterprise has deployed Infobip's SMS... and Voice Firewall to enhance network security, blocking over 1.3 billion spam and fraud attempts. This deployment underscores the importance of integrating Network APIs for robust fraud prevention and seamless customer experiences.
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Infobip's 2026 Fraud & Security Report highlights the rise of AI-powered fraud and defenses. NEXT, a UK-based clothing brand, adopts... Infobip Signals to enhance fraud detection and secure customer communications. The report notes a 77% increase in detected threats and a 71% rise in AI-powered fraud detection adoption, showcasing a shift towards adaptive security.
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Floward, an online flowers and gifting company, enhanced its customer service capabilities by adopting Infobip's AgentOS platform. This transition from... rule-based chatbots to a multi-agent AI system allowed Floward to manage 13 times higher peak-day conversation volumes, cut support costs by 15%, and improve customer satisfaction by 12 percentage points. The system, which includes orchestrated WhatsApp journeys, was implemented in under two months.
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Skandia partners with Infobip to enhance customer engagement through personalized financial communication. Infobip supports Skandia's end-to-end customer journeys, providing transactional... communications that include access confirmations and investment notifications. This collaboration aims to build trust and improve customer experiences across Skandia's financial services.
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Floward has deployed Infobip's AgentOS platform to enhance its customer service operations during high-demand periods. The integration allows Floward to... manage up to 13 times its normal conversation volumes using AI-driven systems. This deployment has improved customer satisfaction scores by 12 percentage points and reduced customer service costs by 15%. Future plans include expanding the platform to support new features like electronic invitations.
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Floward has adopted Infobip's AI agents on the AgentOS platform to manage up to 13x higher peak-day conversation volumes, notably improving customer service efficiency. This deployment reduced... service costs by 15% and boosted customer satisfaction by 12 percentage points. The integration highlights Infobip's role in transforming customer service for e-commerce with AI-driven solutions.
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Floward, an online flower and gifting company, has adopted Infobip's AgentOS platform to enhance its customer service capabilities. By integrating AI... agents and orchestrated WhatsApp journeys, Floward improved efficiency, handling 13x higher conversation volumes during peak days while reducing costs by 15%. This transformation led to a 12% increase in customer satisfaction and maintained high service standards.
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Floward, a leading online flower and gifting company, has enhanced its customer service capabilities by adopting Infobip's AI-driven AgentOS platform. This integration allows... Floward to manage up to 13 times higher peak conversation volumes during busy seasons, such as Valentine's Day, while maintaining high customer satisfaction and reducing service costs by 15%. The solution includes orchestrated WhatsApp journeys and AI agents for efficient customer interactions.
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Infobip highlights that fragmented customer journeys are negatively impacting South African businesses, emphasizing the need for cohesive communication strategies to enhance customer experiences.

Infobip's Startup Tribe Program has supported startups and scaleups from over 120 countries, offering up to $60,000 in credits for its services. Launched in May... 2021, the program aids in customer communication and engagement, helping firms focus on product development and scaling. Infobip aims to continue supporting these businesses with its global network and services.
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Infobip's Startup Tribe Programme has supported thousands of startups and scaleups globally by providing up to $60,000 in credits for Infobips services, helping them scale customer communications. This initiative, launched... in May 2021, has been instrumental in optimizing workflows and reallocating resources for growth, as highlighted by members like HotelSync and Cleanster.
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Infobip's Startup Tribe Programme has supported thousands of startups and scaleups globally by providing up to $60,000 in credits for Infobips services, aiding in customer communication and engagement. This initiative has... enabled companies like HotelSync and Cleanster to scale efficiently by reallocating resources from infrastructure to sales and marketing, leveraging Infobips stable platform and support.
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Infobip has successfully implemented South Africa's first Rich Communication Services (RCS) for Bob Group's Ship Logic platform, enhancing e-commerce communication. This integration offers... richer, secure interactions and supports Bob Group's digital transformation strategy. The partnership expands to include WhatsApp integration, aiming to improve customer engagement and operational efficiency in South Africa's e-commerce sector.
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Infobip has successfully implemented South Africa's first Rich Communication Services (RCS) for Bob Group's Ship Logic platform, enhancing ecommerce communication. This integration offers... richer, secure interactions and supports Bob Group's digital transformation strategy. The collaboration expands to include WhatsApp integration, promoting real-time engagement and improving customer experience.
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Infobip's Cloud Contact Center solution now supports Apple's Roadside Assistance via satellite feature through the Australian Motoring Service (AMS). This integration enhances... driver safety in remote Australian areas by enabling iPhone users to request help and communicate with AMS even without cellular coverage.
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Infobip's Cloud Contact Center solution now supports Apple's Roadside Assistance via satellite, enhancing safety for Australian Motoring Service (AMS) users. This integration enables... iPhone 14 users to request help in areas without cellular coverage, improving roadside assistance in remote regions. Infobip's robust messaging infrastructure facilitates communication and precise location sharing, ensuring driver safety.
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Infobip's Executive Director, Nikhil Shoorji, discusses the transformative impact of AI, RCS, and OTT collaborations on the telecom industry. Infobip supports telcos... by offering AI-driven automation and omnichannel platforms, enhancing customer engagement and creating new revenue streams. The company is also leveraging partnerships to enable RCS adoption and network APIs for anti-fraud solutions, positioning itself as a key player in the telecom industry's digital transformation.
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Infobip has partnered with Metrobank to deploy Viber rich business messaging, enhancing Metrobank's customer communication strategy. This integration allows Metrobank... to send personalized messages with rich content like images and videos, achieving up to 50% cost savings compared to traditional SMS. The collaboration aims to expand further, incorporating two-way conversational messaging to improve customer experiences.
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