Download PDF
Edenred UAE: Enhancing Customer Service with Infobip’s Cloud Contact Center and Chatbot
Technology Category
- Platform as a Service (PaaS) - Application Development Platforms
- Robots - Wheeled Robots
Applicable Industries
- Buildings
- Finance & Insurance
Applicable Functions
- Sales & Marketing
Use Cases
- Chatbots
- Time Sensitive Networking
Services
- Cloud Planning, Design & Implementation Services
- System Integration
The Challenge
Edenred UAE, a fast-growing payroll service provider in the United Arab Emirates, faced a significant challenge as its customer base grew from 1 million to 1.5 million cardholders within a few months. The company relied on email as a primary tool for customer queries, but it had limited visibility into key metrics such as first-response time, average handle time, or customer satisfaction. The company also had manual dedicated queues to action high-priority queries and lacked self-service capabilities. As the customer base expanded, customer support activities became increasingly difficult to manage and track. Edenred UAE recognized the need to implement new tools that would help scale its customer service without compromising on user experience and increasing costs.
About The Customer
Edenred UAE is a rapidly growing payroll service provider in the United Arab Emirates, serving more than 6,000 companies, 2 million employees, over 10 banks, and 35+ financial institutions. The company facilitates the financial inclusion of countless workers, allowing companies to comply with local regulations that require wages to be traceable. Their Edenred Payroll Platform allows companies to efficiently manage the salaries of all their employees in one place and in compliance with the Wage Protection System established by the UAE Central Bank. C3Pay, a mobile app linked to Mastercard, enables employees, mostly unbanked or underbanked, to access essential financial services and leverage personal wealth with elevated features relevant to their needs at minimal prices.
The Solution
To address these challenges, Edenred UAE decided to use Infobip’s contact center solution Conversations and chatbot building platform Answers. These tools provided self-service options for money transfer queries over WhatsApp Business Platform. Edenred UAE created a multilingual chatbot through Answers that could resolve common queries using multimedia and was available 24/7. When used in combination with Conversations, the chatbot could transfer complex queries to an agent with the right experience without losing conversation history or context. Additionally, Conversations provided Edenred UAE with the analytics it needed to improve its customer support over time, including first response time, average wait time, CSAT scores, and more. After the successful implementation of these tools for money transfer-related queries, Edenred UAE decided to substitute email with the chat app for all customer service queries.
Operational Impact
Quantitative Benefit
Related Case Studies.
Case Study
Energy Saving & Power Monitoring System
Recently a university in Taiwan was experiencing dramatic power usage increases due to its growing number of campus buildings and students. Aiming to analyze their power consumption and increase their power efficiency across 52 buildings, the university wanted to build a power management system utilizing web-based hardware and software. With these goals in mind, they contacted Advantech to help them develop their system and provide them with the means to save energy in the years to come.
Case Study
Intelligent Building Automation System and Energy Saving Solution
One of the most difficult problems facing the world is conserving energy in buildings. However, it is not easy to have a cost-effective solution to reduce energy usage in a building. One solution for saving energy is to implement an intelligent building automation system (BAS) which can be controlled according to its schedule. In Indonesia a large university with a five floor building and 22 classrooms wanted to save the amount of energy being used.
Case Study
Powering Smart Home Automation solutions with IoT for Energy conservation
Many industry leaders that offer Smart Energy Management products & solutions face challenges including:How to build a scalable platform that can automatically scale-up to on-board ‘n’ number of Smart home devicesData security, solution availability, and reliability are the other critical factors to deal withHow to create a robust common IoT platform that handles any kind of smart devicesHow to enable data management capabilities that would help in intelligent decision-making
Case Study
Commercial Building Automation Boosts Energy Efficiency
One of the challenges to building automation is the multitude of non-interoperable communications protocols that have evolved over the years. Buildings have several islands of automation. Bridging the islands of different automation without losing the considerable investment in each specialized control network is the main focus in this solution.
Case Study
Protecting a Stadium from Hazardous Materials Using IoT2cell's Mobility Platform
There was a need for higher security at the AT&T Stadium during the NFL draft. There was a need to ensure that nuclear radiation material was not smuggled inside the stadium. Hazmat materials could often be missed in a standard checkpoint when gaining entry into a stadium.
