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Infobip > Case Studies > LankaBangla Achieves 90% Delivery Rate Through Personalized Messaging
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LankaBangla Achieves 90% Delivery Rate Through Personalized Messaging

Technology Category
  • Networks & Connectivity - 5G
  • Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
  • Finance & Insurance
  • Transportation
Applicable Functions
  • Logistics & Transportation
  • Sales & Marketing
Use Cases
  • Last Mile Delivery
  • Real-Time Location System (RTLS)
The Challenge
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.
About The Customer
LankaBangla Finance Limited, founded in 1997, is a joint-venture financial institution with multinational collaboration licensed by Bangladesh Bank under the Financial Institution Act-1993. LankaBangla is the country’s leading provider of integrated financial services and the only financial institution to operate credit card (MasterCard and VISA). Since 2006, LankaBangla has been listed in both DSE & CSE in Bangladesh. As one of the major credit card providers in the country, LankaBangla is committed to building customer relationships and maintaining trust around their credit card portfolio.
The Solution
LankaBangla sought a communication technology partner that could help them send out personalized marketing and transactional SMS and Emails. Infobip’s CPaaS capabilities provided the solution, enabling LankaBangla to channel the power of SMS and Email via a single communication platform with engagement metrics throughout the customer journey. Infobip's local team worked closely with LankaBangla to connect their CPaaS solution to LankaBangla's existing database to provide unified customer insights. This allowed LankaBangla to personalize messaging on both channels at scale and send the right message at the right time. LankaBangla now gets in-depth customer engagement metrics including open and delivery rates. Their campaign managers can easily create campaigns, monitor customer interaction on every channel, and analyze the data to modify their strategies. In addition, Infobip's local team provided real-time support, advised on best practice use cases, and helped fix any technical issues in under an hour’s time.
Operational Impact
  • With Infobip’s CPaaS capabilities, LankaBangla has been able to leverage end-to-end customer data by gaining real-time insights into consumer behavior, product usage, and channel preferences. They now deliver consistent and personalized experiences to their customers across SMS and Email with a data-driven strategy. This has resulted in a massive increase in delivery rates, ranging between 90% to 92%. The CPaaS capabilities have empowered LankaBangla to achieve higher engagement and increased conversions across the customer journey. The company can now easily create campaigns, monitor customer interaction on every channel, and analyze the data to modify their strategies, leading to maximum conversions.
Quantitative Benefit
  • 90% to 92% increase in delivery rates
  • Real-time customer engagement metrics including open and delivery rates
  • Technical issues fixed in under an hour

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