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Retailo: Enhancing Customer Experience and Boosting Revenue with Infobip
Technology Category
- Networks & Connectivity - 5G
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- Consumer Goods
- Retail
Applicable Functions
- Quality Assurance
- Sales & Marketing
Use Cases
- Retail Store Automation
- Theft Detection
Services
- Testing & Certification
The Challenge
Retailo, a rapidly growing B2B startup, faced significant challenges in managing customer communication as the business expanded. The company lacked clear and consistent communication channels, which were crucial for maintaining quality interactions with their retailers. The existing call center was overwhelmed with the influx of requests, leading to increased waiting periods for customers and causing frustration. This situation also cost Retailo valuable opportunities to build its business during the establishment phase. The company needed a scalable, value-driven communication solution that could effectively distribute necessary information, such as daily updated price lists and SKU availability, to multiple companies.
About The Customer
Retailo, founded in July 2020 and headquartered in Riyadh, operates in Pakistan and KSA. It is the fastest-growing B2B startup in MENA and Pakistan, with over 700 employees spread across eight cities. Retailo has digitized retail supply chains in the region, serving over 35,000 active retailers who can access more than 2,000 SKUs from the Retailo app. The company's mission is to simplify the retail business and make supply chains easily accessible and beautifully uncomplicated. Retailo manages its vast operation through multiple warehouses that store inventory from hundreds of brands, many of which are direct Retailo partners.
The Solution
Retailo adopted Infobip's Conversations as its primary customer service platform. WhatsApp, which was natively integrated into Conversations, was chosen as the communication channel due to its widespread use, significant market penetration, and ease of use. Retailo also decided to use Urdu Roman, Urdu written in English letters, to maintain clear communication as it was the preferred language of their local network. Retailo's sales teams used Conversations to communicate business-critical information, especially daily changing price lists, with companies. Infobip's SMS and Voice solutions were also implemented to improve delivery rates and maintain high-quality customer support.
Operational Impact
Quantitative Benefit
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