The enterprise company, specializing in identifying, researching, and perfecting foreign tax refund opportunities for clients, faced a significant challenge in its outbound sales process. The lack of a systematic approach to lead follow-up resulted in reps burning through leads faster than new ones were being created. Additionally, the company regularly onboarded sales SDRs with little to no sales experience. It typically took six months to get these reps comfortable with selling. However, in a competitive market, the company needed a way to ramp reps to full productivity faster.

The case study revolves around an Australian online retailer specializing in furniture and homewares. The company, known for its world-class customer service, was facing challenges due to its rapid growth and expanding team. The need for a next-generation telephony system to support its top-notch customer experience became evident. The company sought a solution that could be rapidly deployed and scaled, support all working locations securely with high-quality calls, integrate seamlessly with existing systems, and be easily learned by agents and technical support teams. They also required a system that could improve efficiency by providing routing, automation, and real-time views of agent activities, customer sentiment, and call outcomes. The solution needed to provide leaders, managers, workforce planners, and trainers with useful tools, reports, and actionable insights, deliver recordings and transcripts in real-time for analysis and training, and keep the customer at the heart of its vision and future roadmap.

Mynd, a company that simplifies the process of finding, financing, insuring, leasing, managing, and selling single-family rental properties, was facing a significant challenge. Each month, they were conducting thousands of outbound calls to current and prospective investors. To ensure that these clients reached the best available investor development specialist, Mynd needed to replace their outdated telephony system with a modern, efficient, agile, and scalable solution. They required an IVR system that could easily create and edit call routing rules to manage a high volume of inbound calls. Their existing system made it difficult and time-consuming to make these necessary routing adjustments. Additionally, Mynd needed to scale their quality assurance but lacked the conversation intelligence to determine which calls to monitor and how to deliver quality assurance at scale.

NFI Industries, a leading North American supply chain solutions provider, was facing challenges in managing sales reps and improving sales productivity. The company's previous sales engagement solution did not provide the ability to easily track, report on, and understand the impact of sales efforts across the team. In an industry characterized by heavy competition and long, strategic sales cycles, NFI needed a better way to create a sales pipeline and win deals. The company was in search of technologies that could allow managers to better track sales performance, manage daily activities, and report on the sales pipeline as a whole.

Rapid Screenings Center (RSC) Health, a full-service lab testing company, was facing a significant challenge in ensuring their customer service representatives could efficiently and empathetically solve customer challenges. The company's main priority was to offer top-notch customer service that would encourage repeat business. However, despite having over 14 years of experience and knowledge of common customer queries, managers struggled to provide this information to their reps during crucial moments in live calls. The challenge was to find an efficient way to equip their reps with the right information at the right time to ensure consistent, high-quality customer service.

Ooredoo Algeria, a leading 4G data network provider in Algeria, was facing a stagnation in its application-to-person (A2P) messaging business. Despite having recorded exponential growth in A2P revenues for several years, the company was grappling with rising cases of fraud that directly impacted the monitoring and monetization of traffic. The company also faced challenges such as lack of communication infrastructure, loss of messages, and a notorious gap between transmission and reception. The responsibility for A2P operations was shared across different departments, which limited engagement and business growth. Ooredoo Algeria needed a fast, efficient, and responsive communication solution that would benefit their existing and potential customer base. They were in search of an effective solution partner that would help them overcome the decline in A2P traffic, fight against fraud, and provide dedicated service to facilitate their day-to-day operations smoothly and securely.

OpenSooq, a leading mobile-first classifieds platform in the Middle East and North Africa, was facing a significant challenge with its customer on-boarding process. With over 45 million unique users, the company's verification process was complicated due to the unreliability of SMS delivery in the region. This was a major concern for OpenSooq as it aimed to provide a seamless and cost-effective customer on-boarding experience. The company was heavily dependent on SMS for verification, which was proving to be unreliable. OpenSooq was in need of an alternative customer on-boarding, verification, and service process that would offer reliable, dependable, and cost-effective communication.

Petpetgo, a leading pet supplies eCommerce company in Taiwan, was facing challenges in generating new revenue due to the increasing cost of Facebook advertising and limited exposure from dynamic ads. The company was also struggling with low return on advertising spend (ROAS) due to the rising purchase price of marketing content. Additionally, Petpetgo's mass emailing strategy lacked a proper content strategy and user engagement tracking capabilities, resulting in low open rates. The company recognized the need for a solution that would help them understand their customers better, set up targeted personalized campaigns, and gain real-time insights to optimize campaigns and messaging in response to shifts in consumer behavior and trends.

Primer Group, a conglomerate with a diverse portfolio of lifestyle, travel, fashion, and wellness brands, faced the challenge of transitioning to eCommerce amidst the surge of online shopping platforms like Lazada and Shopee. The company struggled with how to communicate to their offline customers about their online stores and how to engage with them continuously once they were online. Operating 400 stores and offering 150 monobrands, Primer was overwhelmed with a wealth of data and lacked the analytical tools to maximize and check the value of their massive database beyond campaign revenue. The closure of their brick-and-mortar Bratpack stores due to pandemic measures further necessitated the need to move their CRM online and convert their loyal customers into eCommerce shoppers.

Raiffeisenbank (RBA) was grappling with high call center costs and slow resolution times. The bank was incurring significant costs due to the use of toll-free numbers for customer service. These numbers, while free for customers, were expensive for RBA. Additionally, the bank's contact center agents were overwhelmed with heavy workloads due to the lengthy time spent on each call, leading to long waiting times for customers. RBA also identified a growing preference among their clients for alternative direct engagement channels to avoid call queues. While they had integrated Viber and Telegram into their contact center to enhance customer experience, they sought to incorporate WhatsApp, one of the most popular chat apps, into their platform. However, they needed a reliable WhatsApp Business API solution provider for this purpose.

Reflect, the first lifestyle Neobank in Jordan, faced a challenge in enhancing customer engagement despite its exponential growth and unique mobile-only value proposition. The bank, which targets millennials aged 18 to 35, sought to boost the number of monthly active users (MAU) and ensure continuity of in-app usage after onboarding. Despite offering many benefits and an enhanced user experience, Reflect wanted to promote higher engagement rates on the application, using the app’s features such as payments, savings, and personalized offers. To capture their customer’s attention, Reflect knew they needed a connected cloud communication solution that offers a seamless omnichannel experience based on the customer’s preferred online channels and promotes their app in an impactful manner.

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.

Ringo Lock, a Slovenian startup, specializes in digitizing doors to create seamless landlord experiences with smart locks. The company identified a significant challenge faced by landlords, particularly those renting out their properties on platforms like Airbnb - the delivery of keys. This issue was often exacerbated by guests arriving late or at odd hours, emergencies, or landlords getting delayed. Ringo Lock's smart, modular locks, which could be operated via phones, were designed to address this problem. However, they encountered a significant hitch - the Wi-Fi connection. The reliance on Wi-Fi led to battery draining and signal loss, especially for landlords in remote locations with unreliable or low-quality internet. This resulted in dissatisfied guests and approximately 50% of customer complaints were related to Wi-Fi access. This issue was directly impacting Ringo Lock's business expansion plans. They needed a solution that could reliably and securely connect the smart door locks with the end users.

Rosebank College, a private tertiary education institution in South Africa, was faced with the challenge of efficiently processing approximately 200,000 leads from prospective students each year. Prior to 2016, the college collected leads via manually completed lead cards at school presentations. These cards were then manually entered into the CRM system, a process that was slow and prone to human error, often resulting in inaccurate data. This inefficient process led to delays in lead capture, sometimes lasting weeks, and negatively impacted both conversation and conversion rates. The college needed a solution that would digitally transform this process, allowing for faster, more accurate lead capture into the CRM system. The solution also needed to be accessible to the college's target audience, considering that in 2016, only 36% of South Africans had access to a smartphone, while 94% used a cellphone of some kind.

Salmoiraghi & Viganò, a leading Italian eyewear and contact lens retailer, faced significant challenges in providing customer service during the 2020 pandemic. The lockdown measures and store closures severely impacted their ability to provide in-person care and service to their customers. Their existing customer service solutions, which included an outsourced call center and email, were inadequate to meet the rising customer support demands. They experienced slow response rates for email queries, decentralization of data, and a lack of metrics to measure agent performance and customer support. These challenges hindered their ability to improve or personalize their customer service. Recognizing the need for digital transformation, they sought a cloud communication platform provider that could understand their business requirements and customer needs.

Segari, an online distribution platform for fresh produce in Indonesia, was facing a significant challenge in customer retention due to slow response rates and decentralization of data. The company was struggling to meet the high demand for customer support, and lacked the necessary metrics to measure agent performance. The situation was further exacerbated by the pandemic, which led to an increase in online orders and customer support demands. The company recognized the need to adopt digital customer support to improve engagement, personalize the customer experience, reduce churn, build trust, and convert every conversation into a new sale.

Senati, a well-established educational institution in Peru, was facing a significant challenge in their student enrollment process. The institution primarily communicated application deadlines, exam registrations, and exam results through email. However, a significant number of Senati’s applicants come from lower-income households, many of whom don’t have regular access to the internet or their email. This made it difficult for these students to receive or respond to time-sensitive information. The challenge was further compounded by the fact that the marketing team was responsible for ensuring that all available spaces were filled at the time of online enrollment. The lack of internet access among a significant portion of their target audience made it challenging for Senati to communicate the value and benefits of the institute effectively.

ShoeBeDo, a Croatian footwear retailer, was facing the challenge of increasing engagement and conversion with on-demand shoppers. The company, known for its urban and wide selection of well-known brands, has a customer base that is accustomed to receiving information quickly and easily over instant messaging channels, such as Viber. With a focus on rewarding loyalty to its 210,000 ShoeBeDo Club members, both in-store and online, the retailer wanted to improve engagement through their loyalty program. Additionally, they aimed to increase the conversion rate of campaigns targeted to its club members, using a communication channel that their customers prefer.

Silver Monitor, a health tracking device for the elderly, faced the challenge of collecting live data from devices and feeding them to their central servers. The elderly, being mobile like everyone else, required a solution that could work both indoors and outdoors. Traditional connectivity options like WiFi and Bluetooth had limitations in terms of coverage and distance. Silver Monitor required a wireless-based IoT solution that could provide full data coverage and support multiple network profiles. The devices had SIM cards installed, which needed to be managed effectively. The company also needed a solution to manage data traffic and IoT SIM subscriptions to optimize their business operations.

Solidaridad, an international civil society organization, was faced with the challenge of providing training and other relevant information to farmers, miners, and other producers who were beneficiaries of its programs. The organization wanted to expand its reach and move communications to digital channels. However, a significant hurdle was that most of these beneficiaries did not have access to smartphones. Solidaridad's research indicated that over 90% of their program beneficiaries had access to basic and feature phones, making voice-based technology the most viable communication method. Therefore, the organization was in search of a reliable voice-based solutions provider that could help them disseminate information in an efficient and economical way.

Strava, a leading app for recreational and professional athletes, introduced a feature called Beacon that allows athletes to send a text message to up to three safety contacts, providing a live GPS-tracked map of their run or ride. While this feature was easy to use for athletes who carried their phones, it posed a challenge for those who used wearable devices like Garmin watches or bike computers linked to Strava. These devices were not designed to send text messages, yet they constituted over 40% of Strava's user base. Additionally, Strava needed to ensure that Beacon worked globally, as their community of athletes is spread across the world. The challenge was to find a way to send SMS from wearable devices and ensure that the SMS could be sent to and from anywhere in the world.

Telekom Deutschland, one of the world's leading integrated telecommunications companies, was faced with the challenge of creating dynamic cross-sell campaigns to increase conversion rates. The company wanted to announce a free trial of Spotify, the largest audio streaming provider in Germany, in a rich and engaging manner. The goal was not only to inform their customer base about the Spotify Premium offer but also to initiate conversion. Traditionally, Telekom Deutschland used SMS to communicate with existing customers. However, this method resulted in stagnating engagement and low conversion rates. The company realized that to promote their Spotify Premium offer effectively, they needed a digital channel that was as interactive and transformative as the streaming service itself.

Tokio Marine, a leading insurance provider in Thailand, was facing a significant challenge with its policy renewal process. The process was long, costly, and inefficient, with up to 20 of the insurer’s internal departments messaging customers directly due to a lack of unified databases. This lack of alignment led to inadvertent spamming of customers and inefficient processes where customer data was manually extracted from multiple databases and input into a third-party messaging system for delivery. Furthermore, many sent messages were undelivered, and the third-party sender reports could not explain why. This inefficiency led to a sharp rise in customer complaints, with contact center agents spending up to three days resolving complaints, leaving no time for upselling or cross-selling. The company sought to resolve these issues by partnering with external solution providers.

Tickets Travel Network (TTN), a leading online travel agency, faced the challenge of delivering critical flight information to passengers worldwide. The company aimed to notify passengers about significant changes in their flight plans, regardless of their location. The challenge was to implement a new communication channel that would ensure deliverability with or without internet connection, while also grabbing passengers’ attention. As TTN expanded into new markets, the company also needed to address the high expenses associated with sending messages to all the countries where they operate.

Ubongo, Africa’s leading edutainment company, faced a significant challenge due to the Covid-19 pandemic. With a reach of 17 million households via television and radio, Ubongo was already a major player in the African educational landscape. However, the pandemic led to a drastic drop in school enrollment rates, from over 80% to a situation where 226 million learners were unable to attend school. This led to an increased demand for Ubongo's services, particularly from parents who were struggling with homeschooling. While increasing showtimes on TV and radio met some of the demand, it became clear that there was a growing need for on-demand content and support. Parents were specifically requesting content to be sent via Whatsapp due to its data-friendly nature and widespread availability on smartphones. Ubongo also wanted to provide a platform for students to delve deeper into their content through digital platforms, chat apps, and social media channels.

UNICEF, a UN agency working to protect and promote children’s rights in over 190 countries, was facing a decrease in donor retention and an increase in churn for first-time donors. The organization needed to streamline and optimize donor communications to improve engagement, reduce churn, and convert conversations into donations. However, several challenges were hindering this process. These included siloed data and channels, lack of performance metrics, difficulty in transferring data into the CRM, and no email validation. UNICEF used SMS, email, telemarketing, and WhatsApp as its key customer communication channels, but each channel was managed through a different platform, making it difficult to deliver a consistent donor experience. The lack of a unified platform made it hard to measure performance and consolidate donor insights from multiple sources.

Unilever, a multinational consumer goods corporation, was faced with the challenge of promoting a new line of products from their leading fabric softener brand in Brazil, Comfort. The new products included a washing powder and a washing liquid with improved capabilities. Unilever sought a unique and disruptive approach for their promotional efforts that would guarantee a significant impact. They wanted to approach customers in a way that mimicked how products are organically recommended and in a manner that the customers were familiar with.

Vodafone Fiji, the leading telecom provider in Fiji with an 85% market share, was facing several challenges with its SMS and A2P messaging service. The surge in demand for data and app usage across industries led to technical and security issues, causing a significant loss in profit revenue due to unintentional blocking of legal traffic. The company found it difficult to differentiate between genuine and malicious traffic and lacked the technology to identify and block grey routes and prevent spamming content. This resulted in a rise in customer complaints due to unintentional blocking of A2P messages, mostly related to One Time Passwords (OTPs). To address these challenges, Vodafone needed to partner with a single A2P SMS security solutions provider that could manage and monetize all A2P SMS traffic and effectively detect grey routes and fraudulent traffic.

Volpy, an online application for buying, selling, exchanging, and recycling smartphones, faced a significant challenge in re-engaging its dormant users. Despite having a registered user base of one million, only 130,000 were active on a monthly basis. The company found it difficult to encourage users to engage with the app and utilize it for its primary purpose. Volpy's main objective was to increase the frequency of user interaction with the platform and re-engage those who had registered but ceased using the app. They aimed to achieve this by providing updates, incentives, and other reasons for users to return to the platform, thereby enhancing overall engagement.

Wefarm, a digital platform for small-scale farmers, was launched in 2015 with the vision of connecting these farmers with the resources and people they need to succeed. The majority of these farmers had mobile phones, but reliable mobile internet access was scarce. Therefore, Wefarm relied on SMS to increase the knowledge of its members, allowing them to ask questions and receive answers from fellow members. This bridged the gap between farming communities that were previously separated by geographical distance. However, as Wefarm planned to expand to other regions, it faced the challenge of finding a reliable global messaging provider to support its SMS-based platform.