Customer engagement for retail marketing
The client is an international marketplace with branches and delivery systems in over 10 countries in Africa and the Middle East. With competition in the industry increasing, they needed a solution to grow and scale. In particular, they required a solution to remain locally competitive on pricing for their A2P messaging across all branches – for both their marketing SMS, and transactional SMS (which required higher quality routes, for real-time updates). With a global footprint and a focus on emerging markets, particularly in remote locations where employee oversight is minimal, the client required reliable and integrated multi-channel digital communications, collaboration, and customer engagement.
In a nutshell
Customer
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International marketplace
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Retail industry
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Africa and the Middle East
BICS solution
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Customized solution for traffic and financial reporting
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Established Sender IDs using local routes
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Compliance, security, and Quality of Service (QoS) enhancements
Results
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Increased customer satisfaction
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Reduced costs
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Optimized operations
Challenge
The client encountered several challenges in their operations. They needed more flexibility to remain locally competitive on pricing across the diverse countries they operate in. Additionally, their traffic and financial reporting were originally split per branch, country, and type of traffic, requiring a more streamlined and efficient approach. They also sought a straightforward communications solution that was fully compliant with local regulations, highly secure, and required minimal DevOps contribution.
Solution
To address these challenges, BICS implemented a fully customized solution tailored to the client’s specific needs. This included traffic and financial reporting integrated into one platform, providing visibility across all sub and master accounts. BICS simplified the process of establishing Sender IDs using local routes, eliminating the need for the client to sign agreements with each operator. Furthermore, the solution ensured regulation compliance through automated SMS opt-out with URL inclusion in the messages, while providing consistently great QoS with the highest delivery rates and lowest latency.
