Infobip > Case Studies > DinarPAY: Enhancing Customer Reach and Engagement through WhatsApp and SMS Integration

DinarPAY: Enhancing Customer Reach and Engagement through WhatsApp and SMS Integration

Technology Category

Platform as a Service (PaaS) - Application Development Platforms
Robots - Wheeled Robots

Applicable Industries

National Security & Defense
Telecommunications

Use Cases

Machine to Machine Payments
Real-Time Location System (RTLS)

About The Customer

DinarPAY is a cloud-based, cashless payment gateway platform founded in 2019. It provides customers with multi-currency virtual cards and real-time authorization of debit cards. The platform also allows consumers to pay with, transfer, and top up funds in Dinar Currency (a monetary unit used in several Middle Eastern countries) via a dedicated mobile wallet. Merchants can use mobile applications as a point of sale to process digital payments through the DinarPAY platform. The company has been experiencing a steady increase in demand for its mobile wallet service, especially with the Central Bank of Libya considering regulating DinarPAY for its Mobile Wallet License.

The Challenge

DinarPAY, a cloud-based payment gateway platform, was facing a significant challenge in reaching its growing customer base. Despite the increasing market demand for its mobile wallet service and the potential expansion of its customer base due to the Central Bank of Libya's consideration of regulating DinarPAY for its Mobile Wallet License, the company was struggling with limited communication channels. Until the summer of 2020, DinarPAY relied solely on SMS updates to communicate with customers. This method was ineffective in reaching customers in certain countries, limiting the company's ability to connect with existing and new customers quickly and reliably, regardless of their location or preferred communication channel.

The Solution

To overcome this challenge, DinarPAY introduced WhatsApp as a new communication channel for banking updates and authentication. The company partnered with Infobip to continue its SMS communications and to employ its WhatsApp Business Platform solution. This move allowed DinarPAY to better communicate and engage with customers in countries where SMS contact was not possible. Now, every customer across DinarPAY’s operations in Libya and Tunisia receives real-time notifications about account updates and transactions, security reminders, and two-factor authentication to verify payments. Customers can also register for a DinarPAY account via WhatsApp, offering a simpler alternative to SMS. The integration of WhatsApp also provided a verified tick to reassure customers that the service is verified, linking through to DinarPAY’s website and contact page for a quick transition from app to website.

Operational Impact

The integration of Infobip’s WhatsApp Business API solution into DinarPAY's customer communications mix has significantly improved the company's ability to connect with customers worldwide, enhancing its efficiency in serving customers. Since its launch in October 2020, WhatsApp has enabled DinarPAY to serve over 40,000 customers and expand its customer base by 50%. The new communication channel has also improved the company's ability to handle customer queries, with a 70% success ratio. As the service evolves, DinarPAY plans to use WhatsApp to manage C2C transactions, instant inquiry services, and eKYC verification processes.

Quantitative Benefit