Infobip > Case Studies > Jazz: Enhancing Customer Service and Reducing Costs with WhatsApp Business Platform

Jazz: Enhancing Customer Service and Reducing Costs with WhatsApp Business Platform

Technology Category

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

Applicable Industries

Telecommunications

Applicable Functions

Sales & Marketing

About The Customer

Jazz is Pakistan’s largest mobile network operator and a part of VEON Ltd, a multinational telecommunications services company headquartered in Amsterdam, Netherlands. Jazz provides a range of services for prepaid and postpaid customers as well as to individuals and corporate clients. Serving over 59 million subscribers nationwide, Jazz has maintained market leadership through cutting-edge, integrated communications solutions, the strongest brands, and the largest portfolio of digital value-added services.

The Challenge

Jazz, Pakistan’s largest mobile network operator, was facing a challenge in providing a quick self-service option for their 59 million subscribers. As a market leader with a goal to digitalize customer care, Jazz was seeking a way to enhance the overall customer experience. Previously, Jazz customers had to visit service centers or call customer support to receive tax certificates or duplicate bills, processes that often took up to 24 hours to complete. This lack of self-service led to high volumes of calls being made to Jazz’s call center and many visits to their service centers. Jazz wanted to provide self-service options to customers over their favorite chat app – WhatsApp.

The Solution

Jazz partnered with Infobip to integrate the WhatsApp Business Platform. In the first phase, Jazz used Infobip’s platform to offer WhatsApp as a self-service channel option to postpaid customers. After the initial success, the service was extended to their entire subscriber base, including prepaid customers. To start using the new channel, Jazz customers had to send a message saying 'Hi' to a specific number over WhatsApp. An automated message would then respond with menu options for the customer to choose how they would like to proceed. With WhatsApp Business, all Jazz customers can now check their balance and billing details, check their package details, get their tax certificates, and top up their account or pay their bills.

Operational Impact

The implementation of the WhatsApp Business Platform has significantly improved Jazz's customer service. Customers no longer have to visit service centers or call customer support to complete basic processes. They can now access billing information, generate invoices, and receive their tax certificates through WhatsApp. This has not only improved the customer experience but also reduced the operational costs for Jazz. The mobile network operator was able to reduce tax certificate call costs by 32% while recording a Net Promotor Score of 80/100. Additionally, the ease of use recorded by customers was 9.2/10, indicating high customer satisfaction.

Quantitative Benefit

Over 250,000 customers have taken advantage of the Jazz WhatsApp self-service channel
Jazz has experienced 71,000 saved calls in three months
More than 100,000 tax certificates issued