Infobip > Case Studies > KINZ: Streamlining Data Validation and Client Authentication with Omnichannel Communication Platform

KINZ: Streamlining Data Validation and Client Authentication with Omnichannel Communication Platform

Technology Category

Networks & Connectivity - 5G
Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

National Security & Defense
Telecommunications

Applicable Functions

Quality Assurance

Use Cases

Personnel Tracking & Monitoring
Real-Time Location System (RTLS)

About The Customer

Established in 2009, KINZ is Jordan’s first CRM portal that builds distinctive databases to serve various sectors. As a premiere resource of Jordanian intelligence, KINZ provides its clients with comprehensive and detailed business information. The company is known for the most updated and accurate corporate data in the region, with all records constantly checked, updated, and verified by qualified staff. Leading businesses in the region trust KINZ in offering an unparalleled volume of error-free corporate data in a compliant way.

The Challenge

KINZ, Jordan’s leading subscription-based CRM platform, faced a significant challenge in maintaining the accuracy and integrity of its corporate data. The company's manual and disjointed data validation and client authentication processes were labor-intensive and inefficient. Staff had to manually divide contacts, make cold calls, update contact details on spreadsheets, and upload them onto the CRM. This resulted in a disjointed effort in unifying data, overburdened staff, increased costs due to manual processes, and an over-reliance on phone calls. Additionally, KINZ needed to ensure the security of the information on their platform and verify that it was only being accessed by their business clients. The company needed a single communication platform that could automate their processes, collect and unify data without manual hindrances, and verify existing clients while still providing an excellent customer experience.

The Solution

KINZ partnered with Infobip to implement a single omnichannel communication platform that could automate data collection and client verification processes. Infobip's customer data platform, People CDP, automatically collects and updates the existing database, flagging contacts that are new or need to be updated. This triggers the customer engagement solution, Moments, to initiate a phone call for data validation, with an automated IVR using the Voice solution asking a series of validation questions. WhatsApp Business Platform was also set up as an alternative channel for a conversational experience. When needed, agents take over the chat with Conversations, a cloud contact center solution. This automation-human hybrid approach gave agents a 360-degree view of the contacts profile and conversation history. All these solutions worked synchronously, collecting, updating, and unifying all the data in real-time. Infobip’s communication platform also catered to authenticating their existing clients via two-factor authentication (2FA) over SMS, ensuring real-time security without hampering customer experience.

Operational Impact

The implementation of Infobip’s single platform resulted in a unified omnichannel communication approach that significantly improved KINZ's data validation and verification process. The platform enabled friction-free collection and unification of data, automatic real-time data updates, and a seamless validation process with IVR via Voice and WhatsApp Business as a failover. The automation-human hybrid approach empowered agents to deal with more complex queries, improving their efficiency by 20%. The two-factor authentication (2FA) over SMS during signup ensured a secure customer experience and data protection. Overall, the new system led to a 50% reduction in operational costs and a 30% conversion rate.

Quantitative Benefit