Segari: Streamlining Customer Support with IoT for Enhanced Efficiency and Engagement
Technology Category
- Networks & Connectivity - 5G
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Functions
- Procurement
- Sales & Marketing
Use Cases
- Real-Time Location System (RTLS)
- Time Sensitive Networking
About The Customer
Segari is a rapidly growing online distribution platform for fresh produce, specializing in selling fruit, vegetables, meat, and household groceries. The company operates primarily in the Jakarta greater area, with plans for expansion. Segari's mission is to provide high-quality fresh produce to Indonesian households, while also streamlining the agricultural supply chain and empowering local communities. The company faced challenges in customer retention due to slow response rates and decentralization of data, particularly during the pandemic when online orders increased significantly.
The Challenge
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.
The Solution
To address these challenges, Segari partnered with Infobip to set up a single interface that unified their data and delivered an end-to-end customer engagement journey. The Infobip communication platform provided Segari with a customer data platform, People CDP, to centralize their data and segment audiences for personalized promotions and campaigns. It also offered a customer engagement solution, Moments, to set up communication flows and automate the delivery of promotional messages. Additionally, the platform included a digital-first contact center solution, Conversations, that allowed customers to contact an agent effortlessly and enabled Segari to track agent performance. The platform also integrated the WhatsApp Business Platform for real-time interaction and promotional messaging with customers.
Operational Impact
Quantitative Benefit
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