Transactions through WhatsApp APIs
Digital Transformation and Automation Projects
01: Digitalization of HRIS and Supply Chain System
02: Employee Self Service Portal
03: Digitalization of MIS system
04: Transactions through WhatsApp APIs
05: Enhancing call center efficiency
06: Optimizing Digital onboarding
07: Digitalization of HRIS Process.
08: Implementing ERP solution
Year
2024
Client
WhatsApp APIs
Industry
Financial Industry
Type
Digital Transformation
Introduction
This case study explores the innovative use of WhatsApp as a transactional platform. It describes how a company leveraged WhatsApp's features to offer exceptional experiences for its customers for communication, transaction processing, and customer support.
Challenge
The company only offered traditional digital platforms (web portal and mobile app) for the provision of transactional and others services to its customers. Alternative digital service delivery platforms were uncommon in the industry due to a lack of awareness regarding data security, implementation, and cost. Therefore, the company faced a challenge in increasing the pace of digital activations and usage of digital services from these existing traditional platforms to reduce operational costs and increase efficiency.
Solution
Execution of Transactions: Option to initiate transaction requests for investment, fund transfers and redemptions
Account balance: Option to view balances for all accounts
Detailed account statement: Option to request account statement for accounts as per the selected period
Tax certificate: Option to request tax certificate for accounts as per the selected period
Daily fund prices: Option to view daily fund prices
Request a meeting: Option to request a meeting with the sales staff
Result
Over the course of one year, the company achieved significant outcomes as a result of its strategic initiatives. Firstly, digital activations saw a remarkable increase of approximately 108%, reflecting a strong shift towards digital engagement. Additionally, the ratio of digital to manual transactions improved by about 41%, indicating enhanced efficiency and a successful transition to more automated processes. Furthermore, the company realized substantial cost savings, which grew by approximately 66%, underscoring the effectiveness of its cost management strategies. These outcomes highlight the company's commitment to innovation and operational excellence.
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