Thailand’s travel retail group King Power Corporation has integrated an SMS API solution into the e-commerce platform to facilitate the processing of orders, customer verifications, and timely SMS notifications for a better customer experience.
This integration allows King Power to efficiently manage communications with over 850,000 customers, sending over 200,000 SMS annually.
King Power Corporation’s vice president of digital delivery management, Boonthavee Jarudomrongsak, told iTnews Asia the group has integrated 8x8's SMS services, which could be operational within a week, to address operational needs.
This has resulted in a 30 percent reduction in operating costs, said Jarudomrongsak.
8x8, Inc., is an American SaaS provider of voice, video, chat, contact centre, and enterprise-class API solutions provider.
SMS messages have a delivery rate of over 97 percent and an open rate of 90 percent, Jarudomrongsak added.
With 8x8's intelligent routing capabilities, King Power could define SMS routes based on the message's importance.
Non-urgent marketing messages could be directed through less expensive, slower routes, while critical OTP (one-time password) or 2FA (two-factor authentication) messages could use faster routes to ensure prompt delivery.
8x8’s general manager, CPaaS, Stephen Hamill, said the platform’s smart channel routing allows SMS messages to be sent through cheaper messaging channels including Viber or WhatsApp, instead of relying solely on premium-rate operators.
Omnichannel campaign management platform
Beyond the SMS API, King Power is using 8x8 Connect - the omnichannel campaigns management platform – to simplify campaign management and bulk scheduling.
It offers a consolidated dashboard for reporting and analytics, which improves operational efficiency and optimises the success of marketing campaigns.
According to Jarudomrongsak, the group is using 8x8 Connect’s Automation Builder, a visual drag-and-drop tool to create automated workflows, campaigns, and customer interactions easily.
This tool enables around-the-clock customer engagement, helps resolve basic issues, and sends reminders and notifications, he added.
Hamill said the analytics provided by 8x8 Connect offer deeper insights into campaign efficiency and customer behaviour.
This helps personalise interactions with customers which in turn enhances customer satisfaction and loyalty.
King Power benefits from 8x8’s local Thai team, which provides 24/7 in-country support and local market expertise, he added.
“We are also working on an all-in-one-authentication, low-code Identity Management Platform that will future-proof businesses against evolving security challenges while ensuring unparalleled user experiences,” said Hamill.
