AppZone: Achieving 98% uptime with SMS and USSD

Challenge

AppZone, a Nigerian fintech software provider, needed to improve its reliability and reduce support times and costs for its transactional SMS and Unstructured Supplementary Service Data (USSD) platforms.

SMS and USSD platform solutions are part of the services AppZone provides to financial institutions to communicate with their customers across the continent. Until 2020, they relied on various solution providers in their different markets. All of these solutions had mixed levels of success. AppZone recognized they would need to harness the services of a reputable communication solutions provider to successfully provide customers with reliable and fast SMS and USSD proprietary platforms.

The objective was to guarantee at least 98% uptime. The business also needed to find a provider that could offer local support at country level.

Solution

With our reputable brand in the region, alongside our work with over 350 banks and financial institutions, AppZone decided to implement our USSD and SMS solutions. Using these solutions enable AppZone to onboard microfinance banks securely and more efficiently.

SMS allows AppZone customers to offer transactional services, including delivering OTPs, account balances, and other financial notifications, quickly and effectively. They can also utilize USSD to check account balances and top-up their airtime.

Neither SMS nor USSD require internet connectivity, ensuring services remain accessible regardless of mobile device capabilities.

Result

The solutions took about two weeks to implement. The USSD and SMS platforms have proven to provide the targeted uptime of 98% for the end-users of AppZone’s enterprise customers.

The better service resulting from Infobip’s solutions led to increased customer satisfaction and further positioned the business as a leading service provider. Reliable solutions ultimately drive brand loyalty, increase sales, and positively impact the organization’s bottom line.

These solutions have also significantly improved the efficiency of AppZone’s business. The company now allocates much less time and resources to support issues and customer queries. This has enabled staff to concentrate on new product development, higher-value conversations, and other core functions. AppZone has also indicated that it will continue to use us as a provider to execute its expansion strategy into other African countries.