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Infobip – Transforming the way businesses communicate and build customer experiences

Dharshan Naidoo, Enterprise Team Lead of Infobip shares how Infobip is a global cloud communications platform that enables businesses to build connected customer experiences across all stages of the customer journey at scale, with easy and contextualised interactions over customers’ preferred channels.

Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication security and contact centre solutions help clients and partners overcome the complexity of consumer communications, grow their business and increase loyalty– all in a fast, secure and reliable way.

Dharshan says that Infobip has over a decade of industry experience and has expanded to include over 65 offices on six continents. As a result, they can offer natively built technology that has the capacity to reach over seven billion mobile devices and ‘things’ in more than 190 countries connected to over 800 telecom networks. Their company also serves and partners with leading mobile operators, messaging apps, banks, social networks, tech companies, and aggregators.

Dharshan shares how Infobip’s CEO, Silvio Kutic, was presented with an interesting challenge in 2006. He says that the world was transforming and the way we communicate in it was transforming even faster. While individuals and consumers were adapting and upgrading themselves, businesses were still trying to catch up.

Silvio realised modern-day customers have access to a massive and growing selection of channels, meaning that traditional strategies were no longer adequate for B2C communication in the digital age. This led him to start Infobip out of Vodnjan, a small town on Croatia’s Istrian coast.

As Enterprise Team Lead, Dharshan is passionate about using technology to solve problems / pain points. He shares an example of when Infobip partnered with Harambee Youth Employment Accelerator (NPO that is focused on tackling the global scourge of youth unemployment). Harambee needed an omnichannel solution that would facilitate communication with their network of more than 700 000 job seekers, over the channel of their choice.

Infobip delivered an omnichannel platform that enables communication over SMS, USSD, email and WhatsApp. Dharshan says that they were quite proud of this project, especially with all the work Harambee does to tackle youth unemployment.

Dharshan has learnt many lessons during his career. A few of which are to:

  • be productive and intentional with your time
  • build a support group
  • not to forget to enjoy your successes and wins

When Dharshan was asked why he does what he does, he said that he has a passion for advocating tech. He shared how technology has revolutionised our world and that at Infobip he gets to see first-hand how they use technology to solve complex and simple problems for clients.

Dharshan believes that small businesses are the backbone of the economy. At Infobip they see themselves as enablers – using their technology to help them better connect with their customers, understand them better and ultimately grow their bottom-line.

Infobip is a proud Premier Member of the NSBC. When asked about their experience as a member, they said that they have found it to be great. They said that the NSBC are highly engaged, responsive and proactive in the way that they deal with members.

If you would like more information about becoming an NSBC Member visit www.nsbc.africa.