Case Study: Ibancar achieves scalable, automated customer engagement with Infobip

Ibancar Driving digital credit journeys from application to approval with conversational messaging

Ibancar, a Spain-based fintech, needed a scalable way to manage rapid growth and more than 40,000 monthly leads without overloading its customer service team. The company turned to Infobip and its conversational messaging tools, including WhatsApp, to automate support and unify fragmented customer communication across the loan journey.

Infobip implemented a connected omnichannel solution using Answers, Conversations, People CDP, and WhatsApp Business, SMS, and RCS for outreach and service. As a result, Ibancar now resolves around 3,000 requests automatically each month, moves 60% of valid leads through the funnel without agent intervention, and handles over 40,000 monthly interactions more efficiently, all while keeping customer service team growth minimal.

Ibancar

Marcelo Teplitzky

Head of Product & Growth