Case Study: Annapurna Financial Services enhances customer experience and operations with Infobip

Annapurna Financial Services Enhancing operations and CX with digital communications

Annapurna Financial Services, a leading micro-finance institution in India, needed a better way to streamline customer communications, improve operational efficiency, and meet compliance requirements. Delayed customer responses, high manual follow-up costs, and multi-channel regulatory risks made it difficult to support underserved customers effectively. Infobip helped Annapurna address these challenges with digital communications tools including SMS, IVR, WhatsApp, Moments, Answers, and Conversations.

Infobip implemented automated reminders, IVR voice calls, and a 24/7 WhatsApp chatbot to enable faster, two-way customer interactions and more self-service support. The result was a 2x increase in digital adoption within three months and a 12% increase in product adoption for the JIT loan, while also improving customer experience, transparency, accessibility, and RBI-compliant communications.

Annapurna Financial Services

Ashish Mishra

Product Head