Case Study: Hrvatski Telekom achieves faster issue resolution and higher bill payments with Infobip

Hrvatski Telekom Introducing new communication services for enterprise clients

Hrvatski Telekom, Croatia’s leading telecommunications company, was dealing with high call volumes from repetitive business-customer requests and poor response rates on overdue payments. Working with Infobip, the company sought to reduce pressure on its contact center and improve support for POS/fiscal register issues, billing queries, and dunning processes using conversational messaging and chatbots.

Infobip implemented WhatsApp chatbots, automated messaging on Viber and SMS, and supporting tools such as Answers, People CDP, Moments, and cloud contact center integrations. The results were strong: more than half of fiscal register queries were resolved without an agent, and 57% of customers paid within five days of receiving dunning messages, including 62% via Viber and 38% via SMS.

Hrvatski Telekom

Ivana Beli Oštarčević

Director of ICT Portfolio Sector