Case Study: BIMA (Oman) improves customer experience and reduces support costs with Unifonic's WhatsApp Business Platform

How Unifonic's Chatbot and WhatsApp service has helped Bima to significantly reduce customer support costs and improve its quality.

Bima oman is Oman’s largest insurance aggregator portal, lining up quotes from 13 providers and handling roughly 500 policies a day while accounting for about 10% of the country’s motor insurance market. To protect data, maintain compliance and lift customer experience, Bima oman adopted Unifonic’s Customer Engagement platform—primarily the WhatsApp Business Platform and Unifonic’s Chatbot—to modernize its customer communications.

Unifonic implemented an integrated WhatsApp Business solution and Chatbot (built with Unifonic’s Chatbot Builder) tied into Bima oman’s portal, enabling agents to handle many customers simultaneously, deliver policy documents via WhatsApp, and automate initial interactions. The Unifonic solution has significantly reduced customer support costs, improved service quality and operational efficiency, helped Bima oman sustain ~500 policies per day and its ~10% motor-market share, and positioned the business to scale into B2B.

Bima oman

Said Al Rashdi

CEO