A1 Serbia

A1 Serbia is a part of A1 Telekom Austria Group, a leader in digital services and communication solutions in the region. The group is a European unit of América Móvil, one of the largest telecom service providers in the world. A1 Serbia is committed to creating innovative solutions and services, enabling millions of users to choose and make the most of the opportunities that digitalization offers. As an international operator, A1 Serbia constantly invests in infrastructure and improves the quality of services and customer experience.

The company used SMS, push notifications, and email as their primary channels of communication. In order to centralize their communication channels, eliminate overlaps and deliver personalized messages to their target audience they recognised the need to integrate Rakuten Viber as their flagship marketing tool.

• Streamline and optimize omnichannel marketing campaigns
• Enhance communications used in the customer renewal lifecycle
• Improve E2E customer experience & satisfaction

• Rakuten Viber is integrated into the company’s Salesforce Marketing Cloud
• In synergy with other channels, Viber Business Messages are used at specific points in the customer renewal journey

• 68% Viber Business Messages delivery rate
• 72% Open rate out of delivered
• 20% Rakuten Viber share in each customer journey