Proscai is a Mexico-based provider of ERP solutions tailored for retailers, wholesalers, and manufacturers. With 45 years of experience, Proscai empowers over 4,500 stores to streamline their operations, manage inventory, and enhance customer engagement through innovative technology. 

Leading Proscai’s innovation efforts is Tofi Buzali, who oversees new product development, manages integrations, and drives advancements in the company’s innovation lab.

The challenge: Enhancing the deliverability of Proscai loyalty program

Proscai offers retailers the ability to manage a loyalty program that awards points to consumers after each purchase. This program uses the consumer's phone number as the primary authentication method for redeeming and using earned loyalty points.

But this posed several challenges to Proscai:

1. SMS deliverability issues

Proscai observed issues with their previous SMS provider, where some messages failed to reach their users. This created issues for consumers who couldn’t redeem their loyalty points because their phone numbers couldn’t be verified. Imagine being locked out of their own wallet. They needed a new provider with a higher delivery rate they could rely on.

2. Scaling WhatsApp as a verification channel

WhatsApp is widely used in Mexico, and it’s often more convenient for customers who lack phone signals in stores. But Proscai faced challenges scaling WhatsApp support. During testing with some clients, each required a Meta-verified phone number, adding complexity to the process. It was easier to find a provider who could handle WhatsApp as a channel directly for them.

3. Managing international customers

Proscai sends messages to Mexico, but not exclusively to Mexican phone numbers. Tourists or people from abroad often wanted to join their clients' loyalty programs, but many had international numbers. 

“To handle international numbers, we had to use a different provider, which was much more expensive and challenging to manage. Managing international phone number verifications became particularly difficult during high-demand seasons like December” added Tofi Buzali.

The solution: Using Prelude’s multi-channel API and smart routing

Tofi turned to Prelude for a comprehensive and user-friendly solution to their international SMS and WhatsApp messaging needs. After a quick implementation process, Proscai was able to fully utilize all the features of Prelude’s Verify API in no time.

“Migrating to Prelude has been super easy. Within a day, we had a proof of concept, and within a week, we pushed it into production.”

1. Reliable delivery rates with smart routing

Prelude’s API connects Proscai to a network of local and global providers, offering them access to over 1,000 routes. For each number that requires an SMS, our Verify API evaluates different parameters like IP, operator, and route conversion, to select the route that is the most likely to convert the user.

The Verify API doesn’t just track deliverability; it goes a step further by measuring conversion (how many messages sent result in the correct code being entered by the end user in the app). This provides a reliable KPI that doesn't solely depend on telecommunication providers' ability to confirm message delivery.

This approach enabled Proscai to significantly improve their delivery rates for both Mexican and international numbers, without the need to integrate multiple providers.

“The fact that Prelude uses different providers helps a lot. The smart routing that decides which carrier to use at any given moment has been working very well. We haven’t had any issues with SMS messages not being delivered since switching to Prelude, that’s a thing of the past now. And having international number support within the same platform has made everything much easier to manage.”

2. Simplified WhatsApp integration

Proscai can now send OTPs directly via WhatsApp using Prelude. The Verify API provides access to multiple messaging channels, including Viber, RCS, Zalo, and WhatsApp. If our smart routing system detects that a user lacks cellular data or is more likely to convert through WhatsApp than SMS, the OTP will be automatically sent via WhatsApp.

3. Real-time analytics and support

Proscai’s team also uses Prelude’s dashboard to monitor message delivery and costs, providing real-time insights into their operations. “We use the dashboard very often, whenever we need to check a specific phone number history or to verify the cost of a message.”

Tofi also highlighted the support provided as one of the key aspects of Proscai’s experience with Prelude. “The relationship with support has been great from the start. Having a dedicated Slack group with Prelude, where team members are super responsive, has been incredibly efficient. We get answers very quickly, feel a strong sense of trust, and every promise has been delivered.”