CASE STUDY

SMS CONFIRMS USER IDENTITIES, REDUCES FRAUD & PROVIDES AN EFFECTIVE COMMUNICATIONS CHANNEL

Talabat.com makes ordering food fast and easy for its customers. As a information to their customers including timely, personalized information pioneer of the industry in the , Talabat through SMS-based alerts, reminders, notifications, invites, one-time- delivers a wide variety of cuisines from international and local restaurants. passcodes (OTPs) and other automated messages. As a result, Talabat Talabat is the go-to destination for online food ordering, offering its is experiencing increased user engagement, higher satisfaction rates, an services in , , KSA, , UAE, and . uplift in customer lifetime values (CLV), faster growth and less fraud.

Talabat simplifies the ordering process for its users by providing a dynamic and protected experience. With TeleSign, Talabat connects each user with their valid mobile number and uses it as a trust anchor for “With TeleSign’s SMS APIs, we’re effectively authentication and communication throughout the customer account lifecycle. By confirming identities with a two-factor authentication (2FA) authenticating users without impacting and phone verification process, Talabat has reduced the number registration conversions and we now have of fake orders hitting their system and they now maintain valid and reachable phone numbers for each of their users, which has resulted accurate, reachable and verified phone in more timely and accurate deliveries. Having valid mobile phone numbers for effective on-going customer numbers also provides an effective channel for on-going SMS customer communications. communications – this is a huge advantage

Talabat evaluated other vendors but ultimately selected TeleSign for us.” because their communications platform out performed other solutions with higher global SMS delivery rates and broader reach in Talabat’s HEAD OF PRODUCT target countries. With TeleSign, Talabat provides a constant flow of TALABAT

INDUSTRY PROFILE • On-Demand Services – • Founded in 2004 • Website: https://www.talabat.com/uae • App available for Android & iOS

CHALLENGES BENEFITS • Required a security solution to help reduce fake • Reduced fraud - less fake orders and orders without adding friction to legitimate users fewer invalid phone numbers • Needed an easy way to verify and validate user • Accurate customer info - improved accuracy of deliveries & phone numbers at registration established a channel for on-going communications • Needed to resolve continual SMS delivery issues / • Higher global SMS delivery rates – critical SMS messages find a replacement vendor reach customers quickly CASE STUDY

CHALLENGES Accurate customer info - improved accuracy of deliveries & established a channel for on-going communications With any on-demand delivery business, having verified and validated On occasion, Talabat delivery drivers need to contact their customer phone numbers is essential for confirming user identities, customers to confirm delivery addresses or ask questions about the reducing fraud, on-boarding, delivery fulfillment and on-going order. An invalid phone makes this difficult. Having verified phone communications. Talabat chose to attach a verified phone number numbers has created an effective SMS communications channel for to each of their customer accounts when first registered to establish on-going engagement with Talabat customers. a global trust anchor. From there, that user’s identity could be easily be confirmed when they access their account from a new browser Higher global SMS delivery rates – critical SMS messages reach or device, add a new credit card, or even make a purchase above a customers quickly certain amount. With TeleSign, Talabat has resolved their SMS delivery issues as Talabat utilizes 2FA, which combines passwords with a second SMS messages now reach their intended recipients quickly. Talabat factor—in this case, a one-time passcode sent via SMS to their selected TeleSign because they provide higher SMS availability, mobile phone number. They were looking to replace their original delivery and completion rates, with unmatched international vendor because they were experiencing continual SMS delivery and coverage. latency issues, where these critical 2FA messages were not reaching intended recipients. This led to a negative impact on the registration process, disruptions to the flow of consistent communications and ABOUT TALABAT lost revenue. Talabat.com is an online food ordering service that helps customers find restaurants in their area, filter by cuisine, browse menus and SOLUTION place their orders with an option of online payment or cash on delivery. Talabat is based in Kuwait operating across 7 countries: Sending an SMS message may seem simple, but it’s actually a very Kuwait, Kingdom of , , Oman, complex process. As a Mobile Network Operator (MNO) and part of Bahrain, Qatar and Jordan. Their goal is to provide a best-in-class the BICS family (leading international telecommunications enabler), customer experience. The Talabat app available on Android and iOS. TeleSign has mastered the intricacies of sending SMS messages. This was a key reason Talabat deployed a TeleSign SMS solution. TeleSign’s vast network spans across 700+ high-quality, direct-to- carrier routes with providers worldwide. With TeleSign’s SMS API, Talabat’s messages are consistently being delivered on-time and reaching global customers. With significantly improved SMS delivery rates, Talabat has increased registration completions, improved “When an invalid phone number is customer satisfaction rates and has encouraging active use and provided or entered incorrectly, it makes it repeat sales. difficult to reach the customer or deliver an order, with TeleSign phone verifications, KEY BENEFITS we no longer have that problem.” Reduced fraud - less fake orders and fewer invalid phone numbers HEAD OF PRODUCT To combat fraud, Talabat uses 2FA via SMS. By doing this, Talabat TALABAT decreases the probability of fake delivery orders and account compromises, where an attacker attempts to gain access to a person’s account and credit card information. By verifying users through their mobile device, Talabat is also seeing fewer invalid phone numbers, which helps ensure SMS notifications reach their customers.

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