How 8x8 SMS API supercharges eCommerce at King Power

The Challenge: The drive for digital excellence

King Power Corporation started as a brick and mortar retailer and formed a click and collect before adding an online shopping option in late 2019. The company started looking for a communications API option that would help kick start its online operation and boost its customer communications. When the COVID-19 pandemic hit, it brought unprecedented challenges, particularly in managing eCommerce costs due to decreased tourism in Thailand, making the search even more imperative.

“We needed to look for ways to reduce expenses because there was a drop of tourists entering Thailand,” recalls Boonthavee Jarudomrongsak, the VP of Digital Delivery Management at King Power. Jarudomrongsak and his team were looking for an option that would help the company communicate directly with customers, without costing too much.

“In particular, we were trying to reduce the expenses related to eCommerce, cloud platform, and SMS,” says Jarudomrongsak. “Eventually we found 8x8, and we saw that it really excels when it comes to SMS marketing speed, performance, and delivery. It’s the perfect solution for us.”

The Solution: A strategic partnership with 8x8

For King Power, 8x8 stood out for its superior SMS API, making the decision a no-brainer. SMS is a popular tool used to facilitate classic marketing tactics, and 8x8’s SMS API offers straightforward integration, simple automation, intelligent routing, and a consolidated dashboard for easy campaign management and bulk scheduling. Plus, 8x8 research shows more than 90% of SMS texts are read within three minutes.

8x8’s SMS API makes it possible for King Power to serve its large customer bases in a timely manner. And because SMS doesn’t rely on internet networks for delivery, it allows the company to reach customers even if they live in poorly connected regions, are traveling, or are otherwise unavailable.

Today, King Power efficiently manages communications with over 850,000 customers, sending more than 200,000 SMS annually.

The Result: Cost savings and improved CX

As part of King Power's digital transformation team, Jarudomrongsak and his team have been pivotal in overseeing digital projects, including the development of the company’s new website and its mobile applications for iOS and Android. The focus has been on enhancing the customer experience and streamlining the shopping process, leveraging SMS to facilitate secure, and ensuring efficient interactions.

The implementation of 8x8's SMS API solution brought significant cost savings for King Power, reducing operating costs by a massive 30%. The high delivery rates and top-notch performance of 8x8's SMS messaging have been crucial in maintaining customer satisfaction and trust.

King Power's partnership with 8x8 has not only enabled the company to run its online business effectively but also to deliver exceptional service to its customers. “The SMS solution provided by 8x8 has always had high delivery rates with little to no errors, and we’re proud to partner with 8x8,” says Jarudomrongsak.