Customer success case study: SafariNow.com

Reliable SMS notifications for bookers and sellers

Each month, SafariNow.com sends hundreds of thousands of notifications to its bookers and sellers to keep them informed about booking confirmations, incoming quotes, inquiries and cancellations. That means that for SafariNow.com, reliability and high delivery rates are critical.

About SafariNow

SafariNow.com was founded in 1999 and has become Southern Africa's largest accommodation booking website which represents accommodation over both the informal sector (including self-catering and vacation rentals) and the formal sector (including hotels, guesthouses and bed and breakfasts.


The Challenge

With thousands of booking notifications going through the SafariNow.com platform each day, reliable communication is of the upmost importance. Partnering with a provider that can guarantee stable and fast communication was the primary goal.

"The bookers and sellers at SafariNow.com rely on interaction. Not all of the sellers have a global distribution system that distributes the information," says Matthew Evans, CTO of SafariNow.com says.

The Solution

SafariNow.com turned to CM.com's SMS API to deliver their booking-related notification. "The delivery rates must be very high", Mr. Evans continues. "CM.com provides an analytics tool that shows real-time information regarding messaging delivery time and rates. Due to the customer-centric approach that CM.com offers, we chose them to deliver our bookers and sellers quick mobile communications."

More about SMS API

The Results

Partnering with CM.com means SafariNow.com can rely on stable and fast sms messaging routes throughout the African continent and the rest of the world.

Moreover, having access to detailed analytics, means they can monitor their delivery rates daily and thereby ensuring bookers and sellers are kept informed throughout the customer journey.

Mobile innovation for customer excellence

James Bayhack, CM.com's Country Manager in South Africa about the partnership: "Since SafariNow.com's inception in 1999, they have led the way and are now recognised as the largest local booking service for South and East Africa.

With mobile-first being at the forefront of all innovative business' such as Safarinow.com and our experience in mobile solutions to the Hospitality industry we are set to ensure that due to continued changes in mobile innovation and customer demands, Safarinow.com is geared for continued customer excellence."

New ways of managing customer service

SafariNow.com and CM.com are already preparing to setup new ways of managing customer service with CM.com's Customer Contact dashboard. A single dashboard that combines multiple messaging channels such as WhatsApp Business, Facebook Messenger, Viber, Telegram and SMS within one dashboard for seamless customer service.

This dashboard creates order in the overload of communication channels, saves valuable time from your employees and increases your NPS.

Customer Contact WhatsApp Business
multi-channel messaging flow

About CM.com

Our communication platform as a service provides a smart combination of messaging, voice, authentication, data, and innovative payment solutions. Our products are available via Web Apps, API or plugins. Start-ups and enterprise businesses rely on our platform for better marketing, sales and service.

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