Digicel Triples Mobile Engagement and Increases Retention Over 50%

Digicel relies on Swrve to increase revenue, engagement, and retention on mobile

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About Digicel

Digicel Group Limited is a limited liability exempted company incorporated under the laws of Bermuda and owned by Mr. Denis O'Brien. Digicel Group is a total communications and entertainment provider with operations in 33 markets in the Caribbean, Central America and Asia Pacific. After 17 years of operation, total investment to date stands at over US $5 billion worldwide.Digicel also runs a host of community-based initiatives across its markets and has set up Digicel Foundations in Haiti, Jamaica, Papua New Guinea and Trinidad and Tobago which focus on educational, cultural and social development programs.

Challenge

Goals of the Digicel team included increasing app user activity, reducing calls to customer care agents, and lifting LTV with more meaningful app engagement. Speaking to users in real time with relevant engagement meant they could capitalize on new interactions and strengthen their connections with customers.

By implementing a solution that could process and segment billions of customer actions in real-time and optimize messaging in milliseconds, apps like Digicel can scale meaningful communications with confidence and refine their engagement to meet and exceed their goals.

Solution

Swrve’s enterprise-grade triggering and targeting work to create dynamic user journeys that deeply refine the accuracy and precision of relevant messaging at scale. Swrve’s A/B testing allows teams to experiment with as many as 99 UX resource variants at a time to reveal the number of users who engage, behaviors that follow, and revenue generated by variant.

With Swrve, Digicel could send A/B-optimized mobile push and in-app messages that deliver real-time value and inspire action, moving the needle on key KPIs like revenue, engagement, and retention.

Results

With Swrve, Digicel could confidently scale relevant communications in a way that showcases the value of their apps and deepens customer relationships. With hyper relevant messaging making an impact in real time, Digicel saw sharp increases in daily active user (DAU) engagement. Other Digicel and Swrve successes include:

Retention rates rose over 50%
Over 1M additional app sessions
Mobile engagement rates tripled

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