Telefónica Increases App Store Rating and New User Retention by 50%

Telefónica relies on Swrve to confidently scale communications across millions of customers in real time.

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About Telefonica

Telefonica is one of the largest telecommunications companies in the world by market capitalization and number of customers. It has a comprehensive offering and quality of connectivity that is delivered over world class fixed, mobile, and broadband networks. As a growing company it prides itself on providing a differential experience based both on its corporate values and a public position that defends customer interests.

The company has a significant presence in 17 countries and over 300 million customers around the world, with a strong base in Europe and Latin America.

Challenge

The Telefonica team’s goals included decreasing churn, elevating personalized engagement, and increasing customer satisfaction in their Smart Wifi app. The ability to confidently scale 1:1 communications across millions in real time would allow them to meet expectations exactly when and where it matters most for a functional app experience: when customers are at home.

By implementing a solution that could process and segment billions of customer actions in real-time and deliver deeply relevant messaging in milliseconds, Telefonica could scale meaningful communications with confidence and optimize their engagement to meet and exceed 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 enterprise-grade AI is also built to optimize the unique send-time of every customer interaction, enabling Smart Notifications to be the most intelligent delivery solution for Telefonica engagement.

With Swrve, Telefonica could send mobile push and in-app messages that deliver real-time value for individual customers, moving the needle on key KPIs like engagement, app store ratings, and new user retention.

The Results

With Swrve, Telefonica could confidently scale relevant communications that deliver individualized service and satisfaction to customers in times of need. With hyper relevant messaging making an impact in real time, Telefonica saw valuable increases in engagement. Other Telefonica and Swrve successes include:

A 53% lift in app store ratings—from 2.8 stars to 4.3 stars
New user retention increased by 50%
Increased activity in users that were at risk of churn

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