SUCCESS STORY

How by.U boosted onboarding conversions with Insider One's personalized solutions

How by.U boosted onboarding conversions with Insider One's personalized solutions

40%

of the first time purchases driven by Insider One capabilities

19X

Greater Open Rate compared to regular pushes Increased ROI

Increased ROI

Challenge

Challenge

by.U struggled with SIM card onboarding drop-offs, with weak communication at key moments causing users to abandon the journey before completion.

Solution

Solution

Insider One used App Survey within Architect to personalize messaging and collect feedback, then refined the onboarding flow with six tailored journeys to reduce drop-offs.

Result

Result

Insider One helped drive a 19X Greater Open Rate compared to regular pushes.

ABOUT THE CUSTOMER

Established in 2019 , by.U I ndonesia is the country's first digital telecommunications provider. Backed by Telkomsel, they strive to offer experiences that go beyond traditional telco services.

INDUSTRY
Telco
SOLUTIONS
Architect
CHANNELS
Web
Email
Site Search
Conversational CX
WhatsApp
Web Push
InStory
App
SMS & RCS
WHY INSIDER ONE

SUCCESS STORY #1

Overcoming high drop-off rates in onboarding

The Challenge

by.U encountered significant challenges with its SIM card onboarding process. Although there was strong initial interest from users, a high drop-off rate occurred at multiple stages of the onboarding journey. This resulted in a substantial gap between the number of users who began the process and those who completed it, adversely affecting by.U's acquisition rates and overall customer growth. The lack of effective communication at critical moments during the onboarding process further contributed to user frustration and abandonment.

The Solution

by.U leveraged App Survey within Architect to personalize messaging, resulting in significantly higher engagement rates compared to users who did not receive the App Survey. By using the feedback collected, by.U continuously refined the onboarding journey. They implemented six distinct journeys specifically tailored to the onboarding process, each designed to address and mitigate drop-offs at every stage, ensuring a smoother and more engaging user experience.

At by.U, connecting with our users and listening to their feedback is core to our approach. By leveraging surveys through Insider One, we gain valuable insights from our young customers, enabling us to respond quickly and continuously refine our strategies to boost retention. We know that young people can easily lose interest and trust, so adapting and evolving based on their needs is essential. This focus has allowed us to enhance our onboarding process and significantly drive conversions.

Growth Hack Lead
Byu

Partnering with Insider One transformed our SIM card onboarding process. With personalized App Surveys and real-time feedback, we boosted user engagement, achieved 19x higher open rates, and increased first time purchases. Insider One's dedication to understanding our needs and optimizing strategies has significantly impacted our growth. We value this collaboration and look forward to more success together.

Growth Hack Lead
Byu

19X

Greater Open Rate compared to Normal Pushes

40%

of the first time purchases driven by Insider One capabilities

Looking ahead

Looking ahead Looking ahead

Looking ahead

by.U's current automation efforts are heavily focused on the onboarding process. However, they plan to expand these use cases to cover the entire customer lifecycle, including retention, reactivation, and upsell/cross-sell strategies. Additionally, by.U aims to incorporate new channels like WhatsApp in a more sustainable and effective way.


What stands out as by.U's favorite feature is the ability to use App Surveys within Architect to personalize the user experience. This feature not only allows them to gather direct feedback from users but also enables them to adjust and optimize the onboarding journey based on real-time insights, leading to higher engagement and reduced drop-off rates.

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