Success Story
How by.U boosted onboarding conversions with Insider’s personalized solutions
Architect
Push Notifications
Journey Orchestration
40%
of the first time purchases
driven by Insider capabilities
19X
Greater Open Rate
compared to regular pushes
Increased ROI
Industry
Telco
Category
Personalization
Cross-Channel Marketing
Marketing Automation
Solution
Architect
Partnering with Insider 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’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
Executive summary
by.U faced high drop-off rates during SIM card onboarding, impacting growth. To tackle this, they used App Surveys in Architect for personalized messaging, achieving 19x higher open rates than standard push notifications. By designing six tailored onboarding journeys based on user feedback, by.U reduced drop-offs and improved user experience. Insider’s efforts drove nearly 40% of first time purchases, highlighting the power of targeted engagement strategies.
About by.U
Established in 2019, by.U Indonesia is the country’s first digital telecommunications provider. Backed by Telkomsel, they strive to offer experiences that go beyond traditional telco services.
Why Insider?
As part of Telkomsel Group, by.U needed better customer engagement. Finding Salesforce Marketing Cloud lacking for local needs in Indonesia, by.U chose Insider, inspired by Telkomsel’s positive experience. After a competitive RFP and successful POC, by.U partnered with Insider. Over the last three years, by.U has engaged the young generation using real-time marketing and modern strategies like gamification using Insider.
USE CASE #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, 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
The results
19X
Greater Open Rate
compared to Normal Pushes
40%
of the first time purchases driven by Insider capabilities
Summary
by.U faced significant drop-off rates during their SIM card onboarding process, which affected user acquisition and overall growth. By leveraging personalized messaging through App Surveys in Architect and tailoring six distinct onboarding journeys, they successfully addressed drop-offs at each stage, with Insider contributing in nearly 40% of the loyalty program purchases.
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.
Favorite feature
Architect
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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