Case Study

Three UK Increases Revenue by 79% With Real-Time Mobile Messaging

In 2003, Three disrupted the UK telecom scene as the first 3G-only network, setting the stage to be the trailblazer in connectivity. Evolving into a connectivity giant with over 10 million customers, today Three connects people to people, people to things, and things to things.

Bringing real-time value and convenience to users across the UK

Three strives to make life as easy as possible for its customers. Whether it’s building the best network or improving access, they’re committed to delivering better, more valuable experiences at every touchpoint.

As the first telecom operator to offer mobile broadband anywhere in the world, Three has always worked to break barriers and offer real value and convenience to its customers. And with the goal of becoming the UK’s Best Loved Brand, Three knew it needed a way to better connect with customers on an individual level.

Key Outcomes

79%surge in revenue

by sending relevant messages at optimal engagement times

51%in-app survey participation

providing valuable insights to enhance the app experience

47%increase in time spent in app

as a direct result of time-sensitive messaging and content

24%boost in cross-sells

through targeted promotions and push-to-in-app user journeys

The Challenge

Providing 1:1 value in real time at scale

Despite being a pioneer, Three faced the challenge of truly connecting with its diverse customer base and needed to break barriers to deepen individual connections.

The challenge? Delivering personalized value to each customer in real time and at scale.

Three UK wanted to inform and engage users about relevant products and offers. Rather than sending the same promotions and messaging to every customer, the team needed to create stronger relationships by delivering personalized offers to the right customer at the right time.

Through more targeted messaging and accurate audience segmentation, Three aimed to increase mobile app sessions, cross-sell revenue, and overall customer satisfaction.

The Solution

Real-time relevance across channels

Three tackles this challenge head-on by using MessageGears to deliver targeted push and in-app notifications, seamlessly guiding users, offering relevant updates, and highlighting personalized promotions.

Real-time processing of customer actions and data points became the key to strengthening 1:1 connections and accelerating the path to purchase.

The Outcome

The results were nothing short of spectacular:

79% surge in revenue: By sending relevant messages to the right users at optimal engagement times, Three witnessed this remarkable revenue increase in just one quarter.

24% boost in cross-sells and up-sells: Targeted promotions and push-to-in-app user journeys yielded a substantial increase in upselling and cross-selling efforts.

51% in-app survey participation: Engaging users through in-app surveys provided Three with valuable insights to enhance the app experience and boost customer satisfaction.

47% increase in time spent in app: Time-sensitive messaging and content drove a substantial increase in the time users spent in the app.

14% rise in Monthly Active Users (MAU): Three’s personalized approach resulted in a notable increase in MAU, providing more opportunities to engage and connect with its customers.

“Customer experiences are core to our business. MessageGears is giving us the ability to inform, engage, and assist customers at scale with 1:1 messaging in real time. This is a game changer for us, as more customers are opening our app more often, our engagement is increasing, and we’ve enjoyed great achievements, including a 79% lift in revenue in a single quarter with MessageGears."

~ Sam Robertson, Product Executive at Three UK

Driving high-value interactions at scale

In an ongoing collaboration, MessageGears proudly stands as Three UK’s trusted partner, continually delivering push and in-app messages that improve engagement, drive revenue, and increase customer satisfaction.

Read more of our client success stories.