Orange keeps customers dialed in with Airship

25

%

higher opt-in rate than the industry average

30

%

more users tuned in to livestreaming event through push promotion

Orange S.A. is the dominant telecommunications company in France and one of the world’s largest mobile providers, with over 260 million customers globally.

Overview

French telecom leader Orange offers a variety of mobile apps and engaging events that set them apart in a fiercely competitive industry. However, keeping customers engaged is an ongoing challenge. Orange sought to gain an additional edge by delivering a more engaging app experience across its product portfolio.

Challenge

In the changing and competitive telecom industry, Orange stands out from the crowd with its portfolio of mobile apps and services. Orange has invested into more than 30 apps and also leverages major events like the Women’s World Cup to keep customers engaged.

However, getting customers to discover, onboard, and stay engaged with Orange’s apps, services, and events is an ongoing challenge. The company turned to Airship to implement a push notification strategy that builds better customer experiences, retains mindshare, grows engagement, and keeps tabs on customer satisfaction.

Results

Orange uses Airship Push Notifications to capture customers attention and grow engagement with the company’s mobile apps, events and services.

Through timely, automated messages, Orange achieved a 74% opt-in rate — 25% higher than the industry average — while also reducing churn.

We want to be on top when it comes to user experience. Airship has helped us improve our relationship with our customers.

Laurent Claramonte
Head of Data Analytics for Products and Mobile Apps

Solution

Increasing engagement with unforgettable user experiences

Push notifications drive opt-ins and onboarding

Orange keeps retention and app use high by using Airship Push Notifications to engage new and less active users and inform them about valuable features.

Cross-promotions grow engagement

Airship Push Notifications grow engagement by promoting other apps and livestreams of high-profile events.

Automated surveys track customer satisfaction

Orange uses Airship to automatically target a unique sample of app users every day with a satisfaction survey via In-App Messaging.