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University of Michigan Leverages Twilio for Distance Learning in Low-Income Schools - Twilio Industrial IoT Case Study
University of Michigan Leverages Twilio for Distance Learning in Low-Income Schools
The onset of the COVID-19 pandemic in March 2020 led to the closure of schools across Michigan and the U.S., disrupting the normalcy of in-person learning for thousands of students, teachers, and families. The challenge was to transition from classroom-based learning to effective, individualized instruction at home. The University of Michigan’s Center for Digital Curricula was tasked with developing a solution that could support distance learning for over 4,000 students across urban and rural public schools in Michigan. These schools were primarily Title 1 schools in low socio-economic status areas, with many having almost 100% of their students participating in free and reduced lunch programs. The main issue was not the schools or teachers, but the lack of digital tools to support seamless learning, both in the classroom and at home.
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Yembo's AI and Twilio Video Transform the Moving Industry - Twilio Industrial IoT Case Study
Yembo's AI and Twilio Video Transform the Moving Industry
Moving homes is a notoriously stressful process, with logistics planning, communication with movers, and setting up the new space being major challenges. Research indicates that one in five Americans find moving more stressful than planning a wedding, and one in 10 equate it to a week in jail. The traditional moving process is disliked by many, and with an average of 40 million Americans relocating each year, there is a high demand for innovative alternatives. The moving industry, being complicated and traditional, posed a significant challenge to Yembo's founders, Zach Rattner and Siddharth Mohan, who aimed to bring ease and transparency to the industry through cutting-edge technology. The main problem was the need for a trained expert to visually inspect the location and individual items to understand what the job entails. This visual information was traditionally collected via in-person visits that were difficult to schedule, and phone calls that required customers to spend up to two hours cataloguing the items in their home.
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Zenyum Enhances Customer Experience and Streamlines Operations with Twilio - Twilio Industrial IoT Case Study
Zenyum Enhances Customer Experience and Streamlines Operations with Twilio
Zenyum, a dental consumer brand with a growing e-commerce presence across Asia, faced challenges in managing customer data as it expanded across different channels. Initially, Zenyum was using multiple customer data platforms (CDPs), which resulted in customer profiles and interactions being scattered across various platforms. This made it difficult to manage customer data and provide an optimal customer experience. As the company grew, they realized the need to consolidate all customer data into one platform to understand the customer journey better, recognize customers, and recommend other products they might be interested in. Another challenge arose when Zenyum began to expand in different regions. In one market, Zenyum’s customer service team faced a phone number problem stemming from one of their original providers, which meant current and prospective customers received calls as anonymous and weren’t answering their phones.
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Philadelphia Police Department's Use of Twilio SMS for Anonymous Crime Tips - Twilio Industrial IoT Case Study
Philadelphia Police Department's Use of Twilio SMS for Anonymous Crime Tips
The Philadelphia Police Department, one of the oldest and most forward-thinking municipal agencies in the nation, was faced with the challenge of enabling more citizens to anonymously report minor crimes and nuisance behavior using SMS messages. The goal was to free up dispatchers to focus on emergencies. The department recognized that for many people, text messages are the preferred method of communication. They wanted to make it possible for people to send anonymous tips from their cell phones to help solve crimes. However, bridging the phone and internet was a difficult task. The department also needed a solution that would allow them to respond securely to the sender in case of an emergency, while maintaining the anonymity of the caller.
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iCracked Enhances On-Demand iOS Device Repairs with Twilio - Twilio Industrial IoT Case Study
iCracked Enhances On-Demand iOS Device Repairs with Twilio
iCracked, a smart device repair and reselling network, faced a significant challenge in providing a high-quality and responsive customer service experience for its users. The company initially listed hundreds of its technicians' personal phone numbers on its website, which proved to be highly inefficient and frustrating for customers who had to cold call down the list to find an available technician. iCracked then turned to a virtual phone system offering, which lacked the APIs for building advanced automation capabilities. Without call tracking and recording, it was difficult to monitor customer interactions and virtually impossible to guarantee service. The communications platform in place also failed to scale with iCracked, resulting in poor call quality and dropped calls. iCracked needed a powerful and flexible communications platform that would enable the company to easily integrate advanced communications features into its business processes.
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Parkinson's Voice Initiative: Detecting Parkinson's Disease Through Voice Analysis - Twilio Industrial IoT Case Study
Parkinson's Voice Initiative: Detecting Parkinson's Disease Through Voice Analysis
Parkinson's disease is a degenerative disorder of the central nervous system affecting around six million people today, with projections indicating a rise to almost 10 million by 2030. The Parkinson's Voice Initiative, a team of mathematicians and clinicians, aimed to develop a low-cost test to identify patients with Parkinson's symptoms using voice recordings. The challenge was to accurately record phone calls from around the world, analyze the voice fluctuations, tremors, and other symptoms, and compare them against sample sets of both Parkinson's sufferers and healthy individuals. The team needed a robust solution that could handle large volumes of call data and ensure a high level of accuracy.
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storEDGE Revolutionizes Lead Generation in Self-Storage Industry with Twilio-Powered Call Tracking - Twilio Industrial IoT Case Study
storEDGE Revolutionizes Lead Generation in Self-Storage Industry with Twilio-Powered Call Tracking
The self-storage industry was grappling with outdated lead generation methods, such as Yellow Pages listings, which were not only expensive but also difficult to measure in terms of effectiveness. The industry heavily relied on phone calls, accounting for 90% of their leads, but a majority of these did not convert into reservations. Without concrete data to manage the lifecycle of leads, self-storage companies were left to make educated guesses to maximize their marketing ROI. This was particularly challenging for independent operators who needed a data-driven approach to track leads from the initial phone call to the final move-in.
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Strategic Growth Boosts Prospect Success Through Salesforce and Twilio Integration - Twilio Industrial IoT Case Study
Strategic Growth Boosts Prospect Success Through Salesforce and Twilio Integration
Strategic Growth, a Salesforce consulting service, was faced with the challenge of integrating their customers' Salesforce.com instances with voice services. One of their customers, a social media marketing company, was particularly dissatisfied with their existing voice provider due to its high cost of over $30,000 per year and lack of flexibility to integrate with their prospecting process. The customer was also paying for services they were unlikely to use. The customer needed a solution that would allow them to make thousands of calls each day to and from more than 500 area codes, and automatically route return calls from prospective clients to the salesperson who had contacted them. This was crucial as calls from local phone numbers were 50% more likely to be answered, and the personal touch of having the same salesperson handle the return call was important for their marketing strategy.
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Avvo's Use of IoT to Connect Lawyers and Clients - Twilio Industrial IoT Case Study
Avvo's Use of IoT to Connect Lawyers and Clients
Avvo, an online marketplace that connects people who need legal services with qualified lawyers, faced a significant challenge. The company needed to quantify the Return on Investment (ROI) benefit lawyers receive from listing their services on Avvo's marketplace. The challenge was to justify the cost of a premium listing. Avvo needed a way to show attorneys quantitative data about how many calls their website listings were generating. While listing an attorney's pre-existing telephone numbers gave consumers a way to reach the lawyers, Avvo had no way to track the calls passed through those numbers. Without a trackable number, Avvo had no way to measure the leads they send to their clients, and they could only provide a best guess to their impact on their business.
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Freespace and KORE: A Partnership for Safe Return to Office Spaces - Twilio Industrial IoT Case Study
Freespace and KORE: A Partnership for Safe Return to Office Spaces
The COVID-19 pandemic has forced businesses to rethink their operations, particularly the return of employees to the office while adhering to government-issued safety requirements. In countries where the virus is still uncontrolled, only 10 to 15 percent of employees are working on-site. The challenge lies in creating a safe environment for employees to return to work. Freespace, a company that specializes in making workspaces intelligent, had been helping businesses optimize office occupancy and reduce operating costs before the pandemic. However, the onset of COVID-19 meant that Freespace had to pivot its services to help businesses keep their employees safe. The company needed to make occupancy data available to everyone in the building, which required the installation of sensors on desks and in meeting rooms to collect occupancy data. However, this solution presented technical challenges, including the need for security, reliability, and scalability.
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Revolutionizing Patient Telehealth Experience: A Case Study on OhMD - Twilio Industrial IoT Case Study
Revolutionizing Patient Telehealth Experience: A Case Study on OhMD
The healthcare industry is often characterized by a lack of efficient communication between providers and patients. Patients desire more clarity, access, and human connection in their healthcare experience. However, they often encounter more paperwork, more technology to forget passwords on, more time spent on hold, and more frustration. New technology, instead of simplifying the process, often creates more work for the clinician and a greater disconnect with patients. Even as new 'patient-focused' healthcare technology and telemedicine software emerges, patients are rarely consulted, resulting in a telehealth experience that is underutilized and overhyped. The challenge was to create a platform that uses communication channels patients already understand, enabling providers to offer a more meaningful care experience.
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Rapidops' Digital Transformation with Twilio Technologies - Twilio Industrial IoT Case Study
Rapidops' Digital Transformation with Twilio Technologies
Rapidops Inc., a fast-growing digital strategy, transformation, and innovation company, was on a mission to launch the industry’s first native built-in calling and texting capabilities inside their Salesmate CRM in less than 3 months. These features would enable their customers to purchase local phone numbers, call prospects and customers, record calls, send text campaigns, and much more without needing a separate product. The challenge was to find a cloud telephony provider that could offer high performance, reliability, reasonable cost, and expert engineering and implementation services. The selection process was critical as Rapidops was looking for a long-term relationship with their potential pick. The company's CTO was directly involved from day one in evaluating the best telephony service provider.
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Revolutionizing Real Estate: Realtor.com and Twilio's Innovative Collaboration - Twilio Industrial IoT Case Study
Revolutionizing Real Estate: Realtor.com and Twilio's Innovative Collaboration
In the fast-paced, digital economy, many buying and selling interactions have been simplified to a few taps on a phone or clicks on a screen. However, the homebuying process remains complex, involving multiple stages and parties. Realtor.com, with over 20 years in the real estate business, recognized the need for a more streamlined, user-friendly approach to home buying. Initially, the company operated as a traditional lead-generating platform, connecting prospective homebuyers with suitable agents. However, they realized the need to empower both agents and buyers with more efficient communication tools. The challenge was to create a system that would allow agents to manage leads and nurture relationships effectively, while also providing consumers with a choice of communication channels that best suited their needs.
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Snagajob's Virtual Hiring Solution: A Pandemic Response - Twilio Industrial IoT Case Study
Snagajob's Virtual Hiring Solution: A Pandemic Response
Snagajob, a digital job board, was facing a significant challenge during the COVID-19 pandemic. The platform, which connects businesses with a wide pool of applicants, was struggling to facilitate the hiring process under the constraints of the pandemic. The traditional mass hiring events were no longer feasible due to safety concerns. Moreover, the platform was dealing with an influx of candidates who weren't the right fit for the jobs, leading to wasted time for businesses in sorting, declining, and following up. The challenge was not only on the part of businesses but also on the part of applicants who were tired of application black holes. The team at Snagajob needed to find an innovative way to bridge the gap between qualified candidates and businesses looking to hire them, while ensuring the process was safe and efficient.
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Automating Vaccination Communication: St. Luke’s University Health Network's Shot-Line - Twilio Industrial IoT Case Study
Automating Vaccination Communication: St. Luke’s University Health Network's Shot-Line
St. Luke’s University Health Network, a hospital system with 12 locations across eastern Pennsylvania and western New Jersey, was overwhelmed by the volume of people seeking a COVID-19 vaccination. The communication bottleneck between those who wanted the vaccine and the number of vaccines available was a significant challenge. Initially, the hospital attempted to remedy this bottleneck with a simple online intake process that let patients fill out a questionnaire to determine their vaccine eligibility status. To support the registration process, they increased staffing levels for their existing call center to meet the rapidly increasing volume of calls from patients asking about the vaccine. However, they were still struggling to manage the volume of calls, with a callback list of about 5,000 people daily. This situation was not sustainable and posed a risk that elderly or immunocompromised individuals would not be able to sign up for a vaccine and further risk contracting COVID-19.
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Tree.com's Scalable Call Tracking Solution for High Growth Businesses - Twilio Industrial IoT Case Study
Tree.com's Scalable Call Tracking Solution for High Growth Businesses
Tree.com, a marketplace that aids consumers in comparing financial products and real estate, was facing a significant challenge. As a rapidly growing business, they required a call tracking solution that was both scalable and cost-effective. The demand in such a fast-paced business environment can be unpredictable, and Tree.com needed a solution that could grow in real time with their business. They were also looking for a cost model that directly aligned with their usage, meaning they would only pay for the resources they actually used. The challenge was to find a solution that could meet these requirements and support the tens of thousands of numbers required by Tree.com's high growth businesses.
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Interactive Theatre Meets Urban Digital Gaming: Root Experience's Twilio-Powered Innovation - Twilio Industrial IoT Case Study
Interactive Theatre Meets Urban Digital Gaming: Root Experience's Twilio-Powered Innovation
Root Experience, a UK-based theatre company, was faced with the challenge of creating a dynamic and interactive theatre experience that could break the 'fourth wall' between the cast and their audiences. The company wanted to leverage the recent surge in popularity of interactive theatre and explore new mediums to enhance audience engagement. Their latest production, The Rise And Fall Of Geo Goynes, was an urban treasure conspiracy story dealing with themes around surveillance, privacy, espionage, and deception. The challenge was to automatically send custom voice calls to audience members, making them active participants in the show. The company needed a solution that could seamlessly integrate with the performance and provide a unique, immersive experience for the audience.
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Smarterkey: Revolutionizing Property Access with IoT and SMS Verification - Twilio Industrial IoT Case Study
Smarterkey: Revolutionizing Property Access with IoT and SMS Verification
The challenge was to find a simple, secure, and efficient way for guests to access rental properties via their phone. The traditional method of physical keys posed several problems. For instance, the risk of losing keys, the inconvenience of getting another key cut or calling out a locksmith, and the security implications of lost keys. Furthermore, the property owners had to be present to hand over the keys to the guests, which was not always feasible, especially for short-term rentals. The need was for a solution that would eliminate the need for physical keys and allow guests to access the properties without the owner's presence.
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Balihoo's Local Marketing Automation Using Twilio - Twilio Industrial IoT Case Study
Balihoo's Local Marketing Automation Using Twilio
Balihoo, a cloud-based marketing platform, was faced with the challenge of helping companies measure marketing ROI in global campaigns more effectively. The failure to connect with local markets was costing American businesses as much as $50 billion a year. National brands were struggling to make an impact with local advertising, with only 7% of nearly 300 brand marketing executives stating they offered effective campaigns to activate local consumers. Balihoo's mission was to make brand advertising more effective by automating local marketing campaigns. A key part of this was to offer brands local phone numbers in any geography, along with the ability to do call tracking, which would make it possible to determine if calls to those numbers turned into sales.
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Enhancing Live Event Experiences with Twilio's SMS API: A Case Study on Experience - Twilio Industrial IoT Case Study
Enhancing Live Event Experiences with Twilio's SMS API: A Case Study on Experience
Experience, a technology platform that personalizes live event experiences for attendees, faced a significant challenge. The company wanted to allow customers to make purchases via text message, but integrating this feature without overburdening their development team was a daunting task. Experience's mobile application offered sports teams, venues, and live event promoters the ability to enhance a fan's experience by offering unique rewards. However, these offers could only be delivered through a mobile website, and fans who wanted to upgrade their seats had to navigate through the team's website on their mobile browsers, find the seat upgrades they wanted, and pay for them. Experience knew that text messaging would greatly enhance this offering, but they also needed a short code for high-volume text-messaging applications, a process they knew to be burdensome.
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Success in the fast lane: How goUrban uses SMS to deliver on mobility solutions worldwide - Twilio Industrial IoT Case Study
Success in the fast lane: How goUrban uses SMS to deliver on mobility solutions worldwide
goUrban, a company that started out renting mopeds to Vienna users, soon realized the third-party software they were using to run their shared mobility business could be created more efficiently in-house. They began developing and testing their own transportation sharing software on their own fleet. However, as they expanded their customer base globally, they faced challenges in scaling their software and ensuring its reliability. They also had to overcome the arduous aspects of rideshare software with seamless, easy-to-use, secure technology. The company found that the slow verification times and finicky software were hindering their growth. They also needed to implement better hardware, remove unnecessary steps for their consumers, and ensure top-notch safety and security.
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Transforming the Hiring Process: Indeed's Use of Twilio for Virtual Interviews - Twilio Industrial IoT Case Study
Transforming the Hiring Process: Indeed's Use of Twilio for Virtual Interviews
In the wake of the COVID-19 pandemic, companies worldwide faced a surge in demand and the need to find qualified candidates as efficiently as possible. Traditional on-site interviews were no longer feasible, and the entire hiring process, from application to onboarding, had to be carried out remotely. This posed a significant challenge for Indeed, the world's top job site, which had to adapt to serve users under entirely new circumstances. The company needed to find a way to facilitate the hiring process in the era of COVID-19, ensuring that they could connect with the right candidates at the right time, regardless of their location.
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Driving Conversion and Sales with Twilio Flex and WhatsApp: A Case Study on Magazine Luiza - Twilio Industrial IoT Case Study
Driving Conversion and Sales with Twilio Flex and WhatsApp: A Case Study on Magazine Luiza
Magazine Luiza (Magalu), the largest Brazilian retail chain, faced a significant challenge in maintaining its customer service strategy of demonstrating 'human warmth' as it expanded its digital platform. The company had successfully grown its Marketplace to support 200,000 sellers, but the digital platform posed a challenge in maintaining the personal touch in customer service. The company identified four key points of contact with the customer: attraction, onboarding, relationship, and retention. However, the existing process of attracting new customers and onboarding them onto the platform was not effective. The company used Click to WhatsApp ads on social media to attract potential sellers, but the subsequent registration process lacked context about the platform and did not provide a channel for potential sellers to ask questions. Furthermore, the company found that 79% of the emails sent to potential sellers with instructions for completing the registration process were ignored, indicating that email was not the most effective means of communication.
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Zoom2u Leverages Twilio for Enhanced Delivery Experience in Australia - Twilio Industrial IoT Case Study
Zoom2u Leverages Twilio for Enhanced Delivery Experience in Australia
The courier industry in Australia was plagued with inefficiency and lack of transparency, leading to customer dissatisfaction and operational inefficiencies. Steve Orenstein, Founder and CEO of Zoom2u, identified this gap in the market and sought to create a solution that would revolutionize the delivery experience. The challenge was to design a platform that could facilitate fast deliveries, provide real-time tracking, and connect local couriers directly with customers. The goal was to provide complete transparency to customers regarding their deliveries, removing the traditional courier head office from the equation. This required a robust and reliable communication system that could send alerts to customers and connect them directly with couriers.
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Homeyou's Growth and Conversion Rate Boost with Twilio - Twilio Industrial IoT Case Study
Homeyou's Growth and Conversion Rate Boost with Twilio
Homeyou, a marketplace for home remodeling services, was launched in 2014 with a small team of six employees and a few contractors. The primary challenge was to acquire high-quality, sales-ready leads for home improvement professionals in local markets. As the lead-generation business gained momentum, the founders found themselves overwhelmed with incoming calls. They needed a solution that could handle the increasing volume of calls and ensure a superior customer experience. The challenge was to connect quality contractors with homeowners seeking services in a quick, efficient, and secure manner.
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Uber Enhances Ridesharing Experience with SMS & Voice - Twilio Industrial IoT Case Study
Uber Enhances Ridesharing Experience with SMS & Voice
Uber, a global network of everyday and luxury cars, was facing a challenge in keeping its riders up-to-date on the status of their driver request. Despite having a text communication strategy in place, the quality of customer experience was not up to Uber's standards due to issues with its existing hosting providers. The fast delivery of notifications was critical as customer transactions happened in real time. A delay in text message delivery of more than a minute could leave a customer waiting for a ride they didn't know was cancelled or unaware that their ride had arrived. Uber needed a reliable solution to deliver the level of communication its service demanded.
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PayByPhone's Innovative Use of IoT to Prevent Parking Tickets - Twilio Industrial IoT Case Study
PayByPhone's Innovative Use of IoT to Prevent Parking Tickets
PayByPhone, a leading provider of mobile payments to the parking industry, was faced with the challenge of providing timely account notifications to customers about when their parking meters were about to expire. The company initially used an IVR-based payment method to handle account set-up, transactions, and confirmation of meter location and time needed. SMS reminders also started out this way. Five minutes before the parking expired, a user would get a text message, after which they could call back in via the PayByPhone system to extend their time. However, this approach required integration with multiple SMS suppliers using SMPP protocol and direct management of these relationships. This was a complex, time-consuming, and expensive endeavor. SMS is an incredibly effective delivery mechanism, but PayByPhone needed a more cost-effective, efficient solution.
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Remind: Bridging the Communication Gap in Education with IoT - Twilio Industrial IoT Case Study
Remind: Bridging the Communication Gap in Education with IoT
Remind, a web and mobile application, was faced with the challenge of facilitating clearer and more consistent communication between teachers, students, and parents. The founders, David and Brett Kopf, had a vision to create a simple way for educators to connect with their students and parents using technology and facilities available to the widest audience. The challenge was to keep students and parents updated about assignments, due dates, and quizzes. The founders realized that students can sometimes be unreliable when it comes to educational discipline and parents often feel in the dark when students fail to deliver notes from teachers and big assignments come as a surprise to them.
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SpareFoot Leverages Twilio to Enhance Self-Storage Facility Search Experience - Twilio Industrial IoT Case Study
SpareFoot Leverages Twilio to Enhance Self-Storage Facility Search Experience
SpareFoot, a listings marketplace for self-storage units, faced the challenge of making it easier for people to find and connect with relevant self-storage facilities in their area. The self-storage industry was traditionally low-tech, with facilities relying on offline advertising methods such as Yellow Pages, billboards, and word-of-mouth to attract customers. On the other hand, customers were increasingly turning to online search engines and social networks to find storage solutions. This left storage facility owners competing with big-budget marketing firms to secure customers online. In 2009, some of the more forward-thinking storage facilities recognized the need for a better way to do business and turned to SpareFoot for help.
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Bitso's Transformation: Becoming Latin America's Leading Cryptocurrency Exchange - Twilio Industrial IoT Case Study
Bitso's Transformation: Becoming Latin America's Leading Cryptocurrency Exchange
Bitso, a leading fintech company in Mexico, was founded in 2014 to facilitate the exchange between physical and virtual money. It aimed to address the burgeoning volume of cryptocurrency transactions in a country where the unbanked population totals an estimated 42 million. However, Bitso faced significant challenges in its journey to become the largest digital cryptocurrency exchange platform in Latin America. The primary challenge was ensuring security, particularly in protecting users against fraudulent account-related charges and safeguarding user identities. Bitso needed to guarantee that high-value transactions, account-related changes, and account access were protected and only accessible by legitimate users. As the company expanded globally, it started experiencing an increase in support calls for global one-time passwords (OTP) that were not being delivered. Some users were receiving OTPs in non-native languages, or messages about issues unrelated to Bitso, resulting in a poor user experience.
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