Case Study: Tuenti achieves 7× higher portability conversion with Jelou

How Tuenti Ecuador Digitized Portability on WhatsApp

Tuenti, Telefónica’s digital mobile operator in Ecuador, faced a challenge with its inefficient mobile portability process. Its web flow was not intuitive and its call center was costly, resulting in a low 10% conversion rate that hindered new user acquisition. The company needed a solution that could simplify the process to just a few steps while still complying with ARCOTEL regulations. To address this, Tuenti partnered with the vendor Jelou.

Jelou implemented a 100% conversational portability flow on WhatsApp. This solution integrated identity verification, e-signature, and instant confirmation into a single chat, reducing the process to three simple steps. As a result, Tuenti achieved a 7x higher conversion rate compared to its web channel, ported over 600 lines in three months, and saw a 70% start-to-finish conversion rate, all while reducing call center dependency.

Tuenti