Case Study: JUMBO achieves scalable customer data and a 3% conversion lift with Twilio Segment

How Jumbo Interactive built a scalable customer data pipeline with Twilio Segment

JUMBO Interactive, an Australian digital lottery retailer, was shifting from selling lottery tickets online to also offering lottery software, which created a need for better visibility into user engagement, conversion, churn, and product adoption. To support this new business model, JUMBO turned to Twilio Segment as its customer data platform, alongside FullStory, to build a customer-driven product roadmap and understand how users interacted with its digital experience.

Twilio implemented Twilio Segment to centralize customer event data and send it across the company’s tools, while FullStory helped the team quickly analyze user behavior and identify friction points. As a result, JUMBO improved its conversion rate by 3%, resolved critical issues faster, and saved tens of thousands of dollars. Twilio Segment also helped the product, marketing, and engineering teams work from the same trusted data and collaborate more effectively.