Case Study: Univision boosts card activations and loads with Ubiquity

Refining the customer journey helped Spanish-language media titan Univision improve retention and profitability

Univision, a Spanish-language media company, partnered with the vendor Ubiquity for bilingual customer service to support their prepaid financial services program. The challenge was to improve customer retention and profitability by increasing card activations and usage.

Ubiquity's solution involved A/B testing nearly a dozen different IVR flows and welcome call experiences to refine the customer journey. Through rigorous data analysis, Ubiquity identified the optimal verbiage and process. This strategy resulted in a 20% jump in card activations and a double-digit increase in card loads after enrollment for Univision.

Univision

Bob Harada

Vice President