Text Global: Increased customer lifetime value and stickiness with modular API solutions and omnichannel capabilities

Text Global is one of UK’s leading bulk SMS marketing platforms with a mission to help small business enterprises (SMEs) connect with their customers by building campaigns via an easy-to-use self-serve interface.

As the communication landscape evolves, Text Global realized that their clients’ customers wanted to have conversational experiences with the brands they interacted with. One-way SMS messages weren’t enough.

This led to clients looking for omnichannel marketing platforms who could help them launch digital campaigns quickly – resulting in churn.

Text Global needed to scale their platform to include a broader range of channels such as Email, Voice, and RCS Business Messaging, along with the ability to:

However, to do the above they needed a modular API solution that:

What they needed was partnering with a single communications platform that enhanced their omnichannel capabilities, diversified their channel portfolio, helped them reliably deliver campaigns and increase their revenue margins.

The partnership between Text Global and Infobip has evolved over the years. The easy integration of our solutions and channels empowered Text Global to enhance their offerings and position themselves for revenue growth.

Through our partnership, Text Global are now able to offer a three-pronged solution to their clients.

For a lot of SMEs, running bulk marketing campaigns over SMS is a first step. Our direct connections with mobile network operators, enabled Text Global to integrate the channel and run these campaigns reliably.

In addition, our SMS API enabled them to deliver advanced features, such as alphanumeric sender IDs, two-way conversational SMS messages, and the ability to send traffic quickly over an API.

As clients started asking for more use cases, Cook said: “We found ourselves in a position where even our clients who were using us for API driven traffic and bulk ad hoc marketing wanted more automation and flows.”

This led to Text Global integrating our customer engagement solution (Moments) and customer data platform (People CDP) to create marketing automation packages that would include creating customer journeys, automating flows, and integrating third-party platforms such as Zendesk. All into one solution.

Now, they can also offer additional channels such as Voice, RCS, and Email – for their clients to create synchronous omnichannel marketing campaigns that can be personalized as well.

As their clients scaled and their end-customers demanded better experiences, Text Global used us as technical partners to integrate our chatbot building platform (Answers), customer engagement solution (Moments) and contact center solution (Conversations) to cover the entire customer journey.

They worked closely with our team to create a proof of concept and offer new use cases that would help their clients deliver conversational experiences. For example, recently Text Global partnered with us to help a pizza company in the UK integrate Moments and RCS with Shopify to create automated marketing campaigns.

As the number of clients, types of use cases and channel portfolio increased, Text Global needed a single API solution to help with account management. Our modular API solution CPaaS X allowed them to make their solutions more scalable for new customer use cases to help relieve operational bottlenecks, provide accurate reporting, and deliver quick speed to market. This helped:

Through this three-pronged approach and the implementation of CPaaS X, Text Global were able to improve their client lifetime value and increase loyalty.

Since partnering with us, Text Global has experienced increased growth, achieving a staggering 30-45% year-over-year increase in annual revenue. This translates to a phenomenal CAGR of 78.98%.

Along with that they achieved:

By leveraging Infobip’s solutions, Text Global unlocked a new level of growth and empowered their clients to thrive.