We partnered with Digicel to turn Facebook Messenger into a Telco conversion channel — a branded chatbot experience where a social ad click became an account sign-in, a top-up, or a self-service action without ever leaving the chat.
Our objective was to acquire users efficiently across multiple markets and convert that audience into transacting, automated customers — all inside Messenger, before mobile conversion channels became standard.
This project was developed and delivered by our founding team with fastforward.ai, bringing digital marketing and enterprise telco expertise that now power higher//faster digital campaigns.
We launched the channel across six Digicel markets — Panama, Jamaica, St. Lucia, Grenada, El Salvador, and Trinidad & Tobago — growing Digital ID users at 40% month-over-month while cutting acquisition cost 35% month-over-month, and reaching 60K+ users across Wave 1. Cost per user fell roughly 92% over four months as audiences matured and remarketing took over.
Markets reached ROI break-even within four months of launch, with high-value users spending over 20x longer in-channel than first-time visitors.
Developed and delivered by our founding team with fastforward.ai, we ran the full campaign lifecycle inside Messenger — acquisition and remarketing campaigns segmented by user behaviour, from first-time visitor to high-value transactor.
The conversion engine was deep Telco integration: MSISDN authentication for sign-in, carrier billing against prepaid and postpaid accounts for in-channel purchases, and live account data powering automated customer care — balance checks, top-ups, and personalised offers, all without leaving the chat.
Delivering this for an international brand across six markets meant integrating with multiple enterprise systems per country and holding them to a single, reliable standard — the operational and technical depth that lets us turn a complex multi-market rollout into one coherent channel.
