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Juvo Identity Scoring

Gold Stevie Award Winner 2016, Click to Enter The 2017 Stevie Awards for Sales and Customer service

Company: Juvo, San Francisco, CA USA
Company Description: Juvo partners with mobile operators to establish financial identities for billions of people worldwide who are creditworthy, yet financially excluded. Juvo provides the underbanked with real-time credit, using data-science driven Identity Scoring to create identity-based relationships with anonymous prepaid users, providing access to otherwise unattainable financial services.
Nomination Category: Products & Product Management Categories
Nomination Sub Category: Best New Product or Service of the Year - Telecommunications - Service

Nomination Title: Juvo Identity Scoring for Cable & Wireless Communications

Tell the story about this nominated product or service (up to 650 words). Describe its function, features, benefits, and performance to date:

Juvo and Cable & Wireless have joined forces drive access to mobile credit services and drive financial inclusion to the underserved population across 15 Caribbean markets.

Juvo’s Identity Scoring technology allows prepaid users to request credit extensions for immediate usage, dramatically improving customer experience and satisfaction. Cable & Wireless deployed Identity Scoring under the brand name Flow Lend and is already delivering credit extensions to 25% of the smartphone market in the Caribbean, and customers are consuming 10% more of the company’s products and services and have raised loyalty levels by 50%.

A new report by Juvo revealed that data-science driven mobile financial services will significantly impact the global pre-paid market, increasing operator revenues by as much as USD $70 billion.

Flow Lend uses data science and game mechanics to build real-time subscriber personas allowing C&W to personalize lending criteria and provide immediate credit extensions. By re-imagining the prepaid experience, the app initially enables Flow prepaid customers to request credit advances for airtime and data, reducing zero balance days and progressively increasing access to services.

The Caribbean market has been quick to respond to the new Flow Lend app with thousands of positive mentions and reviews from users. For instance, one user said: “I love it Flow Lend– I just topped up and I had until 3 October to repay with no interest. Bye-bye Digicel, I’m not gonna cry” (September 12, 2016).

A great example of how Flow Lend has impacted the individual user is Jackie, a single mother of three and a janitor at a local school in rural Jamaica. Jackie is the first face to showcase the compelling impact Juvo is making in the lives of underbanked and underserved individuals. Like many of those millions of subscribers, her phone is her lifeline - her only means of communication and access to the internet. When Jackie can’t get to a top-up location, or doesn’t have cash, she can’t use her phone. At any given moment, 20% of people like Jackie are at zero-balance and many are without phone usage for 5-6 days out of every month. Juvo’s identity scoring analyzes daily mobile behavior to generate scores and quantifies a relationship with the operator. As a result, Jackie can use her score to borrow voice, data, and balance -- and through her interactions, she can improve her score to access more and more services. Eventually, Jackie’s Identity Score will give her access to life-transforming benefits like banking, small business and education loans, insurance, and even healthcare. (See Jackie’s experience in the video under supporting assets.)

Flow Lend has been a boon to the mobile operator as well.

“We are delighted by the impact that Juvo’s Identity Scoring innovation has had on our business and our service delivery to customers. Flow Lend is one of the most successful innovations we have launched, delivering remarkable results i.e. increases in ARPU and customer engagement, in such a short period of time,” said James McElvanna, VP Products, Cable & Wireless Communications. “Flow Lend has become the ‘blueprint’ for the launch of similar ‘digital transformation’ services across Cable & Wireless Communications.”

Results:

-Consumer conversion: once a consumer has the app and a low credit balance is detected, Flow Lend, through its proprietary technology, is able to convert between 40% and 50% of these users to borrowers.
-Increased engagement and usage: Increased engagement and usage: On average, users of Flow Lend have increased their revenue of Cable and Wireless telecoms services by more than 10%
-Frequency and repayment: Average borrower is takes 4.5 loans per month and 98% of loans are paid back, on average within three days
-ARPU Lift: Prepaid ARPU increases by 10-15% among users within the rst 30 days of deployment
-Churn Reduction: Prepaid churn is reduced by 50% among users within 90 days
-Lifetime Value increase: Over 50% increase in lifetime value

In bullet-list form, briefly summarize up to ten (10) of the chief features and benefits of the nominated product or service (up to 150 words).

-Back-end: IDENTITY STACK
-Identity Scoring: Data-science methodology using real-time machine learning & credit scoring to develop segmentation & behavior predictive indicators, resulting in personalized credit extension values for individual prepaid users
-Modern Game Mechanics: Engaging reward levels motivate sharing & payback.
-Open data science: enables daily user interaction, borrowing, purchasing, sharing balance, & remittance. Juvo’s data science translates data into individual credit insights & credit analysis while ensuring effective fraud mitigation & risk management
-Data Visualization: from a large subscriber base, provides real-time views of key metrics & financial services engagement
-User Acquisition: Quick start, social media integration, low balance alerts, p2p, IVR, in-app merchandising & messenger

-Front-end
-Juvo Shop: Full-featured solution for merchandising services/products & balance management
-Juvo Send: International Remittance & International Top-Up through single solution targeting customers’ friends & family abroad
-Juvo Lend: Lending solution + game mechanics for provision of credit extensions for balance & products