Success Stories
Nubank leverages travel eSIMs to boost customer loyalty
Nubank, the world’s largest neobank with over 123 million customers, partnered with Gigs to enhance the Ultravioleta experience and strengthen customer loyalty. Through the partnership, Ultravioleta users receive free travel eSIMs directly in the Nubank app, giving them seamless global connectivity in over 160 countries with no roaming fees.
Region
Global
Industry
Fintech
Products used
Gigs API
Gigs Dashboard
Gigs Support
The Challenge
Combining banking and mobile in a single platform
Traditionally, banking in Latin America was complex, expensive, and bureaucratic. Nubank has changed that, transforming financial services with transparent and intuitive digital banking solutions. Today, more than 110 million users across the continent enjoy seamless access to credit, payments, and savings without the barriers of traditional banking. In 2021, Nubank launched Ultravioleta to build an ecosystem of exclusive services for high-income users, offering higher credit limits, enhanced rewards, cashback, insurance, and more.
Recognizing international travel as a key part of the premium experience, Nubank expanded Ultravioleta with flight and hotel bookings at better prices, flexible payment options, and a Global Account which instantly converts balances from Brazilian Reals to U.S. dollars, euros and more than 40 other currencies, all within the Nubank app. As travel became a strategic focus, one essential piece was still missing: seamless, affordable roaming.
Delivering a world-class roaming experience
Nubank knew that for the travel eSIM to meet its customers’ high expectations and drive true engagement, it needed to be seamlessly integrated into their app. Customers had to be able to activate free roaming in just a few taps, anytime and anywhere. However, when scanning the market for solutions, Nubank encountered several challenges:
Slow and inefficient implementation
Choosing a traditional telecom and software vendor, without API-first solutions, would have led to prolonged implementation with endless back-and-forth.
Missing the right combination
Nubank needed high-quality networks, global coverage, and affordable rates all in one solution, but no provider met all three criteria.
Lack of analytics and control
Without a proper subscription and analytics dashboard, Nubank wouldn’t have the data they needed to improve service or control costs. Instead, they would have to rely on inefficient, resource-draining workarounds.
Efficient escalation support
Nubank needed a way to ensure high-quality Brazilian Portuguese support for customer inquiries without overburdening internal teams. Rather than overhauling their existing support model, they required a flexible escalation solution.
Gigs API: The smoothest way to embed travel eSIMs in an app
With the Gigs API, Nubank seamlessly delivers a 10GB travel eSIM to Ultravioleta customers, valid across 160+ countries. What began as a limited 30-day benefit quickly evolved after user data and feedback showed a clear appetite for an expanded solution. Gigs presented a minimal-lift business case to move from a one-time eSIM to an “evergreen eSIM” that never expires, and to broaden access from the multi-currency account to the entire Ultravioleta tier.
The teams worked closely together to deliver the upgrade in less than three weeks. Ultravioleta customers now enjoy a lasting connectivity benefit that renews automatically each year, can be used across multiple trips, and works seamlessly alongside their primary SIM. With just a few taps in Nubank’s app, users can instantly access their eSIM, check compatibility, and connect to the strongest available network wherever they go.
This premium, integrated product has driven an 80% uplift in activations since launch and has become a perfect perk for frequent travelers.
Gigs Dashboard: Nubank’s connectivity cockpit
The Gigs Dashboard gives Nubank a comprehensive view of activated subscriptions, countries visited, and data usage, all in one interface. With rich behavioral insights and visualizations, Nubank can make data-driven decisions on activations, conversions, usage, and churn, enabling them to fine-tune their offerings for maximum impact.
Gigs Escalation Support: Scalable, 24/7 Assistance in Brazilian Portuguese
To support Nubank’s large customer base, Gigs deployed escalation support in Brazilian Portuguese at scale. Gigs ensures that trained support agents are available 24/7, providing expert assistance on connectivity-related inquiries. With a flexible support model, Gigs dynamically scales its team based on demand, ensuring a smooth experience for Nubank’s users, whenever and wherever they need it.
"Gigs was an easy choice for launching our own travel eSIM. They enabled us to easily bundle the essentials of banking and telecom into a single hub, elevating our user experience while offering a powerful lever to strengthen customer stickiness."
Pedro Bridi
Sr. Product Manager at Nubank
45
Days to launch
With Gigs, Nubank successfully launched its travel eSIM in just 45 days, from kick-off to launch.
148
Countries visited
The travel eSIM works globally, providing meaningful value to clients while boosting NPS.
0
Additional hires
Thanks to Gigs’ solution, Nubank did not need to make any additional hires to embed travel eSIMs in their app.
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