Case study: How ELA boosts client satisfaction with Airalo eSIMs

For ELA (Expats Living Abroad), moving abroad isn’t just a checklist — it’s a life-changing experience. Their team specializes in creating bespoke relocation concierge services for expats, digital nomads, and returning citizens.

From global real estate and wealth management to curated cultural tours, ELA’s mission is to make international moves seamless and stress-free. A big part of that is helping clients feel at home, wherever they land. But there was one common hurdle their clients kept running into: staying connected in a new country.

That’s where Airalo Partners came in. By integrating eSIMs from Airalo into their relocation packages and offering them for sale, ELA found a smart solution that enhanced their services and delivered real value to their clients.

How a common pain point led to a business opportunity

“My husband is American, and I’m from the UK,” shares ELA's co-founder, Lottie. “We moved to Mexico and travel between the two continents frequently. The first thing we had an issue with was communicating with family and getting our Mexican number. So, we understood our clientele when they were asking for support in staying connected.”

That personal challenge sparked a search for a better solution — one that led them to Airalo.

After a discovery call with Airalo Partners, the ELA team recognized the potential of eSIMs to solve a recurring problem for their clients. They became reseller partners and began using the  Airalo Partner Platform to purchase, share, and manage eSIMs seamlessly and at scale. 

The solution fit effortlessly into their service model and delivered immediate value:

• No technical integration required: They were able to start using the platform right away, without needing to devote time and resources to development.
• Enhances their client offering: Providing eSIMs has become a trusted value-add, helping clients stay connected without the hassle of traditional SIM cards.
• Differentiates their service: By offering a practical, tech-forward solution to a common travel pain point, they stand out from competitors.

Embedding connectivity into every move

Today, eSIMs from Airalo are included in every relocation package ELA offers. Clients receive a complimentary, ready-to-use eSIM before their move, allowing them to arrive in their new home country with a mobile connection sorted — no SIM card struggles, no stress.

ELA also offers Airalo eSIMs for sale as part of their EXPATeSIM service, giving clients the option to purchase global and regional plans based on their travel patterns and destination preferences. This white-label setup allows ELA to brand the packages under "Expats Living Abroad," maintaining a consistent experience.

“It’s a selling point when you can tell someone they can get coverage in 136+ countries on an eSIM,” says co-founder Wyn. “Clients get excited.”

Thanks to Airalo's broad global coverage, ELA can support relocations virtually anywhere in the world. One client commented: 

"EXPATeSIM has completely transformed my travel experience. As a digital nomad, I rely heavily on data, and the global eSIM worked seamlessly in over 20 countries I've visited. No more buying local SIM cards or dealing with confusing roaming fees. The setup was quick, and the connection was flawless — whether I was working remotely or just browsing in a café. A game-changer for any traveler!"

Working with Airalo Partners: Tools to succeed

Partnering with Airalo wasn’t just about accessing a product. It came with the tools, support, and flexibility ELA needed to embed eSIMs into their offering with confidence. Here's how Airalo Partners provided the tools they needed to succeed.

Guidance from day one

ELA was set up for success from the very start. Lottie recalls her early experience with the Airalo Partners team: "Siena Carrico [Partnerships Manager, North America] was absolutely amazing. She gave us so many tips for how we could incorporate eSIMs into our business."

Easy-to-use platform

The Partner Platform made it simple to incorporate eSIM sales into day-to-day operations. The all-in-one tool allows their team to purchase, share, and manage eSIMs quickly and efficiently. Wyn comments, "We can just purchase and email an eSIM. It's very easy and seamless."

Brand customization

Customization has also been key. ELA can tailor customer touchpoints like eSIM images, emails, and installation guides to reflect their own brand and communication style. This keeps every interaction personal and on-brand.

Comprehensive support

Behind the scenes, support materials like tutorial videos and onboarding guides have made it easy for the ELA team to train staff and streamline processes. Regular feedback surveys give them the opportunity to share input directly with Airalo’s product team and see their ideas brought to life.

Real results for ELA

Partnering with Airalo has significantly strengthened ELA’s business, enhancing their service offering, helping them stand out in a competitive market, and delivering added value to their clients. Here’s how the partnership has made a direct impact.

Increased customer acquisition

Including a complimentary eSIM in every relocation package has become a powerful differentiator for ELA. It adds immediate value and builds trust with clients from day one.

“It's a huge selling point when we can tell clients they receive a complimentary eSIM as part of their bespoke relocation package. It's a wow factor.” — Lottie, ELA Co-founder

Global coverage clients can count on

With eSIM packages available in over 200 countries and regions, ELA can confidently support clients moving virtually anywhere in the world. The global eSIM, in particular, offers flexibility for digital nomads and frequent travelers who need coverage that moves with them.

Healthy margins

Thanks to Airalo Partners' partner discounts and favorable pricing, ELA is able to maintain strong profit margins without raising costs for clients. It’s a win-win that allows them to offer more value while growing their bottom line.

A small touch that makes a big impact

What began as a personal pain point has evolved into a business strength. By offering Airalo eSIMs as part of their relocation packages, ELA has been able to meet an essential need, enhance client satisfaction, and strengthen their brand promise.