Mobile First Driven Omni Channel Experience for a Telco
A leading British multinational telecommunications company faced challenges in B2B customer experience, impacting retention and revenue. Bounteous x Accolite developed a mobile-first, omnichannel strategy, enhancing customer interactions and reducing operational costs.
- Mobile, Web & Emerging Applications
- Business Support Systems
Business Issue
The company struggled with ordering and service management due to poor customer experience, particularly in the B2B segment. This led to declining customer retention and revenue. Additionally, the lack of self-service options increased operational costs, necessitating a comprehensive solution to improve customer satisfaction and streamline processes.
Solution
Bounteous x Accolite implemented a robust B2B authentication system, designing a mobile app with single sign-on capabilities. Native apps for Android and iOS were developed to leverage platform-specific UX features. Seamless integration with existing BSS/OSS applications was achieved through an API Gateway, while SaaS Web APIs exposed core functionalities via RESTful services. Enhanced API security was ensured using AuthV2, and user flows for ordering and service management were simplified to improve the overall user experience.
Outcomes
The transition from a web app to a mobile app significantly enhanced the customer experience, allowing B2B clients to manage orders, faults, bills, and services with ease, including live chat support. Consistent experiences across web, desktop, and mobile platforms were enabled through Web APIs. API versioning provided flexibility, ensuring that UI and API updates could be deployed independently. The developed app was compatible with both Android and iOS platforms, contributing to a seamless and scalable solution.
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