A large international telecommunications firm had released a mobile app that rewarded loyal customers with free products and a chance to win fun prizes. The company partnered with several iconic brands, including leading fast-food chains, a ride-sharing service and movie ticket providers, to offer its customers freebies. With a strong brand identity of its own, the telco needed a sleek, engaging app that set the tone for style as well usability.
A year after the app’s launch, the company had gathered extensive feedback from customers, internal users and partners. The telco turned to Concentrix Catalyst for help redesigning the app to address evolving customer pain points, business objectives and stakeholder input, and also to streamline manual processes that were resulting in errors. Of paramount importance was improving the app’s availability – the telco’s servers often couldn’t handle the load from incoming traffic.
Catalyst worked closely with the telco’s teams and vendors to deliver an easy-to-use, visually appealing app with zero downtime. The project, which was completed in less than six months, made it easier for users to redeem prizes. An updated user interface and gameplay greatly improved the user experience, and back-end improvements increased the app’s responsiveness and eliminated downtime. We also implemented robotic integrity checks into the process, eliminating the time needed for the app team to uncover and fix errors. The result was a more responsive interface with just in time code assignments that enabled speed and flexibility.
Catalyst also provided follow-up support, helping ensure the success of a mobile app that has gifted customers more than $900 million of free stuff and discounts.
Learn how to build an integrated customer loyalty and customer-focused approach.