UX Modernization to Improve Customer Engagement and Retention

Objective:

The client is multinational telecommunications services provider. Their existing platform to support customers was out dated and was limited interms of integration, modification

Challenges:

Existing platform, crm, was very poor and not user friendly. Customers were facing difficulty accessing websites, placing orders for sim or doing online recharge for their sim cards. Frequently website was going down and affecting brand name

Strategy & Solution:

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  Did competitor website analysis on how customer journey should be there for purchasing sim cards, purchase data or voice and sms

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  Collaborated with MTN team to understand APIs available for customer journey

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  Built the end to end system : website + crm with API integration where end user or customer can visit website, check for offers available, place order for new card or recharge for existing system

Outcomes:

Launched modern system which can provide faster turn around to issue and activate sim cards in short span of time with the white label brand name, acquire more customers and generate revenue from MTN Sublease