Our Telecom Client, a prominent telecommunications company in Australia, emerged from the merger of Vodafone Hutchison Australia. As one of the largest telecommunications entities on the Australian Securities Exchange, Our Telecom Client is the third-largest wireless carrier in Australia, boasting 5.8 million subscribers as of 2020. As the parent company of several renowned internet retail brands, including Vodafone, iiNet, AAPT, Internode, Lebara, and Felix, Our Telecom Client manages nationwide fixed and mobile network infrastructure, covering over 23 million Australians.
A key concern for Our Telecom Client was the customer complaint process, with customers facing challenges in following up on various issues. The goal was to make the mobile application more engaging and user-friendly, focusing on improving customer interaction with the service provider.
The objective was to enable customers to address their needs directly through the app, enhancing convenience, reducing hassle, and increasing customer satisfaction.
We developed a robust mobile application using React Native, providing customers with a comprehensive platform to track records, update billing plans, check usage, raise complaints, purchase new plans, and acquire new connections. The solution incorporated connection tests and real-time problem detection, allowing users to avoid the need for phone calls and empowering them to follow up on cases at their convenience.
The application facilitated remote internet connection speed tests, particularly valuable for Our Telecom Client’s NBN plans. Users could track installation progress and seamlessly switch plans to lower or higher speed tiers. The billing process was simplified, enabling customers to update payment and personal details while easily accessing account statements.
Customers can pay their broadband and telecom bills directly through the mobile application.
Explore and avail of new data pack offers to enhance data usage per individual requirements.
Access to previous billing and plan history, providing users with a comprehensive overview of their accounts.
Seamlessly change account details, ensuring customer information is always accurate and up-to-date.
Easy application for plan upgrades, allowing users to adapt their subscriptions to changing needs.
Real-time data usage monitoring empowers users to stay informed and control their data consumption
The implemented features addressed customer concerns and elevated the overall mobile application experience for Our Telecom Client customers, fostering enhanced engagement and satisfaction. This case study showcases the success of our collaborative effort in enhancing customer interaction and convenience.
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