Omnichannel Experience for a Large Canadian Telco
The telecom operator needed to modernize their online experience so that the customers could easily manage their wireless, TV, internet, and home services without the need to contact customer care or visit a retail location. The expectations set for the improved application included: it must support cloud infrastructure, allow teams to release new features, support two-way interaction so customers can report incidences and receive real-time notifications once resolved and most importantly, track customer’s journey across channels and touchpoints while identifying user pain-points to improve.