Using Mobile Engagement to Meet Customer Needs | New Era Technology

Written by New Era Technology | Sep 15, 2019 4:00:00 AM

Solution

Altafiber reached out to Fusion Alliance to help with both mobile application development and building a CX strategy. After looking at the challenges and their objectives, we developed a three-phase roadmap to determine customer needs, develop the application, and measure success.

Our goal

Address customer needs

We started with digital strategy, specifically researching their existing customers' needs and frustrations to gain insight into the requirements our technology solutions needed to meet.

Our solution

Created a customer journey map with two customer personas
Identified pain points and solutions
Analyzed customer data that showed gaps in customer experience

Our goal

Goal: Develop the mobile application

Knowing what their customers wanted and creating a solid CX strategy gave us the foundation for developing their mobile application. Our development team began working on a tight timeline to deliver the final product.

Our solution

Designed iOS and Android applications concurrently using Agile methodology
Provided workable software for Cincinnati Bell to review every two weeks
Replaced planned features for ones that addressed customer pain points
Set up a continued process for feedback from testers and users

Our goal

Goal: Measure CX and business results

Altafiber needed clear, measurable data to see how customers responded to the mobile app.

Our solution

Developed a measurement strategy to assess the impact of the mobile app on CX and business outcomes

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