Are you looking to modernize your existing mobile application and improve your clients' experience? Look no further! Our case study highlights the successful reengineering of Deutsche Telekom's Romanian Operation MyAccount Mobile Application, resulting in increased satisfaction among clients, improved efficiency for sales and customer service teams, enhanced security, and improved performance and accuracy through the integration of new technologies.
This project exemplifies our expertise in digital transformation and demonstrates our ability to deliver results that drive success.
Let us help your company achieve the same success and stay ahead in the ever-evolving technology landscape.
Before the reengineering project, the Telekom Romania MyAccount Mobile Application was facing numerous challenges. The outdated technology was causing slow performance and a poor user experience for clients. The application lacked robust security features, putting sensitive client information at risk. The sales and customer service teams were also struggling with manual processes and inaccurate information, causing inefficiencies and a lack of confidence in the system.
This precarious situation was negatively impacting the company's reputation and competitiveness in the market. The existing mobile app was in dire need of modernization and improvement to meet the ever-increasing demands and expectations of clients. The company recognized the need for a digital transformation and sought a solution to modernize their existing mobile application and improve the overall experience for clients.
Our company's approach taken to fix the existing mobile application was a comprehensive reengineering project. The project involved a thorough analysis of the current system to identify areas for improvement and to determine the best way to modernize the application. This involved working closely with stakeholders to understand their needs and to gather requirements for the updated application.
In addition to the technical aspects of the reengineering project, the company also worked closely with the development teams to clarify the commercial agreements. This involved negotiating the terms of the project, including the budget, timeline, and expected outcomes. The company made sure that the development team had a clear understanding of the requirements and expectations, and that they were committed to delivering a high-quality product within the agreed timeframe and budget.
The commercial agreements also included provisions for post-deployment support and maintenance, ensuring that the updated mobile application would continue to meet the needs of the company and its clients in the future. This close collaboration between the company and the development team helped to build trust and to ensure a smooth and successful project outcome. The clear commercial agreements allowed both parties to focus on delivering a top-quality product and to achieve the desired results.
Once the analysis was complete, the UI/UX and development teams worked to create an updated version of the mobile application that was faster, more efficient, and more user-friendly. The new application was designed to be more secure, with stronger security features to protect sensitive client information. The team also ensured that the new application was integrated with other systems and platforms to improve performance and accuracy. The end result was a modern, updated mobile application that met the needs of the company, its clients, and its stakeholders.
To modernize the existing mobile application for managing clients' accounts
The existing mobile application had become outdated, with a clunky user interface and limited functionality. The objective was to bring the application up to date and make it more appealing and user-friendly for clients.
To improve user experience by making the application more user-friendly and intuitive
The goal was to simplify the navigation and make it easier for clients to access and manage their account information. This was achieved through a new user-centered design that improved the visibility of important information and made it easier to complete common tasks.
To enhance security features to protect sensitive client information
The existing mobile application had limited security features, which posed a risk to the protection of sensitive client information. The objective was to implement stronger security measures to ensure the confidentiality and integrity of client data.
To integrate new technologies to improve the functionality and performance of the application
The goal was to leverage new technologies to improve the functionality and performance of the application. This would help to enhance the user experience and provide more accurate information to clients.
Conducted a thorough analysis of the existing mobile application to identify areas for improvement
A team of experts conducted a comprehensive review of the existing mobile application to identify its strengths and weaknesses. They analyzed the user interface, functionality, and security features to identify areas for improvement.
Gathered requirements from stakeholders
The project team engaged with stakeholders, including clients, sales and customer service teams, and technical experts, to gather their requirements and understand their needs.
This helped to ensure that the updated mobile application would meet the needs of all relevant parties.
Developed a new user-centered UX/UI Design
The project team used the requirements gathered from stakeholders to develop a new user-centered UI/UX Design. This design focused on improving navigation, making it easier for clients to access and manage their account information, and increasing the visibility of important information.
The team also considered the user experience and feedback from clients to ensure the design was intuitive and user-friendly.
Conducted a thorough analysis of the existing mobile application to identify areas for improvement
A team of experts conducted a comprehensive review of the existing mobile application to identify its strengths and weaknesses. They analyzed the user interface, functionality, and security features to identify areas for improvement.
Utilized new technologies and features to improve performance and accuracy
The project team integrated new features such as Notifications and different Analytics into the updated mobile app.
This helped to improve the performance and accuracy of the application, enabling clients to access real-time information and complete tasks more quickly and efficiently.
Conducted extensive testing
The project team conducted extensive testing of the updated mobile application to ensure it was functioning as intended and to address any bugs or compatibility issues.
This helped to ensure that the updated application was reliable and ready for deployment.
Deployed the updated application and provided training and support to end-users
The project team successfully deployed the updated mobile application and provided training and support to internal end-users.
This helped to ensure that internal clients were able to use the updated application effectively and efficiently, throughout their day to day work.
Positive feedback from clients
Clients reported that the updated mobile application was easier to use and more user-friendly, with a more intuitive navigation and improved visibility of important information. This led to increased satisfaction among clients and a reduction in call volume to customer service.
Increase the number of active users
One of the key outcomes of the reengineering project was an masive increase in the number of active users of the updated mobile application. The improved user experience, faster performance, and easier navigation of the updated application encouraged more clients to adopt and actively use the application.
This increased usage led to improved customer satisfaction and better engagement with the company.
The company saw a significant increase in the number of active users, which was a testament to the success of the reengineering project and the value it delivered to clients.
The sales, customer service and product teams reported increased efficiency due to the improved functionality of the application.
The sales, product and customer service teams reported increased efficiency as a result of the improved functionality of the updated mobile application. They were able to complete tasks more quickly and accurately, leading to improved productivity and customer satisfaction.
A reduction in call volume to customer service
The updated mobile application enabled clients to access and manage their accounts more easily, reducing the need to call customer service for support. This helped to reduce call volume and improve the overall efficiency of the customer service team.
The protection of sensitive client information
The enhanced security features helped to ensure the protection of sensitive client information, enhancing the reputation of the company and building trust with clients. This was an important consideration, as clients were more likely to trust the company with their sensitive information if they knew it was being protected effectively.
Overall, the reengineering of the Telekom MyAccount Mobile Application was a success. The updated application received positive feedback from clients and stakeholders, and helped the company to improve its services, increase efficiency, and enhance security. The project also helped the company to go through a digital transformation and stay ahead of the competition.
