The mobile phone is arguably the most widely used communication device in Asia but finding an appropriate plan is an unwieldy and confusing challenge. We were engaged by one of southeast Asia's largest Telco companies to envision a digital tool for their front-line sales team with a goal to gain market share and increase customer satisfaction.
Work with a cross-functional team of sales agents, company executives and business consultants to research, ideate, design and prototype an in-store solution for the sales team.
Through our research we discovered the following:
• Sales agents share up to 7 different brochures to describe various post-paid mobile plans, each with unique branding.
• Agents and customers populate forms manually for transactions that last approximately 90 minutes.
• Customers must visit up to 5 stations to subscribe to a new plan and purchase a phone.
We designed a tool for sales agents and customers to find best-fit plans based on the mobile usage needs. Reducing anticipated average transaction time by over 100%.
We centralized all client plans for quick comparison, consistent branding, and greater comprehension.
RECOMMENDATIONS BASED ON USAGE
Customers enter data, voice and text usage based on their preferences and they are recommended with the plans best fit for them or an opportunity to create a custom plan.
Manage the plans and mobile phones for the entire family in one central location and access anywhere online.