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CONVERSION AND LOYALTY FOR THE TELCO SECTOR

CONVERSION AND LOYALTY FOR THE TELCO SECTOR

The importance of personalising campaigns. Creation of a mobile first platform that will cover the whole conversion funnel.

The challenge of loyalty

The sale of mobile terminals by phone companies was generally associated with a long-term contact with the company. Today, and due to the incorporation of new competitors and external agents, the sale of terminals by Telco companies has dropped dramatically. To make sure that the customer will remain in the company, the customer loyalty model is reinvented with this project.

The goal of this project is to have a channel that offers a distinguishing user experience and shoots up conversion ratios and sale of terminals.

A platform for the purchase of terminals

VASS, as technological expert, builds the system, a digital platform orientated towards the sale and renewal of terminals. In this way, direct marketing towards customers becomes easier.

The solution is mobile first and responsive, capable of generating personalised offers for each user, linking them to different URLs which adapt to their particular needs.

A complete contracting funnel is developed through the platform, in which the user can select a mobile terminal among the different options s/he is offered through a 3-terminal carousel. Besides, s/he can rapidly obtain information about the different terminals and about the company, check his/her delivery details (address, e-mail…) easily, choose the number of payments into which s/he wishes to divide the terminal in his/her invoice and give his/her opinion through a short survey.

It turns out to be a quick purchase process which offers a distinguishing user experience and allows for getting a new terminal with very few clicks, by choosing among different payment methods.

Apart from developing the whole sale experience, a backoffice was developed, based on Liferay’s own backend, which contains the modules that are necessary to manage offers (upload and download of campaign files, registration and order management, etc.).

Following the success of the project, the company decided to expand the model all over the world. In fact, it has already been implemented in Peru, Colombia, Chile, Argentina, Brazil, Germany and Spain.

VASS, a Liferay Platinum Partner

In VASS, we help customers by adding Real Value to their innovation processes, always on the basis of high specialisation and technological differentiation but at the same time, with an approach of closeness, flexibility and simplicity which has always characterised us as a company and which justifies the motto “The courage to make it simple”.

VASS will contribute to the development of the project as a Liferay Platinum Partner. Our team is currently specialised in Liferay and is made up of eighty expert profiles within a team of multidisciplinary consultants with over 10 years of experience in portal projects similar to the one being developed.

As a Liferay partner, VASS has a wide technological experience in its competence centres located in Spain and Latin America, made up of trained and certified professionals in the different Liferay competences. Besides, both companies are committed to providing customers with innovative solutions.

Customer experience, conversion, and loyalty maximisation

Thanks to the development of this project, the sale of mobile terminals has considerably increased, which results in a significant increase in the conversion ratio and, as a result, in revenue.

Thanks to the personalised experience provided by this solution, a high satisfaction and loyalty level has been achieved by means of campaigns aimed at customers, as reflected in their assessments.

Campaign management also has become much easier through the integrated backoffice, which results in cost and time saving.

Finally, it is worth saying that it turns out to be a very versatile solution. Apart from the terminal sale experience, other types of campaigns may also be launched for the sale of different products and services, adapting to the company needs at any time and in any of the areas in which the solution has been implemented.

High satisfaction and loyalty level

Increased sale of mobile terminals

For the development of this project, we have relied on Liferay technology, a portal for the management of open source content written in Java with which VASS is very familiar.