It is one of the largest wireless telecommunications provider in APAC & Australia. The client is known for investing in their people and communities for a sustainable future and creating a more connected future.
Challenges
Poor productivity with the retail store employees having to toggle between multiple mobile apps for their daily activities and also absence of a unified login across apps.
Poor point of sales & support customer experience as employees toggled between these various apps to effectively serve the customer.
Longer onboarding time with employees having to get familiar with using all these apps.
Solutions
CRMIT built a new unified mobile app integrating all of the required functions into one. Most functions were custom built, while some existing apps were deep linked with single sign-on to avoid the hassle of maintaining multiple credentials. The app primarily integrated with Salesforce using Heroku Connect and APIs, where needed.
The app was rolled out to around 10,000+ retail store employee. Below are the key functions employees had access to through the app:
View product catalogue.
Access to a daily roster. The app integrated with the roster application directly using APIs in real-time.
View daily sales targets, update achievement in real time.
Record a customer request and track the status of an existing one.
Access to SF Knowledge/FAQs at a tap, including daily briefs and must read content.
View live streaming of events such as product launches, trainings, team meetings etc.
Ability to use a WhatsApp styled instant messaging platform to collaborate with employees in other retail stores, line managers as required.
Real time notification and feeds.
Ability to seamlessly launch other work tools on mobile.
Benefits
6 months into the deployment a measurable improvement was seen on the following:
Consumer satisfaction scores on their store experiences improved by 0.6 on the NPS scale.
There was average 3-4% improvement in employees meeting their daily targets across most stores.
On-boarding time for new staff reduced from 5 to 3.5 days.
The app also led to improved employee engagement and experience and this reflected in reduced attrition rates.
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CRMIT Solutions
