Skip to main content
< Back to all work

Altafiber meets customer demands through mobile engagement

Altafiber wanted to improve their customers' experience by developing a mobile app but needed further insight into what customers specifically wanted. They reached out to Fusion Alliance to take their ideas and turn them into solutions that would increase mobile engagement and satisfaction.
JUMP TO OUTCOMES
Meeting customer demands through mobile engagement

Challenges

Market demands for meaningful customer experience
Today's customers expect personalized or meaningful experiences. While Cincinnati Bell sought to provide convenience through their mobile app, they needed to prioritize market demands that would encourage mobile engagement and drive the business forward.
Lack of information on current customer interactions
Altafiber had a large quantity of customer data, but they weren't using it to gain insight on current customer interactions. They weren't equipped to address customer pain points or areas of friction in touchpoints along the customer journey.
Lack of CX strategy in mobile application development
They wanted to solve customer pain points through the mobile application, but there wasn't a strategy in place on how to use the app to improve customer experience and eliminate those pain points and areas of friction.

 

 

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

 

 

 

 

Results

Improved customer relations

By offering a robust application with convenient self-service features and personalized customer service through chat agents, customers experienced fewer obstacles and greater satisfaction. Twelve months of collected data revealed the tangible impact of the app on customer relations and high ratings on both Apple (4.8) and Android (4.65) app stores.

$8.67m
total processed payments
6,000
self-service occurrences
15,000
unique monthly users

Impact

Customers began to rely more heavily on the app to pay bills, manage their services, and ask basic questions when and where it was convenient for them. Internal resources, especially in the customer service department, were less strained and better able to focus on high priority issues.

A mobile application will only succeed if it provides solutions that customers want and need. Fusion worked with Altafiber to develop an app that increased mobile engagement and improved CX, delivering an impressive ROI in reduced internal resources and increased payments. 

Recent work

Ready to talk?

Let us know how we can help you out, and one of our experts will be in touch right away.