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Improved Customer Experience with Effective eCommerce

Industry

Communications and Media (USA)

Revenue

$17 billion

Solution

Improved customer experience with effective eCommerce

Revenue growth has exceeded 30% annually, with 12.1% of total company connects from eCommerce.

Challenges

This company was facing rapid change and growth within their eCommerce operations and needed experienced help to support significant improvements to both their residential and business class web- and mobile-based portals.

Benefits

  • Improved customer experience with a well-designed user interface and buy flow process.
  • Increased mobile connects to an all-time high of 44,000 connects in a 3-month time period.
  • Revenue growth has exceeded 30% annually with 12.1% of total company connects from eCommerce.

Solutions

  • Identified process inefficiencies. Analyzed, designed and executed a robust online transformation plan.
  • Provided program management support for operations and delivery.
  • Delivered a new, more efficient, comprehensive buy-flow process.
  • Provided a dedicated quality assurance team that delivered an end-to-end testing solution.