Background
Over the past decade, the internet has changed the way people buy and sell products and services. Greater adoption of the internet and smartphones is the biggest driver of e-commerce traffic across the globe. Several players including digital natives have established their place in the e-commerce market in a few years.
Providing an engaging e-commerce experience has become a necessity for all companies. According to McKinsey, “A successful e-commerce platform needs to continuously evolve and cater to the changing needs of the customer.”
Communications service providers also rely on an e-commerce portal for online sales of their products and services. Unlike the digital natives, driving the customers to the e-commerce site and keeping them engaged is still a challenge for most communications service providers.
What should a communications service provider do to thrive in a digital-first era?
120% increase in customer satisfaction scores
36% acceleration in the time-to-market
72% reduction in the Total Cost of Ownership (TCO)
Client Situation
A leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations, and carrier partners across the U.S., was unable to take full advantage of its e-commerce platform. Attracting customers to their e-commerce site, keeping them engaged, and improving revenue generation was challenging.
Their efforts towards modernizing customer-facing, business-critical, legacy applications were unsuccessful. Their infrastructure maintenance costs were soaring high whereas revenue realization through their online channels was dwindling."
Unlocking value across revenue, brand loyalty, and customer experience was a major shot in the arm for Prodapt's client’s online business.
Diagnosis
Their complex user journey led to low engagement and low sales conversions. On top of that their e-commerce portal was unstable and had frequent downtimes. Their legacy infrastructure, rigid IT systems, and lengthy operational workloads affected their time-to-market for new services.
Lack of customer insights hindered their efforts to personalize the promotions and offerings. There was a dire need for adopting the right approach to implement a modernized e-commerce suite.
Solving It
We conducted a thorough analysis of their current e-commerce systems, created benchmarks against the competition, and brought best practices from our consulting and implementation experience from other engagements. We could thus formulate the strategy to reimagine the e-commerce portal.
We revamped the entire UI/UX layer to enhance the customer experience on the portal.
The customers got the ability to view the best recommendations to make a purchase. We implemented contextual interactions leveraging our UX engineering framework to improve user engagement leading to faster decisions.
We introduced headless CMS, a new-generation component to create rich and engaging experiences for customers across multiple channels. In the end, we also improved the website’s SEO and performance.
