Rebuilding the Digital Experience for A Fast-Growing Canadian Low-Cost Telecom Carrier
Our Clients
Engagement Overview
Our client is one of Canada’s fastest-growing low-cost telecom carriers, competing in a market where price pressure is high and service expectations are even higher. Rapid growth pushed their digital infrastructure beyond capacity. The website was hard to manage, expensive to maintain, and poorly optimized for mobile at the very moment customers were shifting to smartphones. Call volumes climbed as online capabilities lagged, putting both costs and customer satisfaction at risk.
TechBlocks partnered with the client to re-engineer their digital experience around customer self-service and mobile responsiveness. We rebuilt the platform on a modern enterprise CMS, introduced a self-service portal and powerful search, and streamlined content operations to reduce cost and improve agility. The result was a scalable, mobile-first platform designed to sustain growth and protect their reputation for service.
Key Challenges
The client’s legacy web platform could not keep pace with subscriber growth or changing digital behavior.
It was difficult to manage, costly to maintain, and failed to deliver the responsive, self-service experience customers expected. As a result, call center demand rose and customer satisfaction declined, undermining the advantages of a low-cost model.
Legacy Web Platform Under Strain
The existing web platform was difficult to manage and expensive to maintain. It lacked a flexible architecture for rapid updates, new offers, or content changes. As traffic grew, the platform struggled to support reliable, high-quality experiences.
Poor Mobile Optimization During Smartphone Shift
The site was not well optimized for mobile devices just as more customers were moving to smartphones and tablets as their primary channel. Pages were hard to use on smaller screens, and key tasks were cumbersome, driving frustration and support calls.
Rising Call Volumes & Slipping Service Quality
Because digital self-service capabilities lagged behind expectations, customers turned to the call center for routine queries. Call volumes increased, wait times grew, and customer service quality began to slip, putting pressure on both operations and brand perception.
High Maintenance Costs & Inefficient Content Operations
Maintenance costs were rising faster than revenue justification. Content updates required too much effort, and managers lacked efficient tools to create, edit, and publish. This made it difficult to keep information current and respond quickly to market changes or customer needs.
Approach & Solutions
1. Modernize the Enterprise CMS Foundation
We started by replacing the brittle legacy web stack with a modern, scalable content platform.
- Rebuilt the website on a modern enterprise CMS backbone to improve scalability and maintainability
- Established structured templates and components to support consistent page layouts and faster time-to-update
- Simplified deployment and maintenance processes, reducing the operational burden on IT and digital teams
- Created a flexible foundation that could support future products, offers, and service features without rework
2. Mobile-first, Responsive Customer Experience
We redesigned the user experience to be mobile-first and responsive across devices.
- Redesigned outdated pages to align with current UX best practices and brand expectations
- Delivered a fully responsive interface across desktop, tablet, and mobile devices
- Optimized key customer journeys such as account access, plan information, and support for small screens
- Improved performance and usability to reduce friction and abandoned sessions
3. Self-Service Portal & Digital Support
We gave customers the tools to help themselves and reduced dependency on the call center.
- Implemented a new self-service portal that provided instant access to FAQs and do-it-yourself tools
- Enabled customers to resolve common issues and questions online, without needing to call support
- Structured content around real customer intents to make self-service intuitive and efficient
- Reduced pressure on frontline agents so they could focus on higher-value, complex issues
4. Search, Content Efficiency, & Internal Enablement
We made information easier to find for both customers and internal teams while lowering the cost of content management.
- Implemented a modern search platform to help customers and employees quickly access relevant information
- Streamlined content creation and maintenance workflows within the CMS to reduce duplication and manual effort
- Gave managers and internal teams better tools to publish, update, and organize content efficiently
- Supported more agile updates to offers, messaging, and support information as the business evolved
Impact & Results
The client moved from a fragile, hard-to-manage web platform to a scalable, mobile-first digital experience designed for growth.
Customer satisfaction increased, call center dependence decreased, and internal teams gained a more efficient way to manage content and support customers.
Increase in customer satisfaction
Re-engineered UX, mobile responsiveness, and self-service capabilities drove a 50% increase in customer satisfaction, reinforcing the brand’s reputation for value and service.
Reduction in call center demand
The new self-service portal and improved online journeys led to a 28% reduction in call center demand, as more customers resolved issues digitally instead of calling for support.
Improvement in customer retention
Faster, mobile-first digital experiences strengthened customer loyalty, contributing to a 12% improvement in customer retention as subscribers found it easier to interact with the carrier on their terms, across devices and channels.
Ready to start the conversation?
Share your most pressing challenges and priorities with our team, and let’s explore what’s possible.