Reengineering USER EXPERIENCE FOR THE GROWTH OF AN WARD WINNING BRAND

Who They Are

CLIENT BACKGROUND

KOODO MOBILE

Koodo Mobile is one of the most successful low cost mobile phone providers in Canada. Over the past few years, Koodo Mobile has experienced significant growth, which has forced the company to quickly adapt and change their business model to serve the needs of their growing customer base

What They Needed

The
CHALLENGE

One of the most significant bottlenecks that Koodo Mobile faced was in their web presence, which quickly became insufficient for their business needs.

More specifically, Koodo Mobile faced the following challenges:

  • A website that was increasingly difficult to manage and maintain.
  • A customer base that was increasingly accessing their website on mobile devices (i.e. smartphones and tablets).
  • Increasing maintenance costs that were outpacing justified expenditures.
  • Customer demands growing and changing at an increasing rate.
  • Increasing costs to service customers and infrastructure.
  • Customer service quality that was decreasing to a level unacceptable to Koodo Mobile.
  • Customers demanding increased online capabilities
What We Did

THE PROCESS

In order to handle the increasing demands of doing business, Koodo Mobile reached out to TechBlocks for assistance. TechBlocks then put their creative team to work developing a self-service portal solution.

After just a few months, TechBlocks created the following solutions for Koodo Mobile’s challenges:

  • Creation of new web pages and features for the Koodo Mobile website.
  • Redesign of outdated pages and elements on the Koodo Mobile website.
  • Self-service portal design and creation, which provides customers with access to an FAQ and other do-it-yourself customer solutions.
  • A modern search platform which provides both customers and Koodo Mobile employees with fast access to information.
  • A brand new website backbone, built on a robust enterprise content management system.
  • A fully mobile-responsive website which automatically conforms to any device, including smartphones, tablets, laptops, and desktop computers.

 

THE SOLUTION

The TechBlocks solution utilized one of the latest and most reliable Content Management Systems to create Koodo Mobile’s self-service portal. The platform is both stable and flexible.

The specific technologies used include:

  • DNN Evoq Content
  • Google Search
  • Microsoft ASP .NET
  • Responsive HTML5 / CSS3

"TechBlocks has been able to deliver quality work on tight deadlines. They demonstrated immense flexibility in working with us in terms of budget, style, and schedules. We have been extremely satisfied with the customized solutions…and look forward to collaborating again with them in the future."

— John Klayh, Manager of the Koodo Mobile Web

The
RESULTS

DELIVERY BEYOND EXPECTATIONS

Through the self-service portal which TechBlocks built, Koodo Mobile has already seen significant benefits as a result of the platform changes including:

IMPROVED Customer Satisfaction

A dramatically-increased customer satisfaction rate, with some reports indicating an increase of more than 50%

IMPROVED CUSTOMER EXPERIENCE

A significant reduction in the amount of time customers spend on the phone with customer support

REDUCED COSTS

Significantly reduced cost of content creation, as well as reduced maintenance costs associated with that content

Customer loyalty

Already-noticeable increased customer loyalty.

INCREASED EFFICENCY

Increased efficiency of managers and other employees at Koodo Mobile

ARE YOU A START-UP?
READY TO SCALE?

YOU NEED THE RIGTH TECHNOLOGY PARTNER

Speed-to-market is critical for a start-up. Having the right talent, experience and resources, when and where you need them can make or break your start-up.

We have built solutions with and for start-ups of all kinds and know what success demands and how to get you there.

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