Reduced queue and call center load by empowering self-service among app users
Increased operational efficiency and lower customer support costs
Faster issue resolution improving Net Promoter Score (NPS) and customer loyalty
10% month-on-month increase to 2.2M registered users
8% month-on-month increase to 2.09M monthly active users
Enabling Php 33M in revenue
from 142,000 mobile wallet transactions in 2 months
Reduced hotline and repair ticket requests with 49,610 repair bookings and 17,382 issues resolved through in-app pre-checks
Reduced tickets to approximately 1 per month from 30+ through delivery governance and ticket journey tracking
Empowered 6,765 in-app upgrade requests and 2,895 upsell applications through self-service upgrade and upsell features
Digital channels garnered Php 101.2M in online promo registrations and 95,000 free data offer activations
7 truck rolls saved per day through in-app troubleshooting
Summary
A leading telco provider in the Philippines transformed broadband service delivery by launching a mobile-first app for self-service account management. Designed to eliminate long in-store queues, hotline wait time, and manual processes, the broadband app quickly became an essential tool for millions of subscribers.
With Stratpoint as their technology partner, the telco accelerated time-to-market during development as well as ensured long-term stability and adaptability through a structured managed software services model. This all-in-one engagement kept the app secure, responsive, and aligned with evolving business goals, delivering operational continuity at scale.
Challenge
- To address broadband customers across various channels who are experiencing poor customer service due to long waiting times on its customer support hotlines or in stores for plan upgrades and billing.
- To enable the telco to adopt a digital-first approach quickly to address poor support experience.
- To have a good external support and maintenance team that would ensure performance and improved response of the platform while doing internal transitions and addressing market needs.
Solution
Upon successful launch of the self-service broadband management mobile app built by Stratpoint, the telco expanded its partnership with Stratpoint through a managed software services engagement that provided:
- Scalable, ticket-based maintenance using shared development resources.
- Agile release train delivery via Scrum, Kanban, and Scaled Agile Frameworks (SAFe).
- ITIL v4-aligned governance for efficient ticket triaging and tracking.
- Ongoing enhancements for OS updates, campaign support, and platform optimization.
Stratpoint’s team handled app continuity, production issue resolution, security updates, and feature updates while supporting strategic campaigns, including the rollout of new broadband plans and mobile wallet integrations.
Technologies Used
