Maintaining and revamping telco app’s functions for better user experience and retention

Background

In the highly competitive market of app solutions, if a business wishes to distinguish its product from other options, it needs a strong focus on user engagement and satisfaction.  

Given the ever-changing nature of user demands and new trends in their needs, businesses must constantly adjust and innovate. They need to leverage insights and feedback to refine their offerings to ensure they not only meet but exceed user expectations. 

Recognizing this, a leading telco provider in Vietnam kickstarted an overall effort to revamp its current mobile app which catered to thousands of users in the country. Partnering with various vendors, including GEM, the client aimed to enhance functionality, address user feedback promptly, and integrate innovative features. 

This case study delves into GEM’s role in maintaining and elevating the Subscription and Entertainment sections of the app.

Solution 

In the Subscription section, to effectively manage the client’s monthly feedback-driven requirements, GEM’s project manager analyzed these inputs. This analysis served as the foundation for our development efforts, where both front-end and back-end developers worked closely to implement new functionalities and address bugs promptly. Through this concerted effort, we ensured timely delivery of high-quality updates which aligned with the client’s expectations and KPI framework.  

For the Entertainment section integration, our focus was on enabling in-app streaming to enhance user engagement. We did this by integrating the app with a media streaming service. Additionally, GEM’s team incorporated simple in-app games to create interactive elements to further captivate users and enrich their experience.  

Tech stack

• Native iOS development using Swift, Objective C 

• Native Android development using Java 

• Backend development using PHP 

Output 

GEM assisted the telco provider in enhancing the experience and engagement of its large user base with: 

• Frictionless subscription dashboard and journey  

• Access to a diverse range of entertainment with in-app streaming 

• Boosted engagement and interactivity thanks to in-app games  

The app has reached more than 10 million downloads on Google Play by June 2021. 

Impacts 

GEM became a trusted IT partner for maintaining the app solution over a four-year period, marked by our consistent adherence to quality standards. Our team also met the KPI framework for quality control, ensuring that each deliverable meets or exceeds predefined benchmarks. 

We also contributed to the app’s overall success and competitive edge. The app has reached more than 10 million downloads on Google Play by June 2021.