Overview
When the Stuff Fibre team came to talk to us, they were just starting out, they had a plan, but no way to bring it to reality. That is where we came in. We worked with their team to define the user experience they wanted for their customers and then built a onboarding and after-care experience that allowed customers to fully self-manage.
We combined existing platform code (TKT) and custom developed modules, along with our fantastic CX design team to bring their dreams to reality.
We helped
with:
- UX / UI Design
- Architecture
- Usability Testing
- Customer Self-Service Portal
- Agent CRM Integration
- Billing and Charging
- Automated Network Provisioning
Onboarding Experience
IQ Hive developed a industry leading 3-step signup experience for fixed broadband. At the time other players in the market had complex signup processes that took multiple pages of input to sign up. Contrasted to the simpicity of the Stuff Fibre signup which took a mere three steps (Address Search, Plan Choice, Payment Method), it was a breath of fresh air for customers and they loved it and signed up in droves.
After-care Experience
IQ Hive helped develop two after-care experiences for Stuff Fibre's customers, the first was a self-care portal, allowing a customer to make any changes to their account themselves, including setting up for moving house.
The second after-care was when they called into the helpdesk, we integrated custom compoenents into their off the shelf CRM (Zendesk), to allow the agents easy access to all the information and actions they needed to help the customer as efficiently as possible.
These two innovations allowed Stuff Fibre to win the broadband awards 3 years in a row! Their customers love them!
What else?
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