It is one of the largest wireless telecommunications provider in APAC & Australia. The client is known for investing in their people and communities for a sustainable future and creating a more connected future.

Challenges
• Poor productivity with the retail store employees having to toggle between multiple mobile apps for their daily activities and also absence of a unified login across apps.
• Poor point of sales & support customer experience as employees toggled between these various apps to effectively serve the customer.
• Longer onboarding time with employees having to get familiar with using all these apps.
Solution
CRMIT built a new unified mobile app integrating all of the required functions into one. Most functions were custom built, while some existing apps were deep linked with single sign-on to avoid the hassle of maintaining multiple credentials. The app primarily integrated with Salesforce using Heroku Connect and APIs, where needed.

The app was rolled out to around 10,000+ retail store employee. Below are the key functions employees had access to through the app:

• View product catalogue.
• Access to a daily roster. The app integrated with the roster application directly using APIs in real-time.
• View daily sales targets, update achievement in real time.
• Record a customer request and track the status of an existing one.
• Access to SF Knowledge/FAQs at a tap, including daily briefs and must read content.
• View live streaming of events such as product launches, trainings, team meetings etc.
• Ability to use a WhatsApp styled instant messaging platform to collaborate with employees in other retail stores, line managers as required.
• Real time notification and feeds.
• Ability to seamlessly launch other work tools on mobile.

Benefits
6 months into the deployment a measurable improvement was seen on the following :
• Consumer satisfaction scores on their store experiences improved by 0.6 on the NPS scale.
• There was average 3-4% improvement in employees meeting their daily targets across most stores.
• On-boarding time for new staff reduced from 5 to 3.5 days.
• The app also led to improved employee engagement and experience and this reflected in reduced attrition rates.