Woolworth pre-paid mobile case study
Application development for pre-paid mobile service
Woolworths is Australia’s largest supermarket chain. Operating 995 stores across Australia, Woolworths’ 115,000 team members in stores, distribution centres and support offices provide customers with superior service, range, value and convenience.
Woolworths entered the Telco market with their Prepaid mobile phone plans in June 2015. Sitback was engaged to consult, build and deliver their secure online platform which allowed customers to intuitively activate and recharge voice and data and mobile broadband services.
Woolworths entered the Telco market with their Prepaid mobile phone plans in June 2015. Sitback was engaged to consult, build and deliver their secure online platform which allowed customers to intuitively activate and recharge voice and data and mobile broadband services. Integration with Woolworths Everyday Rewards allowed customers to access loyalty discounts using their Everyday Rewards card.
Sitback provided a highly specialised team of UX, technical and project management experts during the 9 months engagement. Working against an aggressive timeline, with a key integration partner based in Europe, an agile approach was adopted to ensure strong communication, collaboration and continuous system integration, review and feedback.
The Drupal platform seamlessly integrated with a series of 3rd party systems to capture and retrieve customer and service details, facilitate address, ID and fraud checks and to process online voucher and credit card payments.
Customers had the ability to manage their account, including changing personal details and updating their password, activate additional services review usage and recharge history and perform a quick recharge.
The portal was responsive, which provided an elegant visual experience regardless of the size of the user’s display and the limitations or capabilities of the device type. The consistent customer experience across all channels served to boost Woolworths’ customer lead acquisitions.
A back-end admin interface provided Woolworths’ staff with the ability to manage and publish static content, including special offers. Management of 3rd party endpoints and logging of requests and responses anonymously was also included.
Prior to launch, Woolworths further engaged Sitback in a 12-month contract to provide both in-business and out-of-hours application support.
Sitback delivered a highly usable, stable website, which welcomed nearly 8,000 Woolworths Connect customers and 300 activations in its first week of launch. Of those visitors, almost equal numbers accessed the website through their mobile phone as they did on their desktop machine.
During the build process, Sitback established positive working relationships with all 3rd party vendors through diplomatic communications and gained stakeholder confidence and trust.
“I just wanted to say how much we have appreciated the support of the team over the last few weeks including midnight deployments, multiple edits and releases to the website content and even helping us out with reformatting images when the marketing agency couldn’t. We really do appreciate their hard work and willing-to-help attitude, and are looking forward to celebrating a successful launch with them.”
Telco Systems Product Owner, Woolworths
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