Self-Service Portal for a Major Mobile Virtual Network Operator

Customer

The Customer is one of the major mobile virtual network operators in the US. The company sells mobile phone plans and smartphones.

Challenge

One of the organization’s major service lines is the provision of free smartphones and calls for low-income citizens through the government benefit program (Lifeline). The Customer’s revenue from the service is highly dependent on the number of clients and their long-term loyalty.

Striving to increase a client share for the Lifeline program and improve their retention, the Customer wanted to bring the program application process online. For this reason, the Customer was looking for a reliable partner in web portal development to entrust the development and ongoing support of a new self-service portal.

Since the applicants for Lifeline discounts must meet the income-related requirements established by the program, one of the major concerns was to prevent fraudulent acts such as the use of wrongor misleading data.

Solution

ScienceSoft’s PHP team delivered a new self-service portal for Lifeline applicants to register in the program.

ScienceSoft’s team integrated the portal with the Customer’s CRM system (BeQuick) that processed the entered data, specified information about tariff plans and loyalty programs, and generated PDFs with order details.

To ensure the correctness of data submitted by applicants, ScienceSoft’s team:

• Specifically designed a user journey to avoid entering inappropriate/incomplete data.
• Ensured integrations with the National Lifeline Accountability Database (NLAD) and providers of legal and government information sources to check and verify the data entered by the applicants and discard fake or stolen (as deceased identity theft) information in order to apply for the program.

After the client data was checked, applicants got a notification about a successful/rejected registration through the Customer’s website.

After implementation, ScienceSoft continued to support the portal to adjust it to new government requirements continuously introduced. For example, ScienceSoft’s team introduced changes to the application process to comply with the new government demand for more detailed information about applicants and the necessity to submit additional documents.

Results

The Customer gained an opportunity to offer a convenient and fast online signup for the government benefit program and thus significantly increased the number of new users. Moreover, with the continuous support of the portal, they had a program application process in line with the latest government requirements, which lessened trickery claims and attracted more eligible applicants.

Tools

PHP (Symphony), Pimcore CMS, React.js, Formstack.