Empowering Customers to Manage Services Online
Australia’s fourth largest mobile service provider, amaysim, required a new website that would allow the scope to keep up with the company’s growth and agility both now and into the future. In early 2016, PreviousNext were engaged for the development of this new site on the Drupal content management system.
Given amaysim is an online-led business that empowers its customers to manage their service online, much of its engagement with existing and potential customers comes through its site. The main challenge was redeveloping the help section which is essentially a hub for anything a customer might need to know about their amaysim service. Despite the challenges and risk involved, the telco knew it was necessary; the existing amaysim site was outdated, it was not intuitive and worst of all, it did not address customer needs, which was resulting in high volumes of contacts on other channels including phone and social media. amaysim needed to replace a legacy open-source CMS that was maintained internally and based on our recommendation, determined that Drupal would be the best solution because of its power and flexibility.
In light of its recent release, PreviousNext strongly recommended the amaysim site be developed in Drupal 8, identifying the blog section as a good candidate to prove we could build a suitable platform to host the rest of its website. Designed by the amaysim team, PreviousNext developed the blog functionality and launched this in June 2016. Given its success, the help section was developed shortly after and launched in September 2016, followed by the product page and homepage in November 2016.
amaysim has seen a 10% improvement in the overall website conversion since moving to Drupal. There have also been strong indicators that amaysim Help has improved the “findability” of content, better addresses user needs, and dismantles barriers to self-service. Since the new award winning Help section launched results show:
- 62% improvement in customers who elect to self-serve using amaysim Help.
- web traffic resulted in customer service contacts has decreased from 4% (prior to launch) to 1.5%*
*Source: Google Analytics, excludes web sessions from online service portal My amaysim and purchase funnel.