THE CUSTOMER PROFILE
JOIN Experience, a brand from the homonymous joint venture among JOIN Wireless and POST Luxembourg Group, is a Mobile Virtual Network Operator (MVNO) on the network Base/POST1,2.
Active in both Belgium and Luxembourg from 2014 to 2018, JOIN Experience is still active in Luxembourg to these days.
J OIN used to have three types of customers (prepaid and postpaid mobile, postpaid landline and business). Depending on the product, each user was linked to different self-care systems, partials and non-integrated. Such a fragmentation made more difficult the customer support and the users' reachability. During the negotiations for the M&A with BelgiumPost, Join proposed to develop an integrated self-care app, aiming to strengthen their positioning as an "innovative" brand and serve all of the users providing a seamless experience despite the different CRMs involved.
PRODUCTS : ADAM Framework | BOB | EIMeRouter | EIMeChat
We sped up the UX and UI implementation through the ADAM Framework. Leveraging on the ADAM integration layer, we were able to integrate the authentication system and the CRM in a small amount of time. That allowed JOIN to launch the Android and iOS native apps in a record time, at a very limited cost.
With the new app, JOIN's users were able to use the app to consult their own information and to dispose actions (top-up, change plan, pay bills, suspend or reactivate options).
The project ended up being a success, and supported JOIN's positioning during the M&A with BelgiumPost.
Marketing Director - JOIN Experience