Omnichannel journeys are no longer buzzwords in board presentations but the everyday operational reality. During such a journey Telekom customers will receive numerous automated messages and notifications to guide them through the process.
The goal of the service provider is to deliver personalized, helpful and consistent messaging throughout the whole journey. However things got challenging when we took into account the plethora of specialised backend systems used, as well as the mixture of channels involved, which included email, SMS, push and in-app notifications. Isobar’s experience design team joined forces with Telekom’s internal product squad and design chapter to find a way to guarantee coherent, targeted messaging in the pursuit of greater customer satisfaction and increased operational efficiency.