Concentrix
Careers

Mobile App Design Engages 2.5 Million Active Users Each Week

This mobile app had the partnerships with iconic global brands to reward loyal customers, but what it lacked was a sleek mobile app design with intuitive usability to keep users engaged and connected.

Industry: Media & Communications

Zero

downtime

Stronger

engagement

Greater

efficiency

Challenge

A year into the app’s launch, this telecom leader gathered extensive feedback from customers, internal teams, and brand partners. While the app was popular, it faced critical challenges:

  • Performance issues: The company’s servers often struggled to handle spikes in traffic, leading to downtime at peak usage hours.
  • User frustration: Manual processes created errors and delays in prize redemption, reducing trust in the app.
  • Design gaps: The user interface lacked the polish and intuitiveness that matched the telecom’s premium brand identity.

The company turned to Concentrix to redesign the app to address evolving customer pain points, optimize operational processes, and deliver an engaging loyalty experience that scaled with its growing user base.

Solution

Concentrix partnered closely with the client’s technology teams, product managers, and vendor ecosystem to redesign the app from both a customer-facing and back-end perspective. The project focused on three core pillars of experience, stability, and scalability.

Customer Experience Transformation

  • Designed a modern, visually compelling interface aligned with the client’s brand identity, improving navigation and usability.
  • Enhanced the gameplay and reward redemption flow, making it faster and more intuitive for users to claim freebies and prizes.

Performance & Reliability Enhancements

  • Re-architected the app’s back end to handle the full demand of concurrent requests without downtime.
  • Introduced just-in-time code assignments, improving responsiveness and enabling faster updates without service interruptions.

Operational Efficiency & Quality Control

  • Automated quality assurance with robotic integrity checks that proactively flagged and resolved issues before they reached customers.
  • Streamlined the manual redemption processes by integrating with brand partner systems, reducing errors and operational overhead.

The redesign project was completed in under six months, delivering measurable improvements across usability, reliability, and scalability.

The redesign project was completed in under six months, delivering measurable improvements across usability, reliability, and scalability.

Outcomes

With the app delivering more than $900 million in free products and discounts to customers, strengthening their reasons to renew telecom subscriptions, the results were transformative:

Zero downtime: The app now supports millions of users weekly without performance issues.

Stronger engagement: Nearly 3 million active users engage with the app each week.

Customer delight: Gamified experiences and simplified redemption flows increased satisfaction and loyalty.

Operational efficiency: Automated checks and back-end integrations saved internal teams hundreds of hours annually.

The app has since been recognized industry wide as a trendsetting loyalty platform, proving that when customer experience, operational rigor, and scalable technology align, loyalty becomes a powerful driver of growth.

Contact Concentrix

Let’s Connect