Inteweave

BACKGROUND

Please describe your company and your position there.

We're a large telecommunications company that builds and operates telecommunications networks and markets, provides voice, mobile, and internet access, pay television and other products and services. I was a product manager in the product innovation team, bringing new digital products into the market.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Inteweave?

We needed help with our home dashboard application.

What were your goals for this project?

We wanted to simplify the way our users can manage their home internet service experience. That included the ability to see, set, fix, educate, and build awareness around the experience. The app needed to integrate seamlessly with our internal systems and hardware.

It needed to show what devices are connected to a network, provide access to troubleshooting tools, run speed tests, offer parental controls, and allow Wi-Fi password sharing. Our more general goals were to create a world-class experience around Wi-Fi, have 25,000 active monthly users within the first 6 months, and to improve our episodic NPS score by +4.

SOLUTION

How did you select this vendor?

We used our internal vendor panel assessment, during which they proved their credentials and gave us client referrals.

Describe the project in detail.

We began with discovery sessions and story prioritization to make sure our initial pilot had the right requirements. Our long-term process then included proof of concept, MVP development, and multimedia programming. Once the app was in the market, they worked to deploy updates every 2–4 weeks

What was the team composition?

The was a product manager, a project manager, tech leads, developers, QAs, and UX/UI developers.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Within three months of launching the app, we became the top-rated consumer app across our whole organization. For the first time, our episodic NPS score reached +37 in self-assurance and there were 24,000 active devices using the app on average.

How effective was the workflow between your team and theirs?

The workflow was simple, consistent, and efficient. They focused on key priorities and delivered in a timely manner.

What did you find most impressive about this company?

They're approachable and very knowledgable, which made them true partners during this project.

Are there any areas for improvement?

We were extremely satisfied with what they brought to the table.