Doza x British Broadcasting Company

CASE STUDY:

British Broadcasting and Media Company

Enhancing mobile app stability, reducing call center reliance, and driving customer engagement

Methods, tech and tools

React Native, TypeScript, Kotlin, Android, iOS, GraphQL, Grafana

THE CHALLENGE

A national broadcasting and media company faced fierce competition from streaming giants like Netflix, Prime, and Disney+. To maintain its market share, the company set a strategic goal to improve mobile interaction with customers, aiming to reduce dependence on costly call centres by enhancing its mobile app’s functionality.

Having recently transitioned from complex native code bases to React Native for both iOS and Android apps, the company encountered numerous bugs and stability issues post-launch. The core development team had to prioritise app stability over improving user experience, which left little room for feature development and customer experience improvements.

In March 2024, Doza was brought in to support the mobile app’s development and help address these challenges.

Approach

We worked closely with the internal team to enhance their mobile app, focusing on stability and feature development to improve the overall user experience. Our approach included the following key actions:

Developing New Features: We supported the development of several new user-centric features, including a security dashboard that allowed users to control household Wi-Fi settings and receive notifications of suspicious network activity.
Reducing Common Call Center Queries: By integrating a new feature that explained billing details within the app, we addressed one of the top reasons customers contacted call centres. Leveraging data analytics, we identified users in the early stages of their contracts and presented an "understanding your bill" section, which diverted calls away from expensive customer service operations.
Monitoring and Alerting: To improve app stability, we implemented advanced crash reporting, monitoring, and alerting dashboards using Grafana. These tools allowed the company to quickly identify and resolve user issues, prioritise bug fixes based on customer impact, and monitor app performance with each new release.

Outcomes

The project delivered several key benefits:

Reduced Call Center Reliance: By addressing common customer queries within the app, the company saw a significant decrease in call center interactions, leading to substantial cost savings.
Increased User Engagement: The introduction of new features and improved app stability resulted in longer user sessions, reflecting higher customer satisfaction and increased functionality.
Improved Release Management: The implementation of comprehensive monitoring and alerting tools allowed for more frequent, safer app releases, with issues quickly identified and resolved, reducing risks and performance concerns.

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