Boosting customer service to the next level
|Solutions||Website, Mobile App|
EYDAP is Athens Water Supply and Sewage Company servicing customers solely through their call center. No longer a call center leading industry, EDYAP needed to turn about its brand strategy to find a new effective way to communicate with their customers.
About the project
As EYDAP began investigating their call centre based business it was evident they needed to rethink how they engaged with a younger customer segmentation that was growing exponentially. These digitally sophisticated customers had different expectations on how to engage with a company and how they wanted their service experience delivered.
The solution was “EydApp”, a mobile application that offered customers:
- Easy trouble reporting system ie: submit a photo of the issue, track their location and get notified once the issue was resolved.
- View and pay their latest bill.
- Learn about scheduled construction and planned improvements in real-time.
The EYDAP mobile application could now easily deliver information that was personalized and relevant to the customer. By partnering with Backbone, EYDAP was equipped to launch a powerful, easy-to-use brand utility that also changed the perception of the brand by the general public.
Backbone recognized the importance of communicating the added value of EydApp to successfully convert an experimental user to a long term user. Alongside the promotional website, Backbone developed a slick motion design video that showcased the features and functionality of the application and demonstrated how customers would use the application in their daily lives thus creating relevant interactions with EYDAP.
Promoting the app
To build awareness and boost the adoption of EydApp, Backbone launched a promotional website to introduce the application and educate customers on its features and capabilities. A scroll-down storytelling approach was applied to the user experience, and the application was showcased in real-life situations that customers could relate to.
Backbone played a integral role in helping EYDAP transition into the digital era. The development of compelling digital assets combined with Backbone’s out-of-the-box thought process helped EYDAP achieve substantial goals, such as effectively serving an evolving customer base as well as advance EYDAP brand perception.