Network Outages
Keeping customers connected, external factors like nbn maintenance or outages can lead to disruptions in their service.
Role: Product Designer
Duration: 8 months
Company: Belong
Industry: Telecommunications
98%
Disconnection requests met.
52.3%
Successful disconnections
29.3%
Discover & Define
Belong prioritizes keeping customers connected, but occasionally, external factors like nbn maintenance or outages can lead to disruptions in their service. These unforeseen events can lead to temporary disruptions, preventing customers from staying connected and accessing the internet services they rely on.
Design & Develop
The key task is to ensure that customers are well-informed about any planned outages, offering sufficient notice to minimize inconvenience. Additionally, Belong aims to demonstrate its proactive approach to handling the situation and assures customers that support is available whenever they need it.
Deliver & Measure
Currently, when a planned outage is scheduled, Belong takes specific actions to inform customers ahead of time. They do this by updating the outage card on the customer's online account Manage Dashboard, allowing them to access outage-related information easily. Moreover, Belong also sends relevant service communications through email and SMS to provide timely notifications regarding the impending outage.
Learning & Impact
As a result of these proactive measures, Belong successfully informs customers at least 72 hours in advance of any planned outage, minimizing its impact on their connectivity experience. This fosters trust, enhances customer satisfaction, and boosts brand loyalty.
98%
Disconnection requests met.
52.3%
Successful disconnections
29.3%
Top reason relocation
