A global assistance and insurance provider wanted to measurably increase customer satisfaction and improve brand perception. Existing customer interactions ran primarily through phone and email — without structured performance measurement. Customer complaints were high, and a digital channel for faster, more transparent service handling w.
We developed a native mobile app for iOS and Android focused on customer experience and measurable performance. The app provides direct access to assistance services, transparent status tracking, and structured feedback. Precise performance metrics enable data-driven improvements to service quality.
Native mobile app for iOS and Android with intuitive customer experience. Direct access to assistance services with real-time status tracking. Structured feedback system for continuous quality improvement. Performance measurement framework with KPIs for response time, satisfaction, and resolution rate. Push notifications for status updates and proactive communication.
89% reduction in customer complaints through more transparent, faster service handling. Measurable engagement and significantly higher customer satisfaction. Data-driven service optimization based on real performance metrics.
The key building blocks of this solution at a glance.
Service Access
Direct access to assistance services with categorized request creation and document upload.
Live Status Tracking
Real-time status tracking of every request with push notifications on status changes.
Feedback & Rating
Structured feedback system after every interaction for data-driven quality improvement.
Performance Analytics
KPI dashboard for response time, resolution rate, and customer satisfaction to steer service quality.
- 89% reduction in customer complaints
- Real-time status tracking for assistance services
- Structured feedback system for continuous improvement
- Precise performance measurement framework