CUSTOMERS
Indosat & LotusFlare
Building a World-Class Digital Commerce Platform with an OTT Playbook
Revamping the customer experience
in the myIM3 digital commerce platform
LotusFlare helped Indosat substantially improve the user experience on the myIM3 platform in order to drive business KPIs including ARPU and retention.
Indosat, Indonesia
Indosat is the second largest mobile operator in Indonesia with over 70 million
subscribers. It is part of the Ooredoo Group based in Qatar. In 2016, Indosat
aspired to become the #1 digital company in Indonesia. They needed a new partner
with a fresh perspective and leading products to help them execute their digital
transformation.
Select a number and order your SIM.
Invite friends and get
rewarded with 1GB of data.
Buy video and music
via the app.
Select a number and order your SIM.
Invite friends and get
rewarded with 1GB of data.
Buy video and music
via the app.
Results
When the engagement began, less than 1% of Indosat
subscribers were using the self-care app,
which suffered from poor UX/UI, low ratings, and a frequent number of complaints
and crashes. LotusFlare helped Indosat
entirely revamp the user experience on the app, starting with defining the core
value proposition, streamlining the onboarding
experience and eliminating other friction points. The goal was to apply best
practices in UX/UI and to build a more intuitive
experience, in order to double the 30-day retention rate. Once the UX was stabilized
and product-market fit achieved,
LotusFlare helped Indosat implement country-wide acquisition campaigns.
6.9
Million
Monthly active users of the app grew from
250,000 to 6,900,000.
4.5
App rating
App rating went from 3.1 to 4.5 on the app
stores.
4
%
Churn
Customers with the new app were 4% less likely
to churn.
82
%
User complaints
User complaints about the app’s stability
dropped by 82%.
60
%
Retention Rate
The 30-day retention rate jumped from 30% to
60%.
7
%
ARPU
Indosat myIM3 customers generated 7% higher
ARPU.
Unlimited number of transactions
On the backend, the new app can support an almost
unlimited volume of transactions per second.
LotusFlare also built and implemented a system for real-time monitoring and
alerting.
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